Around 70% of the customers who leave you do so because they perceive you are indifferent to them.
Real-time feedback is a potent driver of success. Feedback can provide fascinating - and sometimes surprising - insights into the minds of your consumers and demonstrate that you care.
However, if not done well, or if capturing responses inadvertently becomes more important than providing a great service, they can frustrate and even annoy your audience.
When recently asked to complete a satisfaction survey, I was told that "only a 9 or 10 would mean anything" and asked directly if I would please choose the highest scores. This sort of staff behaviour does nothing to build loyalty or trust. In fact it's a turn off, and undermines the whole point, and indeed value, of customer feedback.
Why choose real-time customer feedback?
If feedback is managed to a good standard and is part of a wider customer engagement ethos, it can be a powerful force for change in your business. Consider this fact by Gartner: a commitment to customer experience results in up to 25% more customer retention and revenue than sales or marketing initiatives.
Whilst traditional research methods undoubtedly have their place and value, real time customer experience feedback brings many advantages. Here are ten reasons to use it in your business:
1. Research by Gartner found that opinion collected at the point-of-experience is 40% more accurate than feedback collected even as quickly as 24 hours later.
2. Customer engagement in real-time will yield a significantly higher volume of responses.
3. High quality, high volume feedback enables marketing, operational and strategic decisions to be made from a more informed and objective standpoint.
4. Decision making is based on fresh intelligence, not on ageing or limited data.
5. Electronic solutions eliminate the grind of manually collecting and analysing feedback from customers.
6. Over time, it's cheaper than traditional research methods.
7. If customers see the difference their feedback is making (e.g. 'You said, we did) it will improve their perception of your organisation and encourage more feedback.
8. When a problem is flagged in real-time, it creates the opportunity to deal with it rapidly, before it escalates, and possibly before it affects other customers too.
9. It enables customer service levels to be benchmarked between different times of day, dates, departments and sites, giving greater context to the results and shining a spotlight on problem areas.
10. The results of change can be quickly measured via follow-up surveys, as part of a continuous improvement programme.
Do you have concerns about the service your organisation provides? Or perhaps you think your customer engagement is good, but you don't have the tools to fully measure it and have visibility across all touch points.
Our mission statement is 'to help you know your customers better' and we can equip you with the knowledge and tools to implement a best-in-class engagement programme.
As one of our customers told us recently: "Ultimately, it's a simple premise. We can only know what our customers want by asking them."
*This post was originally published April 2014 and updated in October 2108.