Imagine this: You’re doing everything you can to grow your business. You’ve redesigned your website, you’re sales team is working hard, and you are indeed getting new customers. But your customer churn is through the roof, and you don’t even know if your customers are satisfied. What’s worse, you’re running out of ideas and your investors are looking for a reason to keep the cash flowing. The issue is that you’re not thinking about the big picture because you’re too focused on individual systems and interactions. You’re not thinking about customer experience. What the concept of customer experience forces us to do is look at a customer’s entire perception of your brand as a fluid and evolving thing – shaped by each and every interaction they have with it. Let’s look at the true cost of bad customer experiences.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people from all corners of the world can have their favourite products shipped straight to their front door. Amazon is taking advantage of this more than any other company in the world at the moment, and there’s no sign of them slowing down.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

The Feedbackly Terminal is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data for leading customer-centric businesses all over the world. With features like customer satisfaction surveys, open ended response capabilities and a unique ‘upsell’ iPhone competition, the Feedbackly Terminal is truly one of a kind.

Once you have a Feedbackly Terminal installed in your store, the next step is to learn how optimize your station and get the most out of the service. It is not only important to understand the key features but to also pay particular attention to the location of your device within your store or service area. Carefully picking the location for your device is a great way to receive even higher levels of customer feedback and grow your overall customer experience.

Here are our top tips:

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

At Feedbackly we strongly believe that to be the best in your industry, you must consistently listen to your customers and make changes to suit their needs. Only your customers know exactly how they feel about your company and can provide the best insights into how your product could change their lives, steering you towards the ultimate goal of achieving strong customer advocacy and loyalty. This is where Feedbackly shines above the rest.

A top-quality, personalized service generally leads to great customer experience, which in turn makes it far more likely for your customers to recommend you to a friend. What better way to reach new customers than to have your own customers do it for you. And so with that in mind we decided to share our own NPS (Net Promoter Score) from the last 6 months to show what our customers think of Feedbackly, and to outline how their voice has shaped our company.

In short, NPS is a standardized way of measuring how likely your customers are to recommend your company to a friend or colleague. This is a good indicator of customer satisfaction and can be easily compared across industries. (For more details on NPS, check out our previous blog post HERE)

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

Some of the most requested features from our users relate to managing statistics and adding more functionality to add statistical significance to their feedback data. Not only does this make your data more meaningful, it allows you to make more powerful business decisions (and be more confident in those decisions). Feedbackly is the only feedback tool that adapts to the skill level of the user, allowing you to go as deep into the data as you are comfortable doing. Lue koko artikkeli



Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

There’s a lot of buzz right now about customer experience (CX), and why it’s the next big thing for companies to differentiate themselves in a competitive market. But what are people really saying? By dedicating themselves to a better customer experience, companies can reap many benefits including higher revenues and retention, happier employees, more recognition, and a chance at thriving even when their industry is not. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become models of great customer experience?

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

Feedbackly offers a one-stop solution for larger enterprise customers who want a hassle-free solution to their customer feedback strategy. Feedbackly provides industry-leading support to these solution sales customers using cutting edge remote management technology. This technology, combined with our team of live chat and phone support workers allows us to provide the best experience possible to our customers (we like to think of you as part of our family).

 

Kiosk Support

For our customers who need feedback solution for retail, we offer the Feedbackly kiosk. A proprietary device that is usually placed in a brick-and-mortar store’s high traffic area. Many of our customers have hundreds of Feedbackly kiosks which require 24h monitoring and technical support. Our support team is split between 2 continents to provide the most reliable and highest quality coverage.

What this means is that if you are experiencing problems with your Feedbackly kiosk, you have 3 ways of reaching us: Phone, email, and live chat. While we recommend that you use the live chat on our website or in your Feedbackly dashboard, we realize that some problems can be more easily resolved over the phone. With our remote management software, 99% of problems can be fixed remotely in a matter of minutes. We can reset your device, update/change that survey displayed, or update the operating system.

The best aspect of our remote support is that we monitor every device and will alert you if it goes offline, even for a few minutes. This takes the responsibility off of your floor-level employees and is one less thing you have to worry about. As you can see from the image above, we have complete control over our remote device management and our goal is to provide a seamless customer experience for both our customers and our customers’ customers.

We believe in staying in touch with our customers on a constant basis. We do this because we want to make sure they are getting all the benefits possible from using our service as well as making sure they aren’t facing issues or having questions without us knowing about it. If you have any questions about our customer feedback solution package, click the link below to book a demo with us!

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

The biggest mistake that a customer service manager can make is assuming that anecdotal evidence is sufficient in properly identifying the overall satisfaction of your customers. Many companies just assume that their customers are happy or worse yet, they fall victim to confirmation bias when looking through support requests or customer feedback. After years of working with companies of all sizes across 3 continents, I’ve noticed similar patterns in all of our client’s customer experience management strategies both in the data collection and in the analysis stage.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.