How Data Can Influence Your Customer Experience Decisions
When you’re running a business, your customer’s opinions are a valuable resource that can help position you above the rest. A 2017 survey found that 84 percent of companies that improve the customer experience see an increase in their revenue. That’s why it’s vital to get a full picture of how your customers perceive your business and use that customer feedback when making business decisions.
Why customer feedback is important
Feedback is more than just collecting commentary; it’s also about listening and considering your customer’s insights. According to a Microsoft survey, 52 percent of people believe that companies need to take action on the feedback provided by their customers. With this in mind, you should ensure that you allow your customers ample opportunities and channels to leave feedback throughout the shopping experience.
Ways to collect customer feedback
Consumers value easy and seamless processes; the less friction, the better. When it comes to collecting customer feedback, providing them with easy-to-complete options is essential. Traditional approaches like comment cards are a thing of the past. Keep in mind that there’s no one-size-fits-all feedback survey. Incorporating channels like SMS surveys, mystery shopping, and eCommerce evaluations allows customers to submit their feedback during every step of the shopping process.
Get the data that your customer experience decisions need
From receiving insights from an in-the-moment SMS survey to gaining feedback from a mystery shop, collecting customer feedback across multiple touchpoints is critical to compiling valuable information to inform customer experience decisions. Brands that provide a high-quality customer experience bring in 5.7 times more revenue than their competitors that provide a lesser quality experience.
Are you ready to diversify your customer feedback channels to help you take purposeful steps towards improving the customer experience? Contact us today to learn how offering your customers various options to submit feedback can boost your decision-making!