Transforming customer insights and feedback in achieving customer delight
No business can survive without happy customers. This makes every interaction that a customer makes with your company, invaluable. There’s an opportunity to woo them by providing the best experience you can offer. Despite customer experience being very abstract; with recent digital transformations, we can collect various data points. These data points help us evaluate the product or service feedback and the customer emotions attached to it. To collect this information, companies have various feedback points. They are sending out surveys, collecting in-store feedbacks, analyzing social media, measuring customer support feedback, and a lot more.
To gain actionable knowledge, the collected data goes through a series of steps. Here you clean, process, analyze, and then visualize the data to better understand your customer and needs. You can have an in-house team do this manually or you can go for a survey platform that comes with a pre-existing combined survey and analysis platform.
For a successful customer experience measurement and achieving customer delight, you need to understand your customer, identify customers with crucial issues that need immediate attention, implement necessary changes, and measure the feedback again.
Some extremely efficient ideas to ensure that customer feedback and insights, in turn, provides to be customer satisfaction are as follows:
1. Try taking out a wholesome solution- If the same problem is being faced by a lot of customers then the issue is to be resolved completely. Like if people are facing issues in communicating with the firm then you should simplify the communicating process.
2. Every employee should be a problem solver- Every employee should be aware of all the customer grievances and feedback and should work accordingly. Here, their department should not be a hindrance and even those who don’t normally deal with customers should be aware of the issues that customers face and should be focused on improving products, services, and processes to eliminate those issues.
3. Take advantage of technology- Technology can always be the best alternative to make things better. Some technology not only saves you time but also simplifies the task at hand. You can even let the customer know who is coming to do the service along with a picture. A sentimental analysis of your customer feedback can help you understand the emotions behind the feedback. This way you can personalize their experience and manage expectations.
4. Get Better- By tracking the frequency of service requests in your help desk software you can identify opportunities to make changes to your product or service to help eliminate customers’ grievances.
Words get out a lot faster if you have poor customer service. According to Salesforce research, 62% of customers say they share their bad experiences with others. Organizations should take accountability for good customer service and ensure their stakeholders are also taking customer delight as an important part of their work. By making the severe mistake of ignoring customer experience, many great companies missed out on so many opportunities to upsell, cross-sell that it eventually led to their downfall. It’s common knowledge that one cannot attract new customers without retaining the current ones happy. So it’s imperative to adopt the simple mantra of customer delight.
