The customer profile has changed in recent years, and so has the customer loyalty strategy. It’s becoming a harder target to achieve, with more consumer’s valuing quick and efficient transactions, less face time, and streamlined solutions.
Today’s marketplace is dynamic, fast paced, and saturated with competition. No matter how great your product, it is still essential to differentiate yourself from your competitors by creating a customer experience (CX) that exceeds clients’ expectations. CX covers much more than traditional customer service.
This series, The Science of Surveys, explains the world of surveys for the busy, on-the-go restaurant owner: best practices, tips & tricks, and heads up in designing, collecting, and analyzing surveys. Understanding the types of questions available at your disposal will help you design a more effective survey.
Surveys are an important tool to help you understand market trends and customer experience. They can provide valuable information, but if you’re not careful, you could be skewing your results. Survey bias is when features in your survey accidentally influence the results. When this happens, you end up with inaccurate samples.
If you are designing a survey or study for your company, sample size is one of the first questions you will encounter. Your sample size can have a big impact on the accuracy of your results. Whether you are just analyzing trends, or gathering data to support a big merger, it pays to know your numbers. So, let’s talk about sample size.
Implementing a program to gather customer input can be an exciting endeavor. The team spends hours defining the survey process, drafting the questions, creating customer incentives, and implementing technology. The program is announced, the technology is activated, but customers don’t seem to be filling out the surveys. Although this is a common experience, it is because some critical steps are often overlooked. The following three items will prove to be invaluable in ensuring the proper implementation of your customer survey program.
Developing an effective survey is no easy task. Creating the questions, removing bias, presenting the survey, and analyzing the feedback can all affect the outcome of the response. In the ideal world, a survey captures true feedback that helps to refine your customer experience and drive bottom line profits. Leveraging best practices can help you to quickly create surveys that help you to better serve the customer and grow your business.
With great customer service comes great expectations! As organizations place additional emphasis on customer experience and the measuring of customer satisfaction, they create environments where excellence is expected. A service driven environment necessitates the design of a relevant customer recovery process. At AfterWords, we have integrated recovery tools in our software, resolving situations once the customer provides input. Our tools are great, but we train our customers to catch issues before escalation. The following seven tips provide a foundation for a world class customer recovery culture.