How to Craft a Customer Survey to Build More Loyal Clients
Posted on 25 November, 2014There is no better resource to utilize for improving customer experience than with a survey. Surveys impart the ability to translate specific data needed for analysis. Simply ask customers for their feedback and assess results to identify customer satisfaction, gauge the introduction of a new product or service, or conduct research for new thought leadership data. Crafting an effective customer experience survey is more complicated than understanding what information you desire. An effective survey design is an art and a science of forming the right questions. Creating the “right questions” is more challenging than one may think. Omega Management Group ... Read More...
Customer Satisfaction Relies on Company Success
Posted on 31 July, 2014Company success directly impacts customer retention and satisfaction. The wisdom from successful entrepreneurs has been gathered and Omega Management Group shares the details. Follow Your Heart Dennis Crowley, CEO of Foursquare, still cites the advice of his mother, “Do what you love, and the rest will come.” Crowley continues to follow his mother’s advice and has accumulated knowledge of his own. Be clear to investors on company’s do’s and don’ts. Hire strategically and build a reliable team. Your great employees will stay. Train your employees that are not so great to ensure their skills and knowledge become great. Maintain focus and let go of negative ... Read More...
Videos need to be supported to generate customer support results
Posted on 27 August, 2013
Technology has opened a number of new channels for companies to connect with their audiences. Social media and mobile tools allow businesses to provide engaging materials directly to individuals. Successfully driving activity through these channels depends on having content that potential customers want. For a growing number of organizations, that content is presented in professional videos.
According to B2B Online, the number of YouTube-style films made by top brands has jumped by 73 percent annually since 2009. These marketing tools are an effective way to offer explanations, give demonstrations and build a following. However, the source noted that many organizations fail ... Read More...
Loyalty programs need unique customer experiences to get results
Posted on 22 August, 2013
Customer loyalty programs are designed to help companies improve sales, but they often fail to deliver the engaging customer experiences that result in true brand allegiance.
Loyalty programs are common within the airline industry. Each organization seems to offer its own version to attract frequent fliers with discounts and perks such as early boarding. Unfortunately, a survey by Deloitte showed that these programs don't work for their intended purposes. Business travelers do take advantage of the deals offered through the initiatives, but they don't limit themselves to just one airline. The more people traveled, the more likely they were to participate in ... Read More...
Enhance customer experiences by examining the sales process
Posted on 20 August, 2013
Having the right sales process can channel potential clients to the correct departments to quickly and smoothly finalize purchases. With effective customer experience management (CEM) strategies, communication is improved at each step to ensure no potential opportunities are missed. This creates a seamless interaction with leads that can boost conversion rates and contribute to higher customer satisfaction.
Unfortunately, many organizations have sales processes that end up costing them business, according to Forbes. The source noted that efforts to improve customer service often create frustrating and repetitive encounters by restricting the actions of sales staff. Potential customers hate repeating their requests as they speak to ... Read More...
Switch to a service mindset to see positive results in customer loyalty
Posted on 13 August, 2013
Effective marketing campaigns can generate a lot of foot traffic and inquiries for firms. However, turning these potential leads into sales requires more than simply offering a discount.
Multichannel Merchant stated that businesses that focus on serving their audience are able to provide stronger customer experiences and drive sales. While marketing and promotions help attract new customers, it is the services companies provide that will build brand loyalty and generate repeat purchases. For many organizations, particularly those in the B2B sector, this requires switching from a promotion-focused mindset to one concerned with delivering on promises.
The source noted that there are several ways businesses ... Read More...
Refresh customer experiences by adding new features
Posted on 02 August, 2013
Facebook generates a lot of web activity, with 699 million people logging onto the website every day. Its popularity has made it the default social network for businesses and organizations looking to connect with consumers. Now, Facebook has implemented yet another feature designed to improve customer experiences and change how people interact online.
Wired reported that the social networking giant has enabled embedded posts. This feature allows users to quickly post Facebook content on other websites. The source noted that this will create greater flexibility when it comes to sharing blogs, videos, news articles and other online content. The concept is ... Read More...
Employee engagement enhances customer experiences
Posted on 15 July, 2013
Customer service is essential to improving sales and retaining clients. Positive experiences dealing with sales staff or customer service agents help brands engage their audiences, which can have a favorable impact on customers' impressions of companies.
Businesses often struggle to consistently provide meaningful customer experiences because their own staff members lack engagement. The Harvard Business Review stated that employee engagement boosts performance in a number of key areas. Everything from productivity to product quality to worker safety is improved when organizations focus on addressing the needs of their staff. Citing a survey by Gallup, the source noted that firms with high ... Read More...
Companies struggle to provide good customer experiences through mobile channels
Posted on 10 July, 2013
Smartphones and tablets play a growing role in the interactions between customers and businesses. Business buyers often use mobile technology to research products, compare prices and check reviews before making a purchase. In response, companies are adjusting their marketing strategies to cultivate a more personalized customer experience through the mobile channel. However, there remain a number of challenges for organizations to overcome when it comes to mobile services.
Customers turn to mobile devices for the convenience. They can access websites or check messages from anywhere to get information or place orders. Businesses wanting to improve mobile aspects of their customer retention programs should focus ... Read More...
Customers expecting seamless omnichannel experience
Posted on 10 July, 2013
The online purchasing process has evolved. While e-commerce continues to grow, accounting for more than $1 trillion in transactions worldwide, businesses struggle to provide a meaningful customer experience for their clients.
E-commerce has changed significantly in the last few years to become integrated with mobile, social and in-store channels. Consumers want the flexibility and convenience of shopping through multiple channels, often simultaneously, which is forcing businesses to develop omnichannel approaches to their e-commerce operations. Everything from marketing tactics to logistics is tied together to create a seamless transaction that improves customer satisfaction.
A recent survey by Exolevel found that 89 percent of consumers ... Read More...
- Customer Experience Best Practices
- Customer Experience ROI
- Customer Experience Strategy
- Customer Service Horror Stories
- How to Deliver Optimum Omni-channel Customer Service
- SCORE Conference 2016 Highlights
- They Want What You Have
- The Power Punch of Customer Surveys
- Air-Tight Customer Retention Tactics