Want an insight into how customers think and feel about your brand?
The easiest way to know whether you’re on the right track for customer experience is to gather as much feedback from your audience as possible. Feedback is a powerful compass giving your business insights into the steps required for a better customer journey.
The more feedback you collect (good and bad), the more you can make informed decisions on how to optimize business processes, conversions, and client loyalty. Today, we’re going to look at just some of the best ways to receive customer feedback.
1. Feedback Surveys
Probably the simplest option for most companies, feedback surveys simply ask your customers to provide their insights on a specific experience. You can deliver customer feedback surveys to customers in a variety of ways. For instance, you might send an SMS survey that asks clients to rate their experience on a scale of 1 to 5, or automatically deliver surveys via email.
If you have a mobile app, you can even send requests for surveys to customer smartphones via beacon when they leave your store. If you’re worried about customers not having time to complete an entire survey, try Net Promoter Score (NPS). This uses a scale of 1 to 10 to determine whether customers would recommend you to other clients. You count your negative responses (Scores of 0 to 6), neutral responses (7-8), and positive responses (9 and 10) to get an overall score.
Because there’s only one question to answer, customers are more likely to respond.
2. Review Conversations
Omni-channel tools for customer experience are becoming increasingly effective at gathering customer information. The live chat apps on your website can collect transcripts and offer insight into customer trends and experiences. You can even ask a bot to request a rating from your customer at the end of a self-service discussion.
Artificial Intelligence and analytics solutions can also gather useful information from calls and voice conversations, evaluating everything from customer sentiment to overall satisfaction. Transcripts and recorded calls can form the foundation of future training strategies so you can actively improve your ability to respond to different kinds of customers. Some tools even come with machine learning features to ensure your service improves with time.
3. Use CX Analytics
Analytical tools in your customer experience landscape aren’t limited to solutions that can record and analyse conversations. There are full reporting suites available that can integrate with your website analytics service and CRM to help you better understand your audience. The more information you can gather from every stage of the customer journey, the easier it is to adapt to suit your clients.