The right customer feedback can revolutionise a business, grow its user base and earn loyalty from existing customers—as long as it is gathered and actioned correctly through the right customer experience software.
The right customer feedback software comes in organises, notifies and tracks the responses you need to upgrade your company and earn the loyalty you need to truly succeed. It keeps you up to date, allows you to respond in real time and ultimately lets you show your customer that you are proactive in addressing their concerns.
You might be asking how: here are five things you need to know.
1) All your insights in one place
If you want to improve your customer retention, you need to get inside the mind of your customer. The best, time-proven method to do this is with a customer survey. Regular surveys help businesses understand their customers, from who they are, what they like (and dislike) to the needs they have.
However, the downfall of surveying is that it produces a lot of data. And if you’re going to make heads or tails of it, you have to be able to easily sort and analyse it.
Of course, you can manually go through every survey response—but it will take hours. It’s time a lot of business owners and managers don’t have. Meanwhile, customer loyalty software does it automatically at the click of a button.
2) Track common themes and improve
Using software to listen to and collect feedback from your customers is where many businesses sell themselves short. A system that tracks and analyses customer sentiment makes it easy to spot common trends and customer pain points.
One negative comment about your online checkout system is usually not reason enough to go and invest $20,000 in a new eCommerce website. However, if 100 customers make a complaint, it’s time to take notice.
A customer loyalty platform helps prioritise business improvement strategies and resourcing requirements. What’s more, when you do implement changes, you can keep track of how your customers are responding to the change.
3) Long-term gains
An advanced customer loyalty software platform will actually pay for itself in the long term. With its ability to provide customer insights, you can make smarter business decisions, create actionable strategies, and ultimately improve customer retention—and profit.
Rather than relying on several systems (or people) to categorise, analyse and interpret your data, customer loyalty software platforms, such as Customer Monitor, can do it in one fell swoop. It’s an all-in-one package that provides immediate, actionable insights that allows you to focus on what really that matters to your business—your customers.
4) Save your most-at-risk customers
Understanding where the business falls short by using software to collect feedback means you’ll be able to easily spot where you need to improve your efforts.
You’ll also be able to save your most-at-risk customers—the customers that are most likely to leave you—as you’ll know who they are, what they need from you and how you can give it to them.
5) It pays for itself
An advanced customer loyalty solution can feed through insights for your business around which to create actionable strategies.
The actions you take based on the insights provide you with a return on investment when securing more loyal customers. Capturing customer feedback means nothing if you can’t do anything with it.
If you want to learn more about customer retention strategies, check out our free eBook below!