The attention span of the customers today is short. This is the time it takes for them to judge your brand. An annoyed customer would remove a brand out of their consideration basket and never look back. Conversely, they love an attentive brand- it makes them feel heard and valued. They would not rethink their decision (who has the time!) of going with your brand and stay loyal. That is why marketers now have to continuously monitor the satisfaction with the brand across the customer journey, not just at an aggregate level but also at an individual level at all times.
Companies that opt in for real time analytics and gather feedback more frequently, can see a 70% faster growth opposed to those not willing to go the extra mile. Here are some reasons why:
#1 Real Time Processing of Feedback Improves Customer Experience (CX)
Say you are trying to lose weight. Every week you check your measurements. Some weeks it goes up, while other weeks it is down. The weighing machine does not tell you why that is. After months of doing this, would you be surprised if you have not really lost weight?
Accumulating data over time and analyzing them to understand brand performance is how companies have traditionally measured satisfaction. This is similar to checking your weight periodically. The mere act of measurement itself would not help achieve the desired results. One needs to dive deeper into causes of any upward or downward movement in satisfaction, identify the issues and rectify them immediately, understand the delight factors and institutionalize them.
On the individual feedback level also, for the feedback to be useful, you need to quickly close the loop with the customer. This entails acknowledging the feedback, acting upon it, rectifying the issue, and communicating the action taken back to the customer. Closing the loop is critical in ensuring that the customer feels heard and valued, and it also helps in retaining their loyalty towards the brand. However, traditional batch processing of feedback hampers CX as it delays the loop closure process.
Real-time collection of feedback, on the other hand, enables brands to promptly response to customer issues and concerns, thereby improving CX. With real-time analytics, brands can get a holistic view of satisfaction at an individual level and take corrective actions immediately. This not only enhances CX but also results in faster business growth.
Consumer brands today cannot afford to do annual or quarterly tracking of customer satisfaction. Monthly? No. Weekly? No. Consumer interactions do not stop even when half the globe is fast asleep. Satisfaction tracking needs to be continuous and real time. If you have a disgruntled customer, they need to be handled now. If you have a delighted customer, you need to act now to get them to advocate for your brand or to upsell. If your customer service scores are falling at a touchpoint- i.e. your customer service is failing not an individual, but a significant number of them, you better act now.
#2 Real-time Feedback Syncs Well With In Moment marketing
In moment marketing is a strategy where brands engage with customers at the precise moment when they are most receptive to an offer or message. It involves providing relevant and personalized experiences in real-time, based on customer behavior and preferences. This approach helps to drive engagement, boost loyalty and improve conversion rates.
In moment marketing relies on collecting and analyzing data in real-time, allowing brands to make informed decisions and take immediate action. By engaging with customers in the right way, at the right time, brands can create more memorable experiences that lead to long-term relationships with their customers.
A well designed moment marketing is a magnet for footfalls and potential profit margins. Similarly, organizations who opt for real time data can dust cobwebs off of out-of-sync strategies. Businesses become proactive, vigilant and seize opportunities to stay on top of the game.
The idea of batch processing of feedback robs the brand of invaluable in-moment engagement- the ability to delight the customer or remedy a less than ideal interaction.
#3 Real-Time Customer Feedback Requires Omnichannel Strategy Which Improves CX
Customers interact with brands via multiple social media channels. This also gives brands the ability to access customers through these same online communities.
If your customer is at your store, they are carrying their mobiles and with it, channels like WhatsApp, Facebook Messenger, Chatbots, SMS, RCS, Instagram and Twitter at all times. It does not matter which corner of the world the store is. It does not matter what time or time zone it is. It does not matter what language your customer speaks. It is a veritable wormhole that connects companies with their customers. Automated feedback systems via these channels can be deployed ‘in-moment’. This is the right time to collect short, conversational customer surveys.
Similarly, if the customer visits your website, you have chatbots for live chat assistance. If they call your customer service line, you can request feedback through SMS or RCS on the number they called you from. A well timed, low effort (for customers) interaction with consumers is the goal.
By using automated feedback systems via popular channels such as WhatsApp, Facebook Messenger, Website Chatbots, Emails, SMS, RCS, and Instagram, companies can collect short and conversational surveys in the moment. Additionally, chatbots on websites and feedback requests through SMS or RCS during customer service calls can provide a low-effort interaction for customers.
In today’s competitive market, ensuring a positive customer experience is crucial for success. Collecting real-time feedback through an omnichannel strategy allows companies to stay ahead of the curve and make necessary improvements to their CX. So don’t wait – start implementing automated feedback systems today and watch your customer satisfaction soar!
#4 When Integrated With CRM Real-Time Data Collection Can Become Automated And Actionable
Real-time data collection is crucial for companies looking to improve their customer experience. When integrated with a CRM system, automated feedback systems can provide actionable insights that help businesses stay ahead of the curve.
By automating the feedback collection process, companies can save time and resources while improving their CX. With the right tools and strategies in place, real-time data collection becomes free of human intervention, errors, and inconsistencies.
Once you have your real-time data streaming, you need to create standard processes for handling the overall customer experience. This is where integrating the type of feedback with the CRM makes the process, action oriented. Via the CRM, you can ensure that the customer service team is apprised of every negative feedback from unhappy customers or support team can be informed about potential upselling opportunities with a delighted customer.
On an aggregate level, any slippage in service at a touchpoint (for example at a dealership or on your website) can trigger an email to the relevant managers to investigate and solve.
Now that it is well understood why real-time feedback is critical, it brings us to the question- how does implement it? This is where Merren comes in.
What is Merren?
Merren is an omnichannel customer journey tool that helps map the experience and satisfaction the interactions customers have with the company at each touchpoint using channels such as website chatbots, WhatsApp and FB Messenger, dynamic emails, and in-app surveys.
A touchpoint is any interaction a customer has with the company, be it online or offline. Merren offers a seamless platform for gathering customer feedback, which can be used to improve the overall customer experience. The tool’s dashboard allows for real-time tracking and analysis of customer feedback, providing valuable insights into potential areas for improvement.
With Merren, companies can easily integrate feedback collection with their existing CRM systems, ensuring prompt action on negative feedback and capitalizing on positive feedback to drive sales and revenue growth.
Overall, implementing Merren as part of your CX strategy can help streamline the feedback collection process and improve your organization’s ability to meet customer needs at every touchpoint.
With Merren, businesses can also create personalized surveys that are tailored to specific customer segments or personas. This helps companies get more accurate insights into their customers’ needs and preferences.
Why Is Mapping Satisfaction Across Touchpoints Is Crucial?
Mapping customer satisfaction across touchpoints is crucial because it helps businesses identify which areas of their customer journey are working well and which ones need improvement. By analyzing customer feedback from each touchpoint, businesses can pinpoint the pain points in the customer journey and take proactive measures to resolve them. This not only improves the overall customer experience but also leads to increased customer loyalty and retention. Merren’s real-time feedback collection and mapping capabilities make it an indispensable tool for any business looking to enhance its customer journey.
What Are The Pre-Requisites For A Mapping Real-Time Customer Satisfaction Mapping Across Touchpoints?
Before implementing a real-time customer satisfaction mapping across touchpoints, there are a few prerequisites that businesses need to consider.
- Omnichannel feedback collection
it’s crucial to have a clear understanding of the customer journey and all the touchpoints involved. This includes both online and offline interactions, as well as any potential pain points or areas for improvement. To measure both online and offline interactions, it is critical to build a omnichannel process of collecting feedback.
- Automating the feedback collection process
Businesses need to have a reliable feedback collection mechanism in place that can capture feedback from customers across various channels in real-time. The process has to be continuous and consistent. The requests for the feedback cannot be done as batches. They have to be triggered automatically when the condition for collecting the feedback is met. These conditions can be based on specific touchpoints or certain actions taken by the customer. Automating the feedback collection process ensures that businesses can gather customer opinions and insights in a timely manner, allowing them to make informed decisions.
- Robust data analytics capabilities
To derive meaningful insights from customer feedback, businesses need to have robust data analytics capabilities. This includes the ability to collect, analyze and interpret data from multiple touchpoints in real time. By leveraging advanced data analytics tools, businesses can identify patterns and trends in customer behavior, preferences and pain points. Having a robust CRM system to analyze and categorize feedback is essential to ensure that actionable insights can be gained from the collected data. By meeting
Merren Enables Brands To Capture Real-Time Data By Bring Together Omnichannel Strategy And Automation
Merren is a customer satisfaction journey mapping tool that is automated so marketers do not have to worry about manually deploying feedback surveys. Valuable information from loyal customers is constantly processed and analyzed as they are fed to the CRM.
Merren is an omnichannel tool and can leverage the power of channels such as WhatsApp, Facebook Messenger, Instagram, SMS, RCS, Emails etc to capture every valuable feedback. Since Merren operates in-moment and through the channels of least friction at a touchpoint, the response rates and quality of service or product feedback are significantly higher.
All customer data (including positive feedback) is collected close to the time of interaction. This data is segregated on various relevant metrics such as a buyer’s pain points, queries from new customer etc. This means that brands can easily reach out to distressed consumers and close the feedback loop.
With the help of automation, consumer feedback is also taken at various consumer touchpoints for better insights.
Merren’s Customized KPI Driven Analytics Dashboard Make Decision Making Quick And Efficient
Merren’s customized KPI driven dashboard is designed to provide brands with quick insights into their customers’ feedback. The dashboard displays relevant real-time data and metrics that help brands make strategic decisions to improve their products or services quickly and efficiently.
Merren’s advanced dashboards can bring real-time feedback data from multiple channels like Website, WhatsApp, In-app, Email surveys into a single dashboard to give you a wholistic and up-to-date customer experience data. Moreover, these dashboards can pull data from social media and review platforms to bring alive a truly real-time and composite picture of the customer feedback at all times.
The data collected by Merren is analyzed to help brands identify trends and patterns in customer feedback. This enables them to create targeted solutions that address the root cause of any issue, resulting in better customer experiences.
Merren Real Time NPS And CSAT Measurement Ensures Quick Closure Of Feedback Loops
Customers love prompt response. It makes them feel heard and in return. They are willing to invest in your brand and show up as repeat customers. To add to this, word of mouth can also bring more potential customers via a clever customer feedback strategy.
Attention is an expensive currency so staying on top of a customer’s mind is the need of the hour. Real time data tracking will enable brands to identify individual issues faster. This will also help brands study collective reviews and create their future strategies around current responses.
Merren’s robust CRM integration allows brands to respond promptly to feedback and close the feedback loop. This not only improves customer satisfaction but also helps brands retain customers, which is crucial for sustaining long-term success. By using Merren’s customized KPI driven dashboard, brands can stay on top of their customers’ minds and take proactive steps to improve their products or services based on real-time feedback data. In today’s competitive market, where customers have a plethora of choices, it’s imperative to keep them satisfied and loyal towards your brand. Merren’s dashboard can help you achieve that effortlessly.
Ultimately, real time data analysis will enable better conversions, upselling and more customer retention. Merren’s advanced feedback collection system helps brands to make strategic decisions that improve their products or services. By collecting data from multiple channels like websites, WhatsApp, Facebook Messenger, Website Chatbots, Emails including HTML and AMP email surveys, Merren’s provides a holistic view of the customer experience.
This provides you with the ability to quick close the loop with the customer thereby creating a positive impact on their experience with your brand. With the help of Merren, you can easily track and analyze customer feedback from different touchpoints, and make informed decisions to enhance your customer service delivery. By actively engaging with your customers, you can build strong relationships and improve the overall satisfaction levels with your brand.
Ditch the old methods and discover new processes for your business. Unleash the power of real time data tracking with Merren. Create a free account and try our 14 day trial on this platform (no credit card needed). We also extend assistance via a consultation call here.
