We’ve all been there. You’re making a purchase and things don’t go as well as expected. You are frustrated and want to give feedback, but you don’t have a clear idea of how to do that. So you tell friends, you post it online, and you may visit the company’s website to fill in a form.
At that moment, you are unhappy, and may never purchase from that retailer again. Next time you’ll look for an alternative because you didn’t feel valued at all.
It doesn’t have to be this way. As an organization, how many of your customers and prospects feel this way?
If you don’t know the answer to this question, you cannot leave it to guesswork.
Turning unhappy customers into ambassadors.
What would have happened to that customer if they were able to provide feedback about their experience in real-time? With that feedback, your team would be able to identify the problem and follow-up with them in a matter of hours.
Immediately, that customer would feel much more valued because they were heard and responded to. They would tell their friends because, unlike all of the other retailers out there, you went out of your way to solve the problem. Their friends would buy from you next time because they remembered how good your customer service was.
That is the power of real-time customer feedback. Your company’s customer satisfaction, renewals and churn depend on it. Getting it right means increased profitability, which is why you can’t leave it to customers to proactively tell you what is wrong.
To understand your customers, you need to collect feedback in real-time. Our memories are imperfect and open to influence from outside factors, so if there is a time lapse between when we experience something and when we are asked about it, the results may not be entirely accurate.
This is where responsive surveys come in. They operate at every touchpoint, on any device, on any channel. In real-time you get customer event-driven data so that things can be addressed as they are happening, and you can use analytics to influence and inform business decision-making.
If you would like to explore how your company can improve the way it builds trust and customer loyalty, contact us today for a free demo.
This post is originally from the Questback blog.