“We love our customers.” This phrase is commonly used by many companies to profess their undying and irrevocable love for customers. To solidify this, they even go so far as to print such phrases into their marketing materials and business cards. However, instead of simply expressing your love for your customers aloud, we challenge you to ask yourself–“Do these words really matter or are they just hollow?” True “love” of one’s customers requires an understanding of their feelings, expectations, and needs—including customer satisfaction.
It has been estimated that customers who are satisfied with an organization’s services tend to buy 147% more than unsatisfied customers. Customers nowadays are quite savvy, and they are most likely to find an alternative if they are unhappy with any particular brand.
Despite the widespread recognition of the importance of the customer experience, businesses often find that they have a hard time improving it. After all, figuring out how to deliver an amazing customer experience is not an easy job. Customers expect personalized, timely, effortless, and rewarding experiences across all channels.
Fortunately, there are plenty of options that can help you shower your customers with love:
Acknowledge the online user experience
It is important to acknowledge how customers feel about your company and your products. Work on solving the hidden problems that might be harming your brand.
Understand what makes a great customer experience
Prior to creating a customer experience strategy, it is important to understand what makes a great customer experience. It is important to understand how you want your customers to feel when they interact with your brand. Once you have determined your definition of the best customer experience, it is much easier to emphasize more on delivering the required experience.
Create a customer-centric culture
Keep in mind that a single team cannot manage the entire customer experience in your organization. A customer-centric culture needs to be created across the board that will work wonders on improving the customer experience as a whole.
Reward your customers
It is great to reward your engaging customers by offering incentives such as guides, discounts, and e-books. This will enable you to retain your engaging customers to help further promote your brand.
Online customer experience surveys are important
Customer experience surveys are crucial for businesses and organizations looking to understand brand perceptions from one’s customer base. Have a look at some of the important reasons to use online surveys to improve the customer experience.
Know your brand promoters
Deploying online customer experience surveys will help you identify your brand promoters. Besides, you can also target your detractors and conveniently convert them into promoters with a bit of effort.
Retain your customers
These online surveys will enable you to immediately incorporate effective changes, thus making sure you do not lose customers. Tracking the customer experience will help you anticipate any product or service that is not going in the right direction or performing ideally.
Collect informative data to make decisions
You can be well-informed of the choices of your customers and can make the best decisions by gathering tangible data.
Although conducting surveys to improve the customer experience is a great option, creating a useful customer experience survey is not as straightforward as it may seem.
When designing a customer experience survey, consider the below tips:
Choose the right online survey tool
Finding the best online survey tool is a great option to evaluate your customer’s journey. Do you want issues to be resolved quickly? You need to look for the solution that is most intuitive to facilitate you getting the data you need most expeditiously.
Set your goal for conducting the survey
Prior to designing your survey, you need to determine why you want to conduct it. Are you planning one just for feedback in a specific area or are you looking to rate the entire customer experience? It is much easier to design a survey if you already have your goals set.
Use open-ended questions
Open-ended questions provide context to structured items, like likert questions. This is because they enable respondents to feel free to express their respective opinions.
Avoid using technical terms
It is important that your survey is easy to read and simple to understand. Often, respondents are not aware of the many technical terms in use with a large number of published surveys.
Test, test, and test again
Prior to sending your online survey, try it across all devices and mediums that your respondents may use, including desktop and laptop computers, Android tablets, iPads, Android phones, and iPhones. You need to see how your survey will appear in different mediums to ensure that you are delivering the intended survey experience.
We hope that these tips will help to steer you down the right path when creating and deploying customer surveys. Let us know your thoughts!