Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Isn’t frustrating for you as a consumer?
Do you know every bad experience is the lost revenue for your business of that specific customer?
It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand. Customer-centric mindset is the need of the hour to conquer the competition and make your brand stand-out. So, it all depends on how your brand handles the negative feedback of customers.
Over and above, leaving an open-ended conversation can be quite problematic for brand success. Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts.
No action on bad experience can affect the bottom line!
Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. (Source)
Closing the loop with customer feedback doesn’t need to be difficult at all.
1. Listen to the customers constantly
Explore innovative ways to listen to your customers and know what they feel about your brand. For this reason, a simple feedback survey can help in collecting feedback but unable to trace the sentiment of your customers’ perception. Ai-enabled experience management can provide businesses a clear picture and effective listening by analyzing text and sentiment of customers.
2. Understand customer expectations
One thing your business cannot afford to skip is to understand the growing expectations of customers from your business or brand. As per a recent report revealed by Salesforce, “51% of customers say most companies fall short of their expectations for great experiences”. Schedule a call with an expert CX consultant to make this work for your business.
3. Churn out customer interaction
Find out ways to interact with customers and ask for feedback whenever possible at different touchpoints. Do you know customers often switch to the competitor’s brand without notifying a negative experience? So, it’s recommended to send thank-you messages along with a Customer Satisfaction Score (CSAT) survey post-purchase to collect feedback of customers.
4. Integrate feedback with CRM, Point of Sale, In-App, and Website
CRM, Point of Sale (PoS), in-app and website integration with Ai-enabled experience management software can help your business in tackling negative experience faster than ever. Closed-loop customer feedback functionality in SurveySensum generates detectors alert to the appropriate manager or CX executive for quick actions.
5. Respond with a solution to customer feedback
In the age of Customer Experience (CX), it’s crucial to respond to negative reviews as quickly as possible. One dissatisfied customer could spread bad reviews online to 100 or more customers on social media. Closing the feedback loop and working with customers to turn their bad experience into feel-good ones can help minimize this risk.
6. Make Use of AI Technology
Technology is the mindfulness of closed-loop customer feedback capability! SurveySensum’s AI-enabled Customer Experience Management makes it simpler and faster for brands to take positive action on a negative experience, in turn, improve Net Promoter Score (NPS) of the brand. Turn your unhappy customers into super-fans.
7. Engage customers to improve customer retention
Greater engagement leads to higher sales! Customer Experience Management by SurveySensum helps you take care of this thing by triggering reminder Ai-enabled NPS feedback surveys to understand or predict customer purchase behavior all the while. 59% of customers say tailored engagement based on past interactions is very important to winning their business. (Source)
What needs to be ignored while closing the loop with customers?
Delay in response, inappropriate solution and too complex closed-loop customer feedback work-flow.
Close the loop with SurveySensum
Simple. Affordable. Swift.
According to Salesforce, 67 percent of customers say that their standard for good experiences is higher than ever before.
Current time demands accuracy and speed in CX management which is not feasible with manual or traditional surveys. AI-enabled CX management can connect the dots for brands across different industries to close the loop real-time.
What to expect?
• Get Strategic Customer Experience Measurement Reports
• Send Personalized Surveys
• Generate Detectors Alerts
• Access Real-time Dashboards
• Customized Closed-loop Work-Flow for your Business needs
SurveySensum empowers customer service team in your company by integrating with CRM, POS, in-app and website to offer “closed-loop” capability. This simply means, after collecting and analyzing customer feedback, the company will be able to act on collected feedback, that too real-time by responding instantly.