Great customer service promises and guarantees are something we see a lot from consumer businesses. Is customer service enough? The simple answer is no! A personal experience that explains why……. I recently travelled to the USA and booked to hire a car. The booking process was straight forward. The representatives friendly, helpful and supportive (great customer service!) HOWEVER…..upon arrival (after a long flight) we queued for over an hour to speak to the check in agent and get the paperwork for our car. When the tiredness and frustration subsided I thought about how different it could’ve been if they had looked at the whole experience.
Workshop Feedback Forms!! We’ve all been there, you’ve taken the day out to attend some valuable new learning. The trainer / facilitator has spent a lot of time and effort making sure they provide you with good content and exercises to improve your particular skill set. And then it happens……… Right at the end of the day, when your brain is full and your mind is thinking about what you need to pick up on the way home for tea, an A4 sheet of paper gets handed out to all the delegates. Before you go……(*mental groan*) “Can you just give me your thoughts about today
Implementing regular ways to use testimonials effectively can be a simple, yet really beneficial marketing approach for any size business. Customer testimonials have an 89% effectiveness rating as the most effective form of marketing content (SocialFresh) 97% of B2B buyers feel that user-generated content like consumer reviews are more credible than other types of content (ThisMoment) Testimonials can be captured as part of your regular customer or client survey, ad-hoc personal requests, or maybe you receive them in an unsolicited way (the best ones!) The key is to keep testimonials regularly updated and out there for your prospective clients to see. Here’s some ideas: Post on your
A Great Customer Experience (often mistaken as customer service) is every interaction, touchpoint and feeling generated by the client or consumer of a business. Remember, this starts before you even know they are a customer! Your website, reviews, word of mouth, social media, adverts etc etc. Opinions (and feelings) are being formed of what you do and how you do it. Customer service is defined as “the assistance and advice provided by a company to those people who buy or use its products or services (a small fraction of the whole experience). If you get the experience right there is arguably little or no requirement
Customer Survey Software – there are loads! Google it and you get pages and pages of your potential options. They are used by all business sectors to gather information from pretty much any group – customers (both new and past), employees, suppliers. Here are just a few of the choices out there: SurveyMonkey / Typeform / AskNicely / Survey Sparrow / Zoho Survey / Quick TapSurvey / Survey Gizmo / Smart Survey / Qualtrics / Google Forms (sort of!) The majority of survey software will all offer survey creation, distribution options, reporting and analytics. For most small-medium businesses, this is all that will be required.
I’m often asked “What are good customer survey questions?” The answer to this is that “it depends!” Now, I’m not trying to be awkward or difficult here, but the questions you ask will depend entirely upon the specific information you want to know from your specific customers and what you intend to do with this new found knowledge. This is why replicating what you see someone else sending out it not a good idea! You may find my previous blog How to Write a Customer Survey useful to read first. HOWEVER, there is 1 customer survey question that I recommend everyone uses – in some
You’ve been tasked with creating a new customer survey, one of two things generally happens: A blank page (or screen) is staring at you OR you’ve written a thousand questions – and you know no-one is going to fill that out! Aaargh! Take a breath, and go back to the beginning. What was the reason for creating the survey? (If it’s because everyone else seems to do it, you need to take a step further back and understand how YOU will benefit from it). If you really don’t know and are just trying to establish if your customer are satisfied – STOP!!! Change that objective
There’s a simple reason that all the big brands invest and conduct research and development into customer experience…..increased sales! The feel-good factor of receiving great feedback after a great business interaction is the cherry on top of the cake, the warm and fuzzy feeling that you’re doing a good job – but it’s the sales that keep us in business – and that’s essential – it’s not just to ‘be nice’. A continuous pulse check of what consumers are liking, not liking and most importantly what encourages them to be loyal and continuous customers is as essential to any business as being able to receive
We’re all too familiar with the standard ‘satisfaction style’ customer surveys that clog up our inbox asking us to rate a product, rate an agents performance, tell us how we did” etc etc ……and whilst when these first appeared we may have completed a few – and perhaps still do the odd one now – the majority of us are guilty of not even bothering to open them any more – they just head directly into that little bin icon! So how can small businesses compete if the big brands are struggling to get responses from their millions of customers? Well, there sits the key.
“Customer Satisfaction” – a well-known term in the business world – I don’t like it! An odd thing to say from a Customer Experience Specialist? Well, what is a satisfied customer? The dictionary definition of satisfied is: Contented / Pleased. A satisfied customer is one where a business has: Delivered what the customer expected In the expected time frame Charged them correctly / straightforward payment process This might actually be the goal of many businesses, but for all of us as consumers it is the basic expectation of what a company should do. As a purchaser, from the minute I decide to part with my money on