Author: Jaakko Männistö

Jaakko is an award-winning CX professional and entrepreneur at Feedbackly, founder and community professional at the biggest entrepreneurial digital community in Finland - Yrittäjä.io. He is a notorious keynote speaker from entrepreneurial stories to day to day human communications and customer experiences.

CX is the Competitive Advantage You Need to Execute Now

May 28, 2020

Conventionally, the competitive advantage of a business organization was focused on price product differentiation. But, with the myriad of choices available for the customer in the market today, things have taken a shift. Customers are keen on brands that emotionally appeal to them in terms of commendable treatment. They look into the quality of customer-brand interactions for purchasing decisions. More importantly, customers are no longer hesitant to switch between brands – unless you provide them a fabulous customer experience. 

Did you know that on average, customers tell nine people about a positive customer experience but tell sixteen people about a negative experience? It’s not hard to see the potential loss here. 

So, customer experience can be the make-it or break-it point for businesses today. If you are well-versed about your customer requirements beforehand and strive to provide an experience too good to deny, you are on the right track. But, if CX has been an area that you have sidestepped until now, it’s time you stop and look back. 

How is Customer Experience a Competitive Advantage? 

As Kerry Bodine, the co-author of Outside In puts it, “exceptional customer experiences are the only sustainable platform for competitive differentiation.” This rings true as customer experiences are indefinitely tied to business outcomes that determine the success or failure of a business.  Here’s how it helps you win competition and keeps you in the frontline ahead of others.

  • Customer’s loyalty to your brand over others

Providing exceptional customer experience builds a sense of strong preference for your brand over others. They turn into loyal customers who choose to remain by your side, forgive your mistakes, and take your brand ahead. As the trust strengthens, your product/service becomes one of their autopilot purchasing decisions elevating the reputation further. 

  • Increased sales and performance

Loyalty is not the only factor that keeps you in the frontier of the competition. Studies have shown 73% of CX focused businesses perform better financially. Moreover, businesses that lead in customer experience outperform others by 80%. The increase in sales as you improve customer experience will help your business grow and expand. 

  • Expanding potential customer base

Customers are not only inclined to purchase your goods repeatedly. They also recommend it to other people enhancing your brand visibility. There will be an increase in the conversion rate as more customers flock to try your products without much marketing effort. According to a global survey done by Nielson, 84% of consumers claimed they are prompted to take action and make purchasing decisions based on personal recommendations. 

Ways to Make CX Your New Competitive Edge

Truth is, every business, with or without conscious effort, provides its customers with some kind of experience. But, in order to truly reap the benefits of CX, a strategy that solely focuses on customer-centric activities is necessary. It doesn’t stop here. You have to align your strategic efforts in a manner that it gives you a competitive advantage. 

So, if you want CX to be your best weapon in the battleground, you have to elevate and fine-tune what you are already offering or intend to offer to your customers. Here are some ways to transform CX as your new armor.

Improve your regular customer interactions

Start from scratch. Look at how you interact with customers throughout the customer journey. Be in the customer’s position, and improvise on what can be done better. If there are areas that you have overlooked before such as the manner in which the customer is welcomed to the store, or follow-up feedback requested online, initiate them. 

You don’t have to over-impress your customers to stay ahead of the competition in CX. As much as innovating can keep you in the lead, providing consistent and seamless service makes you a reliable brand. At the end of the day, what every customer needs is a flawless purchasing experience.

Understand your customer needs

Although you may not be aware of it, there can be slight mismatches between what you deliver and what the customer actually expects. This requires background research and identifying the customer persona, so you get a vivid understanding of your customers’ expectations. 

Finding out what your customer wants and providing proactive solutions is the key to remain in their good books. Look into their behavioral patterns to determine what factors undermine their choices. Customers remember brands that offer them personalized service and help whenever required. Rewards will come in the form of increased brand recognition that helps you outlast your competitors.

Respond to customer queries promptly

A lot of customer-brand engagement happens online via social media platforms at present. Marking your active presence by prompt responses to queries and feedback posted by customers can help you secure their trust. It shows the value you place on them and reward you with a loyal customer base. 

Moreover, providing a unified experience by your presence in multiple channels improves customer’s convenience in reaching out to you. As an example, a customer can experience a problem on the website but should be able to complain about it via a social media account and get the issue sorted. This well-streamlined experience is what many businesses fail to provide, so take your chance!

Train employees to provide better customer experience 

Convey the importance of centering customer experience on primary business activities to your employees. Investing in training programs to provide better customer service will make them realize the importance of CX. After all, it’s your employees who have one-to-one engagements with your clients, and their attitude, behavior, and impressions matter a lot.

Improving core soft skills like effective communication among your team members is integral to keep the customer engaged throughout their journey. Focus on employee engagement to keep your frontline teams motivated and reward them for their customer retention efforts.

Takeaway 

All your efforts on sales, marketing, PR, and branding come down to one central concept at the end. The customer. Without the customer, the business ceases to exist. So, aligning your activities to improve CX is important. But, your efforts on improving customer experience should be strategic so that it gives you leverage to perform better in the market. You need to make sure every engagement concerning the customer provides value and satisfaction. When doing it right, it will foster growth and increase the competitiveness of your business.

Identifying Common Customer Pain Points

May 25, 2020

Identifying Common Customer Pain Points

In a perfect world, there would be perfectly happy customers and businesses. But, the world we live in, every business gets a fair share of customers who face issues with its product or brand. What we as businesses can do is rectify them and aim for perfection. 

Pain points are a common hurdle every brand needs to face strategically. As a seller, innovator, or producer, first you need to identify different pain points that customers face and address them effectively. It shows how much you value them and the effort you put in to provide a good customer experience. Moreover, it builds a good impression of the brand among customers, and reinforces their sense of loyalty- Here’s a business that actually cares about us!

So, let’s find out where these pain points stem from. 

What is a customer pain point? 

Simply put, customer pain points are various problems that your customers encounter in their buying journey. This can be any issue that distracts, affects, and obstructs the customer from receiving a seamless experience from engaging with your brand. Customer pain points can be diverse as they can arise in multiple ways, and the intensity of each problem can vary from each other. 

Moreover, these issues can be specific to each product or service, and therefore you may not deal with the same problem as your counterparts. However, being knowledgeable about common customer pain point areas and the ideal ways to approach them can help you pinpoint current and potential issues that customers might be facing with your brand. There are four main types of customer pain points and we will look at each in detail below.

Financial pain points

A rational customer is always on the lookout for brands that will help them best satisfy their needs, maximize their utility, and provide value for money. If customers are overwhelmed with the fees and pricing structure, they can lookout for a better alternative to get rid of the burden. So, it is crucial to address the financial pain points faced by customers as it can impact your brand and sales negatively. A business can impose a financial strain on its customers if,

  • The delivery charges are very high.
  • Additional fees charged are complicated for the customers to decipher.
  • The durability of the product or the quality of the service is not at par with the price paid.
  • Subscription or membership fee is expensive.
  • The pricing structure or method is not transparent.

Maintaining transparency can prevent your customers from deterring from your brand. Explain the reason for any additional fees, and maintain a simple pricing structure that’s easy to understand. Moreover, it’s important to clarify any price-related questions and doubts your customers have. 

Support pain points 

Customer support is a defining element when it comes to providing good customer service. According to a global survey by Microsoft, 96% of customers believe customer service as an important factor determining their loyalty towards a brand. Therefore, good customer experience is unimaginable without prompt support to customers. 

If customers face a lack of assistance in installing, using, and troubleshooting with regards to a product/service, they can easily be disheartened towards the brand. Pain points related to support can arise when, 

  • Customers find it difficult to reach out to customer support agents to resolve an issue
  • Customers don’t receive a prompt response from a sales agent regarding a query 
  • Customers have to repeat the same detail or information to many agents
  • Customers have to deal with agents who lack knowledge or experience 

Training your employees is the best method to improve customer support. Educate them on handling customer feedback, queries, and suggestions. Improve your brand’s presence in multiple social media and other channels to make it easier for customers to reach out for help and clarifications.

Productivity pain points

Here, focus on how well your product or service helps customers to use their time more efficiently and improve their lifestyle. There may be shortcomings in the product or service that you offer that affects the productivity of the customer such as,

  • Time lags when using the product
  • Difficulty in operating the product 
  • Manufacturing defects or sub-standard products

These pain points can impact customer experience negatively, and make them look for other alternatives even at a higher price. Why? 

Customers always want products that improve their lifestyle in terms of convenience and comfort. They are more likely to purchase again if it proves to be useful. If your product is making them feel frustrated, unhappy, and consumes too much of their valuable time, you certainly need to improve it.

This is where customer feedback plays a great role in helping you understand what you are doing wrong or what can be done better. Communicate with customers and gather the information that helps you improve what you are offering. Research on buyer expectations regarding products/services similar to what you offer and find out if there’s a gap in what you offer.

Process pain points

Did you know that 74% of customers tend to switch brands if they find the buying process inconvenient? So, pay attention to how comfortable the customer is about the overall buying process. If the entire process is well-streamlined with prompt information flowing to the customer to enable the purchasing decision, your business is in a good place. If not, reassess to see what you are doing wrong.

Customers can face difficulties in the buying process in many ways such as,

  • Accessing important information related to the product 
  • Waiting in the queue for a long time
  • Navigating through the website to browse products and complete checkouts faster

Make vital information related to your product readily available in a manner that customers can easily access it. Innovate ways to reduce waiting time so that customers are catered to as soon as possible. Prompt and clear communication is also necessary to make the buying process easy for the customer. All in all, it’s important to make the customer journey a hassle-free routine that people love to engage in. 

Conclusion 

We have only dealt with common areas of customer pain points and typical problems associated with each area. Your customer might be facing one of them, multiples of them, or a novel issue completely different from them. The key is to perform adequate research and ask customers open-ended questions that will provide a clear insight into the issues they face and the level of customer experience they receive from your brand. If you want to know more about how to address customer pain points strategically using a step-by-step method, read our next article on solving customer pain points successfully. 

How to get certified in Customer Experience

May 19, 2020

CX Professionals know that well-developed customer experience can have a positive impact on the business as a whole. Forrester writes how CX can increase profits and revenue. However, a lot depends on the level of CX and how CX strategy is implemented in the company. 

 

If higher revenue is the goal of CX, the organization needs CX expertise and knowledge. In addition to management, employees must also have proper skills and understanding of customer experience. Only then, can CX be improved and defined goals be achieved? Forbes lists some actions that can help to achieve customer experience goals. They mention that the current CX baseline is no longer enough. They say organizations should engage employees and aim for better experiences. Forbes believes that educating employees in an organization is crucial. They suggest various online courses, certifications and educational conferences to improve CX expertise.

 

Of course, there is the option of asking for help from CX professionals outside the company. However, the motivation needed for continuous customer experience improvement should come from inside the organization. With CX professional expertise, especially at the beginning of the project, it is difficult to guarantee sustained development if employees do not have the skills to adapt to new changes and processes. Forrester says that even some CX professionals are not able to ensure positive ROI and show the value of CX.

 

CX excellence can be developed by customer experience related training. This will help the long-term growth of the company.  CX Academy’s customer experience courses help to achieve CX expertise and business goals. On top of this, the offered CX Certification provides acknowledgment of CX skills and expertise.

 

Take a closer look how you can become a Certified CX professional HERE!

How to become a Customer Experience professional

May 14, 2020

Customer Experience is not something that can be studied at universities, or at least not in many. And it is not something that has its own department or silo, as Forbes describes in this article. CX professionals are at the center of organizations. They are cooperating with sales, marketing, support, HR, and IT. Thus Customer Experience is not only relevant  to those who interact with customers. Every employees’ task is somehow related to customer experience. 

 

Customer Experience is  very challenging because CX professionals must communicate with all departments. They must learn to speak the ‘language’ of every team and keep the communication at a high level. (Compare, for example, marketing or tech people and the ‘language’ they speak!) CX professionals need to create and boost customer-centric strategy using the right resources. They must use data to achieve determined business goals while testing and developing CX projects. It sounds a bit complicated, right? 

 

There is a definite need for CX leaders as the number of CX professionals has increased. According to Forbes, there has been more than 1000% growth over five years. CX professionals need various tools and qualities to succeed in the role.Most importantly, they need to have experience in the field of  customer experience. They must also have the ability to identify the pain points in an organization or business. The main factor for success in CX is to have knowledge of CX. It’s no surprise that to be able to achieve good results; you need CX training and constant learning. 

 

But how can you prove you have the knowledge of CX? We have made this easier for you. We can offer you certification of the learning on your CX journey. And you don’t even need to be CX professional to learn CX! The basics can be an advantage for every employee in all areas of work.

 

Read more about CX Academy and how you can improve your CX knowledge by clicking HERE!

The best ways to learn CX

May 13, 2020

As a CX professional, you are responsible for the whole organization in a way. It might sound weird but simply put, if your company starts losing customers due to poor customer satisfaction and loyalty, you and your colleagues could be out of a job. According to Forrester, CX professionals who are not able to prove the value of CX will lose their jobs even though the number of CX leaders is growing. Because of this, you are forced to do your homework before things start to go wrong.

 

But how and where should the homework be done? Today, there are many channels where you can find information. You can learn multiple things online. How to play the piano or to renovate your home by yourself (not suggesting you do that though!). These channels exist, and without doubt, there are some videos that can be helpful. But when it comes to customer experience and learning, it is almost impossible to be sure, which are the right channels for proper CX training.

 

We have identified this issue, and we want to help your CX learning through our CXAcademy. We want to provide a high-level customer experience course that gives you a comprehensive education on the subject. Forrester says that if you try to take a shortcut in CX, you could find ‘that it’s a dead end.’ But this CX course helps you to achieve your CX related business goals by offering specific knowledge, skills and tools. There is also an opportunity to complete a CX certificate that gives recognition of your skills. 

 

Read more of CX Academy by clicking HERE.

 

 

The Customer Experience salvage package for Covid-19

May 11, 2020

The world is going through an unprecedented and rapid change due to Coronavirus (COVID-19). Businesses are being forced to take extreme measure in order to stay afloat – and the retail industry is being disproportionately affected. 

During times like these, it is easy to let the panic take over and call an end to programs that are crucial to your business, but considered extraneous during hard times. Customer experience measurement is increasingly being regarded as a pillar of business development.

However, we have seen some businesses neglect customer experience in the short term in an effort to focus their resources on revenue-driving activities. As it turns out, your CX strategy is a revenue-driving activity!

For this reason, we think that companies absolutely should not stop their CX activities but we also realize that now the possibilities to invest is lower than ever, so we put together you a package that will help you to navigate through Covid-19 situation. These are our handover to you, because we need to get through this.

The CX Academy 90% off!

Now is the best time to study and plan ahead. But we also realize that now it is tough to invest! For that reason, we temporarily reduced the price of our CX academy basic course by 90%! You can read more about the course here and get your discounted package here!

Feedbackly software with a crazy discount!

Yep, you heard it. If you stop listening to your customers now, you won’t make it through the crisis and if you do, you are lost right after. To help you out for this we have created special pricing for the Covid-19 time for new customers. When you sign up for your package we’ll share the new discounted pricing for you as well. PS. and we are not talking about some 25% discounts but a real deal!

Free analytics tool for virtual meetings

Every organization is going through a massive change regarding its ways to work. Remote work is growing like crazy due to the COVID-19 and there are just no tools to develop this new situation internally or externally. Meet, Teams, Slack, Skype, and other meetings are now the day to day but how we handle them is still on the stone age. For this reason we created a product to help you to navigate through this problem. We transformed Feedbackly to a virtual meeting analytics tool that is completely free for you. Just order the package and you are good to go measuring and developing all your virtual meetings!

We give you the book – for free!

Just as with the CX Academy, if you stop learning now, that is the worst option. This book The journey – How to create the happiest customers in the world has been in the process for years and it is based on millions of data points from thousands of customers. The retail price of the book will be around 35€ / 40$ but you will have it as an unpublished version! I’m taking a risk here but we need to push forward – together!

Free consultation

We offer a half an hour free CX consultation with our CEO Jaakko Männistö or Head of Sales Markus Räipiö. Both of them seasoned CX professionals and in addition, Jaakko is the author of the book The Journey – How to create the happiest customers in the world and an award-winning CX professional. If you need any assistance regarding the Covid-19 in your CX efforts, just book yourself a spot.

So how to get all this awesomeness?

Navigate yourself here and drop your information and we will be in touch right away with all the information you need!

Stay safe!

With love,

Feedbackly team

Get your free CX Salvage package now!

 


Get free Package

 

 

Customer Experience KPIs: The Hall of Fame

February 28, 2020

Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else would I measure them?”.

The truth is that there are many who measure KPIs only because it is a requirement of their position, and they don’t fully grasp which are the most relevant to follow for their field, let alone how to interpret them.

Now, it is notoriously difficult to identify the KPIs which determine CX success, and even more difficult to measure the return on investment for your CX program.

it is notoriously difficult to identify the KPIs which determine CX success.

At Feedbackly, tend to think that sustainable growth is the only thing that actually matters because quick wins melt away quickly. With that in mind, we’ve focused on measuring the KPIs which are the best indicators of the long-term success of your CX strategy and of your company as a whole.

Based on the millions of responses we’ve collected and analyzed from our customers, we present to you our customer experience KPI hall of fame.

1. CSAT – Customer Satisfaction Score

Let’s start with something simple. Customer Satisfaction Score (CSAT) is the most basic and arguably the most robust way to measure the success of your CX strategy.

CSAT is measured on a 5-point scale:

Feedbackly allows you to measure CSAT with a colourful smiley selector to increase engagement.

The wording of these 5 choices can change slightly but the meaning must remain the same. As you can see above, we have chosen to go with the more colloquial “happy”.

CSAT is usually measured by distributing surveys to key customer segments. You may want to measure the satisfaction of customers in your retail store. To do so, you could display a survey in your store after the checkout counter using a Feedbackly Terminal.

After collecting your data, your CSAT score can be calculated by adding up the number of customers who chose each option from ‘very satisfied’ to ‘very unsatisfied’, and multiply the number of responses for each option by the correct multiplication factor.

So for instance:

2 responses for ‘very satisfied’ – multiplication factor of 1
3 responses for ‘satisfied’ – multiplication factor of 0.75
2 responses ‘neutral’ – multiplication factor of 0.5
4 responses ‘unsatisfied’ – multiplication factor of 0.25
1 response ‘very unsatisfied’ – multiplication factor of 0

Total 12 responses

(2*1) + (3*0.75) + (2*0.5) + (4*0.25) + (1*0)) / 12
(2+2.25+1+1+0) / 12 = 0.5208 = 0.52 = 52% (this is how we calculate CSAT in Feedbackly)

52% would be considered a suboptimal CSAT score which would require deeper investigation to identify the root cause.

Make sure that you check industry benchmarks so that you can accurately compare your performance.

2. CES – Customer Effort Score

Are you making it easy for you customers to buy from you? This is the question that your customer effort score aims to answer.

The ease of buying a product or using a service can and should be measured to see if friction can be eliminated. For larger companies, a small reduction in sales friction could correspond to millions in increased revenue.

Customer effort score is measured using a 5 or 7-point scale asking a variation of this simple question:

‘How much effort did you personally have to put forth to handle your request?’

The respondents answer with some variation of these options:

1 = Very low effort
2 = Low effort
3 = Neutral
4 = High effort
5 = Very high effort

This could be in reference to (a) purchasing a product or service, (b) getting information, (c) getting a problem solved, or (d) actually using the product.

The calculation is a simple average. So you add up the values of all responses and divide it by the total number of responses.

If 345 people responded to your CES survey, and the total sum of their responses is 1543, your CES score would be 4.5. Depending on your scale system (whether you are using a 5 or 7-point system), the quality of this score varies.

3. NPS – Net Promoter Score®

Net Promoter Score is an industry standard in CX. The score is calculated using a 11-point recommendation scale, always using this question:

“How likely is it that you would recommend our company/product/service to a friend or colleague?”

The respondents are given a scale from 0-10, with 0 being not likely and 10 being very likely.

To calculate your Score, Subtract the percentage of detractors from the percentage of promoters:

Once you have your NPS score, you need to benchmark it. Counterintuitively, your Net Promoter Score could be anywhere from -100 to 100. Check industry benchmarks to see where your company stands.

 

4. Employee Engagement

Sir Richard Branson said that “Happy staff are proud staff, and proud staff delivers excellent customer service, which drives business success.”

Happy employees = Happy Customers.

The world rarely is this simple but he has a point. What we have noticed that employee engagement has a direct effect on your customer experience. We’ve written before about having the right balance between employee experience (EX) and customer experience (CX).

Part of ensuring that your employees are satisfied is keeping them engaged. Methods for engagement usually depend on the industry and the individual motivating factors of each team member. We’ve previously put together a list for improving EX in startups.

While looking at millions of interactions, we actually noticed that the biggest driver of good customer experiences is actually employee engagement, not happiness. Engagement starts with hiring the right people.

Without the right people in the right positions, engagement and satisfaction will naturally be harder to achieve. It is the responsibility of management to ensure that the talent acquisition and screening processes are working.

Another factor is culture. Company culture is probably the most difficult thing to change in an organization. For employee engagement, creating a culture of ownership is crucial.

When responsibilities are defined and tasks are delegated, employees must feel that they are truly responsible and own the work that they are doing. Without this feeling, engagement plummets and accountability decreases.

Employee engagement is notoriously difficult to measure because of fuzzy definitions. Most employee engagement measurement programs focus on these key aspects:

  1. Satisfaction
  2. Alignment
  3. Future orientation

Satisfaction can be measure on a 5-point scale, as outlined above. Alignment can be measured with any one of the many models, such as the Quinn Model. Future orientation is usually conducted as an interview, where the manager asks open questions to identify where the employee sees themselves in the future.

All 3 aspects (including quantitative and qualitative data) should be collected and combined to determine employee engagement.

5. RCR – Returning Customer Rate

Returning customer rate or referred also as the “retention rate” is very commonly used in the eCommerce world but less common in other businesses. RCR indicates the percentage of customers who purchase a product or service from your business again after already purchasing a product or service in the past.

A well-known way to improve RCR are loyalty programs. They’ve been around for ages – you buy 10 coffees and you get one free. This can and has been improved upon with digital monitoring systems where companies to see exactly how many times a customer has purchased from them, what they bought, and which store they bought it in.

This is useful information when it comes to improving RCR because it means that you can deliver targeted upsell or cross-sell promotions to them.

Fundamentally, there are only two ways to increase sales: bringing in new customers or bringing back the ones who already did business with you. Since the cost to acquire new customers is always higher than the cost to sell to existing customers, focusing on RCR will always be part of a winning strategy.

To measure RCR, you can either approach it in the old school way: simply asking your customers if they have already purchased from you before, or you can join the rest of us in the 2020’s and automatically calculate it within your digital systems. Most CRMs or POS systems will have this metric built into the dashboard.

The 4 Cornerstones Of Customer Experience

January 31, 2020

There are as many approaches to customer experience as there are professionals in the field. But when talking about the cornerstones, we’re explicitly referring to operational customer experience and customer experience management. In other words, what are the basics building blocks of a customer experience strategy and how can you put them together to create something that your customers will benefit from? Lue koko artikkeli →

Dealing with Negative Customer Feedback

December 1, 2019

Every company wants to be showered with praise. Feedback is an essential part of modern business. Having a majority of good reviews will make your organization appear reliable to the general public. Feedback can potentially impact your brand, either positively or negatively – depending on how you handle it.

Responding Properly

In many companies, there is a culture that has developed where negative customer feedback is kept at arm’s length or even ignored entirely. This is not an effective way to thrive in business. To improve, the complaints and concerns of the public must be listened to. This is the only way in which companies can identify and prevent weak points in the customer journey.

Getting defensive when reacting to negative feedback is perfectly natural. However, it is not a sign of professionalism. It may seem hard, but employees should do their best to emotionally distance themselves from complaints and not take them personally. At the same time, they should listen carefully to let the customer know they are grateful for the feedback. If your employees are engaged with your company they will put their heart and soul to it and understandably it is going to be hard. But you can always think of customer feedback as an opportunity to improve that the customer offers you!

It may also be tempting to try to prove the customer wrong. Even if you feel their opinion is misinformed, it is not helpful in the long run to be vocal about it. A vital part of the client-business relationship and customer journey is communication. Customers want to know their feedback is being taken seriously and not “fobbed off”. Responding with empathy will show them you are willing to put yourself in their shoes. Conversely, thinking only in company terms could make you appear cold and uncaring.

Responding to a Survey

Surveys and measuring customer experience can be a handy tool for getting a more detailed look at how customers really feel about the business. A written response allows customers to be more precise and honest in their feedback at every touchpoint in the business. This will give companies a greater understanding of the areas of the customer journey, which could be then improved.

When analyzing the results, it is useful to make a list of both positive and negative feedback. That way, you will know the best and worst aspects of your business. Once all of the survey information has been compiled, you can ask yourself why are people responding negatively to particular points of the customer journey? How can this be rectified in the future? Another good thing about a survey is that it provides a physical record of customer feedback in their own words. They should be stored so that the information can be referred back to when making new business decisions.

We get that managing customer feedback especially in high volumes is tough. If you would like to get some help with your feedback management, just get in touch!

4 Steps To Create The Happiest Customers In The World

October 18, 2019

Happiness As A Core Need

Happiness is a core need of our human existence. Our purchases and interactions with businesses happen on a daily basis, and make up a large chunk of our lives. Why should personal happiness be separate from our commercial interactions? We buy with our feelings. According to our own data, 20% of customer purchases can be attributed to an emotional feeling. This number is closer to 25% according to Adobe, and even more if we have previously been satisfied with a company’s service. The translates to a  customer lifetime value which is up to 14x higher! Lue koko artikkeli →