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It's no secret that what your customers say about you on social media can have a big impact on your brand's reputation.
Your customers are already Ranting & Raving about your brand, the trouble is 96% of the time they don’t share their thoughts with you directly. Instead they turn to their friends and family, review sites and increasingly, social media to discuss their customer experience.
The good news is, if you make it easy for them to give you their feedback at the moments most important to them, their ‘Moments of Truth’, they will be happy to tell you first, allowing you to respond.
The trick is to combine ‘Event triggered’ requests for feedback sent after key interactions, with advertised ‘Listening Posts’ which encourage customers to share their thoughts whenever they feel the need.
We’ve just put together an exclusive Infographic which explores how you can capture and respond to the Voice of your Customers at key touch points across a typical journey.
It also includes best practice advice on how to reduce customer defection, increase response rates and encourage word of mouth referrals, so we’re certain you’ll find it useful.
You can access the Infographic here.
With overall UK revenues continuing to decline but demand for an increasingly diverse range of services such as; 4G, VOIP and Mobile Internet on the increase, the Telecommunications sector is becoming an increasingly competitive environment.
It’s widely acknowledged that listening and responding to the voice of customers is important for any organisation, but for the Water Industry it’s vital. With the governance of the Service Incentive Mechanism in full flow many providers have turned to the likes of quarterly surveys and satisfaction forms to prove they are meeting the expectations of their customers. But are they actually learning anything?
My homework this weekend was to sort out some flights, as my wife and I are heading abroad for a couple of weeks in September, and we like to plan ahead. So Sunday afternoon found me battering away at every travel review site, online booking site and several airlines’ own websites trying to work out how to put our trip together.
From Employee and Human Rights through to the Right to Roam, there’s always someone around that’s keen to assert their rights – usually quite loudly and often with little regard for common sense.
Retailers are better than most when it comes to collecting customer feedback, with many using the likes of in-store questionnaires, web surveys and focus groups.
I recently had the unfortunate experience of visiting my local NHS walk-in centre, after an incident with a can of Deep Heat spray and my eye (long story - but here’s a picture if you’re feeling brave).
Shoes, Dragons and Burgers – can your VoC spot the moments that win 23 years of customer loyalty?
Your everyday service desk handles thousands of calls, emails and tweets on a daily basis – amounting to thousands of opportunities to gain insight about what really matters to an end user. Insight that when harnessed can ultimately change your business. For sure, service desk analysts and operators are driven by hard metrics: resolution rates, AHT, FCR, and so on, therefore listening and analysing what every end user has to say is a trifle difficult, but when approached in the right way your Service Desk, as the frontline of your business, can be transformed into your primary source of customer insight.
Experience Rant & Rave
Experience our demo and see why brands like Orange, Veolia and BMI use us to capture real-time feedback.
Gartner Top Tips
Read our top tips (in association with Gartner) on how to create an exceptional customer experience.