Have you ever been to a store that you just met because your friend was talking about it? Or going to a doctor or hospital because your friend referred you? Without us knowing it, we often go shopping for both products and services to a place based on recommendations from people or closest friends for whom the information can be trusted. Even if necessary we will ask everyone in our environment to get the best opinion on where to go. This naturally continues to this day because common sense dictates that the better a place is, the more people will recommend it.
Customer Experience or customer experience with your company or your product is a surefire weapon to be able to make customers loyal to you and even recommend you to others.
The 2011 Customer Experience Impact (CEI) report explored the relationship between consumers and brands. Based on a survey conducted by Right Now which was acquired by Oracle in March 2012, revealed the following facts:
- 86% of consumers will pay more for a better customer experience.
- 89% of consumers start moving to another brand / company after a bad customer experience.
- 79% of consumers share complaints about a bad experience they had when their complaint was ignored.
- 50% of consumers only give complaining companies one week to answer their questions before they finally stop being customers.
Look at how important it is for companies to manage a customer experience that is getting better day by day.
Feed Back for Knowing Customer Experience
There are several types of feed back that can be done to explore customer experience :
- Gained: This is any type of feedback your customers send proactively without being asked or encouraged to do so. Some examples of feedback given include letters / messages of customer impressions, phone calls with compliments that go to customer service , live chat conversations, and messages via social media that can go viral.
- Requested: Asked feedback is when you take the initiative to contact a customer and ask for suggestions to improve your product or the way you communicate with them. This includes requests for CSAT (Customer Satisfaction Score) ratings, NPS (Net Promoter Score®) surveys, replies to email newsletters or in-app messages, or when company teams conduct customer interviews.
- Observed: This is the feedback you get when monitoring how your customers interact with your product, the paths they follow, and the documentation they read. Monitor customer behavior carefully from various aspects such as their interest in product-related articles, where new customers get information and so on.
Then take advantage of this to grow your business, especially in the era of social media that is so strong today. Take the maximum benefit by properly managing the customer experience and feeling the results. May be useful!