In today’s fast-paced and competitive business world, providing exceptional customer service is no longer enough. Companies need to go above and beyond by implementing a seamless and effective customer feedback process. This not only helps in gauging customer satisfaction but also provides valuable insights for improvement. In this blog, we will discuss the best way a company can leverage their customer feedback strategy.
What are the benefits of using a customer feedback process?
Using a customer feedback process allows businesses to gather valuable insights, a customers’ needs and preferences and close the customer feedback loop. It helps in identifying areas for improvement, enhancing customer satisfaction, building loyalty, and making data-driven decisions to drive business growth.
5 Leverages for the Modern Day Marketer
Your buyers are people who are available across multiple channels during the day. They make crucial assessments about your brand. With multiple choices in the market, the competition will invariably be very high. To achieve customer retention , you will need more than just a paper questionnaire. Customer feedback should encompass various processes that can bring leverage to an organisation. Here are the processes any organisation can benefit from.
Omnichannel approach for CX
An omnichannel approach for customer experience (CX) is a powerful leverage with the current tech savvy patrons. With customers interacting with businesses through various channels like websites, social media platforms, email, and mobile apps, it is crucial to provide a seamless and consistent experience across all digital touchpoints. By implementing an omnichannel strategy, companies can ensure that customers have a unified and personalized experience across platforms. This will assure that businesses can have a more systematic customer journey mapping in place.
Real-time feedback collection
It is always wiser to collect customer feedback in real-time. That way you can gauge the problems unhappy customers have to face while arriving at the best possible solution to ease the friction. Happy customers translate to customer success. This will be possible with real time feedback collection that can be mapped over the day, weeks or a few hours. Ditch the old batch-processing of data and opt for a faster way to gather actionable insights and analyze customer feedback data.
AI tools and instant analytics
Artificial intelligence can change the way marketers and the support team offer solutions. This can be in the form of a smart chat bot that has accurate answers at their disposal. Chatbots are a great tool to capture quantitative and qualitative feedback. They can be deployed over websites to grasp customer feedback. After collecting all the data on your dashboard, the AI tools can analyze complex data into comprehensive format. This removes manual assessments and encourages marketers to stay on top of the leaderboard.
Messenger based applications and AMP email
Messenger based applications are Whatsapp and Facebook messenger that are extensively used by people globally. Marketers can use the messenger apps to launch customer feedback surveys, thereby getting a high response rate from respondents. A high response rate is a part of your business strategy as it empowers team members to make data-backed decisions. You can create Whatsapp surveys in less than 5 minutes and build your own Facebook messenger surveys in the current era.
AMP emails are dynamic email surveys which prevent people from moving into an external browser. The AMP function has been a new feature that was developed by Google where users can interact with the contents of an email body. Marketers can create their own satisfaction surveys such as net promoter score (NPS), customer satisfaction surveys (CSAT score) etc and gather quantitative data.
Mapping the journey of new and loyal customers
When it comes to a high investment purchase, people stay ahead of the curve by looking up reviews, star ratings and social media comments on the product they are going to invest in. In this case, it becomes extremely crucial to map the customer journey right from onboarding to the purchase and post-purchase experiences. This protocol will capture their needs and preferences, their experience with the product and their moment of truth at different points of usage. Satisfaction metrics like the customer effort score or CES can help marketers gauge the effort score of a purchase. When you capture negative feedback at any point, the customer support team can stay equipped to handle complex queries. Make sure that a marketer always invests in the best customer journey mapping tools.
Conclusion
Gathering customer insights and comprehending customer needs is an important aspect of your business. A seamless marketing protocol can happen with the right tools. While customers are the base of any business, focus on upgraded methods of reaching out to your buyers- be it via social listening, follow-ups, tracking website visitors or via online surveys. Empower the modern day marketer to leverage their strategies using modern day tools. To understand how Merren can FastTrack your customer feedback processes, sign up for a 14 day free trial.
