Collecting customer feedback is key to understanding how well you're meeting customers' needs. And while collecting all the feedback in the world is great, unless this feedback is actionable, it proves to be of no value. Let's explore helpful tips and advice for getting the most out of your customer feedback by using it in actionable ways.
How engaged are your customers? What steps have you taken to ensure that each customer who interacts with your company is fully engaged? If you are like most organizations (one study showed more than half), you don’t have a formal program for customer engagement in place. How many customers did you lose last year? Not sure? Customer engagement programs have methods for providing you with this vital information. If you have not implemented a formal customer engagement program, you probably don't have the tools in longterm scalable company growth.
A customer making a purchase is not a single act. Today, with competition fierce and a wide array of platforms and ways to make a purchase available to customers, there are a number of steps that go into that final act of purchasing. Customers are smarter and savvier today because of technology. Businesses who want to attract customers must also be just as savvy and intelligent, and that means understanding their customers and the journey they travel to make a purchase.
The HubSpot cloud-based software platform is well known for fluidly assisting companies in launching and controlling marketing campaigns. HubSpot can also help with managing sales processes and supporting customers’ ongoing needs. This all-in-one system provides businesses with the data required for strategic decisions in sales, marketing and customer service to support business goals and growth objectives.
According to a recent study, 97% of customers say that customer service is the single most important factor in determining how much loyalty they'll show to a business or brand. It's also important to note that even more than being "delighted," customers want their problems solved. Loyalty programs or other types of promotions to reward a past purchase are nice, but if you really want to take a single sale and turn it into a repeat purchase and do it over and over again, you need to make sure that you take care of your customer.
Have you ever had a really bad customer experience with a company? I’m willing to bet you have. I’m also willing to bet it was so bad at one point that you went and wrote a review that reflected that bad experience. And on the other hand, have you had a really good experience that you felt so confident in that you suggested it to a friend or provided a really good review of it somewhere? To put it simply, in today’s digital landscape, the customer experience and what they do afterwards is becoming a big part of how we make most of our purchasing decisions.
Customer service seems like a straightforward enough practice to understand because it's the provision of service to customers with little room for confusion or controversy. However, notions about what customer service is, or what it entails cam vary, even between professionals. For example, more expansive textbook definitions suggest customer service also extends to include activities before, and during the initial sale—before prospects even become customers.
As a senior executive, you're aware that it costs significantly more to acquire new customers than it does to engage the ones that you already have. When evaluating your business growth strategy, highly-engaged customers should be a critical component of your plan. One of the most widely-used management tools for determining the readiness of your customer base to be activated in your growth strategy is the Net Promoter Score (NPS). Here's what you need to know about the Net Promoter Score and how it can be used to solve problems in raising awareness of your company.