Everyone business should theoretically aspire to design a product or service so revolutionary and so meaningful that it will blow the competition out of the water resulting in hoards of customers pouring through their doors. (Wouldn’t that be nice?)
For better or worse, something akin to this is only possible when a company fully understands their customers, their wants and needs, their hopes and aspirations, as well as any pain points they may have.
For those of us who don’t know, social listening is the process by which someone is searching online sources, be it blogs, websites, the news, and, of course, social media, for any mentions or conversations that would be of any interest for that person.
In other words, social listening is not only about looking at what people are saying to you, but also about what people are saying about you. Simply put, social listening is a form of gathering feedback without having to ask for it. And to put it out there, social media monitoring only deals with what people say to you, whereas social listening does both.
Collecting customer feedback is a relatively straightforward process but knowing how to do it correctly and efficiently is another matter altogether. Regardless of what this feedback is intended to capture, there are several common mistakes that people can make when creating surveys if they’re not careful.
Delivering a quality customer experience doesn’t have to be overly complicated. And, in fact, automation at specific touchpoints can go a long way in delivering a superior customer experience and reinforcing your brand values. Here are four examples of automated replies to customer feedback you can use to enhance the customer experience.
SMS messages, or more commonly known as text messages, are an effective way to take your customer support to a whole new level. Texts have a 99% open rate, with 95% read within the first 3 minutes from being sent. What’s more, 89% of consumers would like to communicate with businesses via messaging, but, unfortunately, only 48% of companies support this sort of connection. Messaging also ranks as the number one preferred customer service channel in the United States and among the top three in the rest of the world.
In this, evermore, digital world, customer feedback usually boils down to email surveys and pop-up survey windows. Then, there are the all too familiar people with a clipboard and pencil in hand, approaching passersby customers on the street. In more recent years, however, a new and somewhat different form of surveying has come on to the scene and one that stands a good chance of becoming the favorite – feedback kiosks.
In the words of Bill Gates, “Your most unhappy customers are your greatest source of learning.” Likewise, it was one of the most influential leadership experts in the world, Ken Blanchard, who once said that “Feedback is the breakfast of champions.” Knowing how to gather and use customer feedback is what can eventually turn a small business into a multinational corporation, and there are statistics to prove it.
When working in any service industry, customer feedback plays an important role. It provides you with useful information on how to improve your services, how to introduce changes to your offerings and operations, as well as the satisfaction level of your end-customers. Here are some of the best ways to gather customer feedback based on our experience as a leader in real-time feedback solutions.
When looking for a future college to attend, prospective students and parents take many factors into account. Among the criteria that fall within this screening process are the university’s national rankings, the level of prestige it holds, its location, how that university can help in their career path, attendance costs, and how other students review those universities based on their own experiences on the college campus.
The reviews hold a considerable amount of importance in the decision-making process. In fact, online customers reviews, be them from students or otherwise, are read by over 91% of people who are interested in joining. Knowing how your students feel in real-time will greatly benefit your college’s overall reputation. Here is the simplest way to quantify students’ overall satisfaction levels and use real-time feedback to impact it.
Auxiliary services can and will influence every student’s college experience. Using student feedback on dining services, for example, can improve the overall college experience.
It is also important to realize that the satisfaction with auxiliary services a college offers will influence overall student satisfaction with the college itself. It should be taken into consideration that the needs of the students can help identify what services a college should prioritize. The best way to improve the efficiency of auxiliary services is to collect and act on student feedback.