Are you a business owner who struggles with trying to figure out how to make your customer experience better? Are you constantly finding ways to track customer feedback with little results or one-word answers? Many business owners like you are turning to programs and applications that take care of that work for you and offer insight into the customer experience in a big way. Instead of coordinating focus groups to get a better feel for customer satisfaction, these savvy business owners are turning to Voice of the Customer (VoC) and similar services for customer feedback data. Here’s how these tools can benefit you and how they work.
Exit Surveys
Social media only goes so far. While a business owner can do their best to read reviews, track comments about their business, and try to manually solicit customer feedback, there are easier and less time-consuming ways out there. With voice of the customer tools, for example, you can monitor customer service and experiences through exit surveys. These tools work to collect customer experience data and provide you with updates on how your customers are feeling about your business. Not only will VOC tools mean customers can offer feedback, but the service itself will make recommendations, too, in providing regular overall analysis of how your business is doing and areas upon which you can improve.
Data Collections
Maybe you run a storage center. Your days include trying to convince customers about the benefits of self-storage solutions. A busy person like you just doesn’t have time to read every review or reach out to customers for how they liked using your services. While you could ask a customer about their experience when they turn in their keys, it’s not the same as the intensive data you could get with a VOC tool. These tools will break the numbers down and show you whether customers thought your business was cluttered, self-storage units too big or too small, and if they felt safe leaving their belongings with you. All of this information will be able to be used for marketing and changes to improve your overall customer experiences.
Customer Retention Information
The key to getting repeat customers is keeping them happy. By using customer feedback to make changes to your services, you’ll have a great chance to improve your customers’ experiences. Word of mouth matters, and where social media helps is that customers will start recommending you based on how you implement their feedback. In the end, it will all add up to great results for your business.
Data Analytics
While long questionnaires are one way to collect information on the customer experience, they don’t necessarily give you the data you’ll need to understand what to change with your business. By using an application meant to track data, you’ll have the benefit of seeing how those numbers apply to the real world. For example, if twenty percent of your customers want you to go green and ditch those disposable straws, it might be something worth looking into that could have been easily missed with a simple question like how they enjoyed their overall experience.
In the end, your focus has to be on your business. The trouble is that customer experience and customer satisfaction are what will keep you in the market. By using a Voice of the Customer program or something similar, you’ll not only save yourself time but wind up with happier customers. In allowing these programs to track the customer journey, you’ll have time to address other important priorities like employee engagement, market research, providing a better product, your brand, marketing, and more. If a better customer experience and attracting new patrons through word of mouth referrals and customer satisfaction sounds good to you, consider a VOC program.
