For a fast-growing startup, that first customer experience with your product or service is crucial. It’s easy for teams to be focused entirely on the product itself and not invest in the right steps to build out good customer support practices. However, with customers expecting more and more from the companies they do business with, businesses of all sizes need to start putting their customers front and center. Not sure where to start? Here are four tips to make sure you get it right from the very start.
https://www.informationweek.com/customer-service-for-startups-get-it-right-from-the-beginning/a/d-id/1333067/
The ability to collect massive amounts of data represented a huge leap forward in customer service and communication when customer relationship management first hit the market as a marketing, sales and data management tool.
However, CRMs weren't a holy grail. Data management is one thing. Using data to understand what customers really need (not just what you think they do) and how to engage them is another thing entirely.
CRMs were not built to be nimble. Times change, customer expectations change, and the technology needs to change with it.
Currently, predictive analytics and artificial intelligence promise the potential to revolutionize CRMs in truly meaningful ways, but rather than be hyperbolic about that potential, it's important to be pragmatic -- and that's not the same as being negative.
https://www.crmbuyer.com/story/The-Trouble-With-CRM-Data-85616.html/
More than ever before, marketers have an opportunity to see and interact with customers and prospects across the largest number of channels and platforms. That provides more data to identify patterns in behaviour that can be leveraged to create better messages and interactions with them. However, these multiple touch-points have also complicated the viewpoints and decisions marketers make in relation to customers. That’s why it’s important to collect all those perspectives and create a single view of each customer.
https://www.marketing-interactive.com/features/creating-a-single-view-of-each-customer/
Would you like to gather real time feedback from your online visitors as they shop? Perhaps you are doing this already but struggle to manage the data and pick out the important trends? If so, tune in to our upcoming webinar where we will be joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two will share some interesting details of how they gather and get the most out of their online customer feedback data.
https://mopinion.com/webinar-how-selfridges-group-utilises-online-customer-feedback/
For product teams, developing a long-term roadmap and launching new products and features are just one part of the job. But once they’ve shipped new products to the market, the work doesn’t end there. They’re also responsible for tracking bugs and incorporating customer feedback into the products they build.
Without efficient processes and the right tools in place, this part of the job can be tough to juggle, or worse, it falls to the wayside. Fortunately, Asana has templates for both bug tracking and customer feedback that make it easier for product teams to manage and organize post-launch work—so they can focus on delighting customers and delivering the best product experiences possible.
Here are four common challenges to bug tracking and managing customer feedback, along with four tips on how to solve them using our templates.
https://blog.asana.com/2018/10/bug-tracking-customer-feedback-templates/
'Anyone who owns or runs an eCommerce site, whether large or small, knows the importance of customer feedback. Equally well-known is the difficulty involved in generating quality customer feedback.
As the saying goes, “For every customer who bothers to complain, 20 other customers remain silent.”
Unless the experience is really bad, customers usually don’t bother to share feedback about an experience that didn’t meet their expectations. Instead, they decide never to do business with the service provider again. That’s a high price to pay for lost feedback.
In this article, we’ll look at some very effective ways of getting quality (and consistent) customer feedback.'
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/
Customers have endless options when it comes to choosing new brands and services, which means their expectations are high. Immediacy, personalization, responsiveness, and product quality are a handful of the primary reasons customers will choose to be loyal to one brand over another.
But one major component holds the key to earning and solidifying customer loyalty: correctly leveraging customer feedback.
Here are six tactics to help strengthen your customer loyalty through feedback.
https://www.business2community.com/loyalty-marketing/6-steps-to-stronger-customer-loyalty-02124786/
If you're in a successful business, you likely use surveys in some way. Whether you're collecting customer feedback, testimonials, NPS scores or implicit memory associations, your surveys form the foundation of product development efforts, branding and customer service. It doesn't matter who you are or what line of business you're in -- market research and customer feedback are critical.
The GRIT Report, a leading market research publication, recently surveyed 3,930 researchers to measure industry sentiment and forecast trends in market research. The results showed that 39% of researchers expect the quality of feedback to worsen over the next three years, while only 19% of researchers expect quality to increase. In other words, despite the advancing technology in questionnaires and surveys, companies are, generally speaking, getting worse insights about their customers.
https://www.forbes.com/sites/forbesagencycouncil/2018/10/11/the-death-of-the-traditional-feedback-survey/#520d22ee2403/
'Businesses can learn some valuable customer service lessons from MoviePass, especially when it comes to communicating changes to the end-user experience. We asked a panel of Forbes Communications Council members to share their best tips for transparently and authentically announcing company or product changes with customers. Here's what they had to say.'
https://www.forbes.com/sites/forbescommunicationscouncil/2018/10/08/11-ways-to-communicate-change-without-alienating-your-customers/
If you want to grow your turnover by 100 percent, you could try doubling the number of your customers. But think about how many people you’ll have to recruit, the infrastructure you’ll have to expand, and mistakes you’ll make along the way. What will the financial implications of all this be?
On the other hand, if you increased the number of your customers, their purchase frequency and average transaction value each by 25 percent, you’ll still double your turnover. All this at a fraction of the time, effort, risk, manpower, and infrastructure. Now let me elaborate on five techniques you can deploy to achieve this.
https://yourstory.com/2018/10/ways-to-get-customer-purchase-from-you-again/
