More often than not, an organisation will analyse customer feedback, pick the most common denominator and seek to fix the problem quickly.
If this is you, unfortunately, you are doing it wrong.
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story.
Just because your satisfaction levels have fallen may not be due to a faulty product as first predicted – you might need to look a bit deeper to discover that actually, the customer service hasn’t been satisfactory or the website is too confusing when purchasing items.
Whatever it may be, the common denominator doesn’t always mean it’s right. So, the data is in front of you, but what next?
http://customerthink.com/how-to-understand-the-truth-behind-customer-feedback/
Customer Experience (CX) is quickly becoming the key brand differentiator for organisations. To be able to compete on CX, organisations must continuously be improving on it. And, to be able to improve the CX, companies must listen to and address customer needs.
Voice of the Customer (VoC) has been defined as the process of capturing customers’ experiences and sentiments on products, services and the brand. A VoC programme is used to gauge how well an organisation is doing with its CX strategy. In fact, VoC enables organisations to deliver better experiences. Thus, organisations must have rich VoC programmes to optimise the CX.
https://www.mycustomer.com/experience/voice-of-the-customer/why-your-customer-feedback-isnt-actionable-and-what-to-do-about-it/
Customers are changing far faster today than organizations are. Customers are setting the agenda. Their expectations are rising in direct proportion to their declining trust in and loyalty to organizations and brands.
You cannot deliver quality customer experience if you don’t understand the needs of your customers and create products and services to meet those needs. The agile organization is constantly soliciting customer feedback and constantly adapting and refining based on that feedback.
https://www.cmswire.com/customer-experience/customer-feedback-drives-the-agile-organization/
Collecting customer feedback is a smart way of guiding and informing your business. Aside from maintaining customer satisfaction, it lets you view how your product or service is being viewed by your most important audience: your customers.
How should you ask for feedback?
https://www.qminder.com/ask-customers-feedback/
User analytics are critical to understanding the success of your solutions and where they can be improved. Not all analytics are the same, and what you measure for one product may not apply to your others. Let us consider a few ways to make analytics work for your needs.
https://www.forbes.com/sites/forbestechcouncil/2018/05/25/three-top-tips-for-your-analytics/#2f511f067652/
In today’s competitive market, the rise of digital technology and customers having more choice than ever at a click of a button, it is easy enough for a consumer to spend their money elsewhere if their expectations are not met. Customer service should be the backbone of any company, with strong customer orientation being highlighted and extra steps being taken to deliver an unforgettable service.
As a leader in creating an unforgettable customer experience, seen throughout the many stores throughout the region, Below’s what you can do to go above and beyond to ensure customers not only buy from you once, but become loyal for years to come.
https://www.forbesmiddleeast.com/en/how-to-go-above-and-beyond-with-customer-experience/
To satisfy the needs of your customers, it is crucial to understand what they want. Indeed, they have a wealth of information to share, probably even more than you think. Getting their feedback can help you provide better services and develop better products.
Moreover, customer feedback provides business owners with valuable insights that can help them improve the overall customer experiences. According to the statistics, 91% of dissatisfied customers will leave you without any complaint, and you will never know what they didn’t like about your product or service.
https://sendpulse.com/blog/customer-feedback/
Stitch Fix, established in 2011 in San Francisco, has disrupted the fashion retail industry. With input from the customer and collaboration between artificial intelligence (AI) and human stylists, the online styling subscription service eliminates the need for their customers to go out and shop for clothing or even browse online, because they deliver personalized recommendations right to their door on a regular schedule. The customers can keep all of the products or return what they don’t like or need. That feedback gets input into the company’s data vaults to make the algorithms even better at determining the preferred style for each person and even identify trends.
https://www.forbes.com/sites/bernardmarr/2018/05/25/stitch-fix-the-amazing-use-case-of-using-artificial-intelligence-in-fashion-retail/#2f7538943292/
A common misconception among digital marketers is thinking that online user feedback and online reviews are one and the same. And we can’t exactly blame them. On the surface these two appear to be almost identical: both collect input (Voice of the Customer data) from online visitors and customers, both include user ratings or scores, both are used to build a loyal customer base, and so on. But the truth is, they serve two very different purposes….
https://mopinion.com/the-difference-between-online-user-feedback-and-online-reviews/
"Many successful businesses start out with funding -- from a bank, from investors or even from personal savings. My business was not like that. I was young, so I only had a few months of savings in my bank account and when I researched the loan process at my bank, it just seemed too daunting. To me, it made more sense to self-fund because I knew I would always have complete control of my company and wouldn't have to answer to anyone but my customers. However, that presented its own challenge. Like I mentioned, I didn't have a lot of money to spend. So I went the lean route. And the lessons I learned still guide our business today."
https://www.forbes.com/sites/yec/2018/05/24/top-5-business-lessons-for-starting-and-staying-lean/#7aff317e5c15/
