Get over using paper to collect your customers feedback , in this digital world why do you want to be left behind? Use mobile phones for taking customer feedback .There are numerous reasons why you should have already done this already, here are some of them:
https://medium.com/@7aarushibhatia7/why-taking-customer-feedback-on-mobile-phones-is-the-best-thing-ever-4150f010619a/
Customer complaints provide amazing feedback that allows a brand to reinvent itself, re-position itself and stay relevant, says Femi Adebanji, research head at the Service Excellence Institute. Research shows that only 4% of customers will complain following a bad experience, while 96% will not voice a complaint.
Furthermore, while customers might not voice a complaint following a bad service experience, 91% will not come back and would rather do business with competitors.
https://www.mediaupdate.co.za/marketing/144269/why-customer-complaints-are-good-for-brands/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
Being able to provide these personalized experiences, however, has proven to be a real challenge among many digital marketers who are still in the process of adjusting to this growing trend. In fact, almost 60% of marketers claim that they struggle to personalize content (in real-time); an occurrence which is often attributed to the company’s inability to gain customer insights quickly enough and apply them. One way of removing this hurdle and gathering the necessary information for personalizing is by collecting customer feedback.
Let’s take a closer look at how customer feedback data drives the three ‘breeds’ of personalization.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Data shows that customers expect to be interacted with, and those interactions heavily influence retention. 51% of consumers expect companies to ask them for feedback directly, which may explain why the volume of feedback is low for companies who don’t bother asking. Unprompted, companies typically only hear from ~1% of their customers. Not only do customers expect it, it’s also a strategic investment—we’ve found that simply interacting with customers and gathering mobile customer feedback can increase three-month retention by as much as 400%.
Companies can’t call themselves customer-centric if they aren’t talking with and listening to their customers, no matter the channel or vehicle. That said, blasting customers or soliciting feedback from mass groups of customers is not the type of strategy that will yield quality results.
https://www.business2community.com/mobile-apps/more-mobile-customer-feedback-more-revenue-02080122/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don't want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers' needs and priorities?
http://www.bain.com/publications/articles/how-to-get-customer-feedback-without-asking-the-customer-wsj-the-experts.aspx/
Customer-centricity is the discipline of attempting to see things from the customer’s viewpoint rather than from your own, including the essential understanding that those who are “in the business” simply know too much, from too internal viewpoint, to be truly customer-centric without making a conscious and disciplined effort.
As a customer-centricity consultant, specializing in using this discipline to transform companies’ customer experience, I strive to keep the concept simple, since it truly is simple, at its core: The goal is to keep the customer’s viewpoint and the customer’s ultimate wellbeing at the center of everything a company does. (I doubt I even need to draw you a diagram, but if I did, it would be a circle with the customer in the—you guessed it—center. All of our actions, at all points around the circumference, would be undertaken in response to our focus on that center point.)
https://www.forbes.com/sites/micahsolomon/2018/07/14/strategy-and-tactics-for-customer-centricity-consulting-vs-ideating-your-customers-experience/#2bb0c37c274e/
As in any area of life, Business success rate has to have multiple forces working behind the scene. Any good idea that can be turned profitable becomes business. Success of that business depends greatly upon how detailed you can draw the business map and understand all the components involved and arrange and manage all the resources required to run those components successfully.
So we start with the building blocks of a successful business with components like:
https://www.entrepreneur.com/article/316407/
Finding out what customers or potential customers might want is at the heart of any business that tailors its products. Eliminating surprises from new product launches is always preferable to an unexpected commercial reality check.
One of the best ways to manage these relationships is with a survey tool that can target those who are the intended recipients of a product or service.
Using the generated feedback, changes can be made before any issues have an irreparable impact on customers, and equally enhance a positive situation to even greater success.
https://www.techradar.com/news/best-survey-tool/
Over time, customer journey mapping has become a wildly accepted tool, and leaders are far more willing to leverage their power; particularly, when given guidance on how to construct a map that will offer visibility to improvements across people, process, and technology.
While customer journey mapping is popular today, I’ve often seen companies benefit from four strategies to garner more value from mapping efforts. I’ll list these four approaches below and discuss two of them this week and the other two in next week’s blog.
http://customerthink.com/customer-journey-mapping-and-the-road-beyond/
Online customer reviews can make or break your business. Entrepreneurs find it a priority to learn to react to people’s feedback, both positive and negative.
The owner of EssayPro (an essay writing service that provides students with academic papers of all kinds) says, “Reviews can considerably affect the business’s reputation. At the same time, it can be truly eye-opening.” He finds it important to read the reviews, respond to the customers, and tells that the below techniques of dealing with the issue “have proven effective”.
http://customerthink.com/7-effective-ways-to-respond-to-customers-feedback/
