According to a survey conducted by CPL, 33 percent of companies ignore online reviews. One of the main reasons for this is a debilitating fear of negative feedback. Because of this, they try to remove negative reviews or bury them within their positive reviews.
That’s not exactly a great strategy when you’re looking to grow your business. You need to have both positive and negative reviews.
For starters, reviews prove you’re authentic. I would be skeptical of an organization that had zero negative feedback. We’re all human, and it’s impossible to avoid making the occasional mistake. Customers also use reviews to make purchasing decisions. This is especially useful if they have never heard of you and want to do a little research before deciding to support your business.
But that’s just the tip of the iceberg. Instead of fearing negative feedback, you can also use it to increase your organization’s productivity.
https://www.business2community.com/strategy/dont-fear-negative-feedback-use-it-to-increase-productivity-02113407/
For every company, customer satisfaction should be one of the major objectives in their daily operations. It motivates customers to stick to your brand, buy from you and not your competitors.
According to Vision Critical, customer service will be the key brand differentiator by 2020 instead of price or product. Right from the time human beings started doing businesses, companies have been trying to satisfy their customers in order to keep them loyal and increase their customer base. However, with new digital marketing tools, it’s now easier to satisfy your customers with better and faster service. And it’s cheaper too in the long term.
What are the five important steps to take to improve customer satisfaction with digital leadership?
https://www.entrepreneur.com/article/319462/
Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, “You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers’ desired outcome and get all of those things.”
In this article, I won’t tell you how important it is to act on customer feedback (although if you’re interested, check this article on how to collect customer feedback), but rather share with you the real cases how our companies big and small improved their business KPIs, strategies and culture once they understood the voice of the customer.
http://customerthink.com/5-real-cases-how-customer-feedback-influenced-business-performance/
As a business owner, feedback is everywhere. There’s feedback coming from your customers, your employees, your management team, and even your friends and family. However, in a world where everyone has their own opinions and individual preferences, it’s hard to know who exactly to listen to – especially when you might receive contradictory feedback.
As I’ve come to learn, getting feedback is only half the battle. In fact, it’s the easy half. The far taller task lies in determining what feedback is worth listening to and when it’s better to simply ignore it. From having to make these decisions myself, here are 8 scenarios where it’s actually okay to turn a blind eye to the feedback coming your way.
https://www.business2community.com/human-resources/8-scenarios-where-its-actually-ok-to-ignore-feedback-02114845/
The Customer Effort Score (CES) is a metric that quantifies customer loyalty. It measures how much effort a customer has to expend to obtain an answer or solution to a problem. The CES metric is used in two ways. The first asks how much personal effort the customer expended to resolve his or her issue. It’s often reported on a scale of one to five, where one refers to the least effort and five the most. Using this format, you want as low a number as possible.
The second format of the CES metric asks customers to agree or disagree with a statement that solving the problem took little effort. In this format, customers who choose five “Strongly Agree” that it took little effort, while those who choose one “Strongly Disagree.” Here, your goal is to achieve the highest number possible.
https://www.business2community.com/customer-experience/monitor-your-customer-effort-score-ces-to-determine-customer-loyalty-02111647/
Working towards a robust VoCA program can clearly separate customer experience leaders from laggards. According to Forrester, customer experience leaders grow revenue five times faster than CX laggards, drive higher brand preference and brand referrals. A Harvard Business Review article “How the Meaning of Digital Transformation Has Evolved” also backs the measurable value of a VoC strategy: Top performers in a (PwC) survey—those reporting revenue growth and profit margin increases above 5% for the past three years and expected revenue growth of at least 5% for the next three years—have a better understanding of the human experience that surrounds digital technology. These companies prioritize user experience specialists and creating better customer experience through their digital initiatives.
https://www.analyticsindiamag.com/voice-of-customer-analytics-describe-prescribe-and-predict-your-customers-journey/
Finding it hard to keep your brand in good shape? Is your current marketing regime failing to deliver the gains you anticipated? Perhaps a bit of AI is just what you need... It has long been considered that customer churn is a painful reality of doing business. That used to be true, but nowadays it can be avoided.
A lot of brands out there are obsessed with measuring their performance by way of customer surveys. Quick question: do you suffer from ‘survey fatigue’? If your answer is ‘yes’, you can guarantee your consumers do too.
It’s just plain lazy to ask the customer about their experience when the brand already has that information buried deep within its own systems – and frankly, a little insulting. Is the customer’s time somehow less valuable? Customer feedback definitely has a role to play, but it should be part of a bigger picture.
http://www.bandt.com.au/marketing/keep-brand-fighting-fit-ai/
Most marketers believe their brands need a customer-centric business model in order to succeed, and that optimising the customer experience is the biggest priority for the profession.
Yet according to new Marketing Week research, structuring a marketing department around the customer journey is currently the least common model of all, with the majority of departments either being product-centric or structured around marketing disciplines.
https://www.marketingweek.com/2018/08/31/future-marketing-organisation-structure/
The main assumption of leading any type of business is, or at least should be, providing the best product for customers. Every CEO wants his or her product to be the best and satisfy people’s needs. But in order to do that, a company needs to know what are customers’ needs and expectations. And this is where feedback is crucial.
Customer feedback makes it possible to find out what customers like about our product, what they would change or improve, and if they are happy with our services. Thanks to this information it is easier to work on possible changes and product development.
So how to get customer feedback? How to find out if we’re doing the right job? There are many ways to receive the information about your product or service. Today we present 8 effective ways to receive customer feedback. Follow up to find out the best ways of receiving your customers’ opinions and suggestions!
https://www.timecamp.com/blog/2018/02/8-effective-ways-to-get-customer-feedback/
Analytics and data gives us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers? That’s what customer feedback is all about.
https://neilpatel.com/blog/best-ways-to-get-feedback/
