Hollywood Quotes that stress the importance of Customer Feedback
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The document outlines seven practical strategies for collecting customer feedback, emphasizing the importance of understanding customer dissatisfaction to minimize churn. Key methods include implementing live chat, establishing dedicated feedback channels, utilizing phone calls, conducting surveys, sending personalized email requests, displaying positive feedback, and following up on received feedback. By actively seeking and responding to customer input, brands can enhance customer relationships and overall satisfaction.
Hollywood Quotes that stress the importance of Customer Feedback
- 1. 7 PRACTICAL WAYS TO COLLECT MORE CUSTOMER FEEDBACK
- 2. INTRODUCTION ▸ There’s a saying that for every customer who actually bothers to complain about an unpleasant experience with a brand, there are 26 more customers who remain silent. ▸ Instead of speaking their minds out,or in other words, giving customer feedback, they simply take their business elsewhere ▸ The only way for your brand to reduce customer churn is to discover what your customers are displeased with, which means taking action and getting those silent customers to open up www.getcloudcherry.com Don’t Just Satisfy,Delight.
- 3. GET GOING ON LIVE CHAT www.getcloudcherry.com "You talkin’ to me?” – Robert De Niro, Taxi Driver
- 4. ▸ Surveys show that many people find live chat on websites extremely useful ▸ With a live chat system in place, you can address a wide range of issues, including things like helping customers find what they are looking for, answering their various questions and even solving immediate issues they are having with your product or service ▸ The main advantage of live chat is the real-time connection with a customer, which is powerful when attempting to build a relationship www.getcloudcherry.com Don’t Just Satisfy,Delight.
- 5. SET UP DEDICATED FEEDBACK CHANNELS www.getcloudcherry.com "Movie actors earn their living and learn their craft through listening and reacting" - Michael Caine
- 6. www.getcloudcherry.com ▸ One of the most effective ways of getting customer feedback is to have a dedicated feedback channel. A survey says that 54% of customers prefer a dedicated email address where they can air their grievances ▸ Remember, not everyone is comfortable taking their complaints public. So, by providing them with a direct communication channel, you encourage them to send you their feedback ▸ Make sure the form or email address is displayed prominently on your website. If you are using a form, make sure it isn’t too long Don’t Just Satisfy,Delight.
- 7. PICK UP THE TELEPHONE www.getcloudcherry.com “I'm old fashioned with my cell phone. I like that human contact and I think it's important” - Giovanni Ribisi
- 8. www.getcloudcherry.com ▸ Talking to your customers on the phone is another feasible means to gather customer feedback. This proactive approach also tends to result in a better response rate ▸ Through phone, you can gauge your customers’ state of mind and sentiment towards your product, which might not be possible via email or website surveys ▸ Keep in mind that if you take this approach, the person making the phone calls needs to sound genuinely interested in helping and listening to the customer Don’t Just Satisfy,Delight.
- 9. START WITH THE BASICS - SURVEYS www.getcloudcherry.com “It’s never too late to begin again” - Tom Hiddleston, The Deep Blue Sea
- 10. www.getcloudcherry.com ▸ Surveys are an excellent way to set the customer feedback ball rolling because they are something most customers will be familiar with ▸ Customers are more likely to reveal any underlying issues they have with your brand through surveys. This is because they don’t feel like they’re insulting you ▸ To maximize response rates further, choose the survey channel most appropriate for your customers, whether it’s mobile, website surveys, or even paper surveys Don’t Just Satisfy,Delight.
- 11. TAP INTO THE INBOX www.getcloudcherry.com “I hear nothing, not even a sound on the streets of New York. Just the beat of my own heart. I have mail - from you” - Meg Ryan, You’ve Got Mail
- 12. www.getcloudcherry.com ▸ A good way of getting detailed customer feedback is by sending out personalized email surveys following an engagement or transaction ▸ You can either ask the questions directly on the Email or take them to a separate survey page from the Email, via a redirecting link ▸ Set a soft deadline by intimating when you’d like to receive a response by and then follow up if you haven’t received an answer within a week Don’t Just Satisfy,Delight.
- 13. DISPLAY POSITIVE FEEDBACK www.getcloudcherry.com “Some people can’t believe in themselves until someone else believes in them first” – Robin Williams, Good Will Hunting
- 14. www.getcloudcherry.com ▸ Humans often act like sheep, as in if we see someone doing something, we’re more likely to do it ourselves ▸ By displaying customer feedback in a prominent place on your website, you are indirectly encouraging others to leave feedback as well ▸ But don’t fall into the trap of posting fake reviews as it can backfire heavily and bring down the credibility factor associated with your brand. This would mean lesser feedback as well since customers would lose trust in you Don’t Just Satisfy,Delight.
- 15. KEEP FOLLOWING UP ON THE FEEDBACK www.getcloudcherry.com “Just keep swimming. Just keep swimming. Just keep swimming, swimming, swimming. What do we do? We swim, swim” – Dory, Finding Nemo
- 16. www.getcloudcherry.com ▸ Another effective means to gather more customer feedback is by letting customers know that you are indeed acting on the feedback you receive ▸ There are plenty of brands out there that collect feedback without actually doing anything about it ▸ Following up on customer feedback will let customers know that you value and respect their opinion, which in turn gives them the confidence to leave more feedback the next time Don’t Just Satisfy,Delight.
- 17. © 2016 Cloudcherry. All Rights Reserved Share this Slideshare ABOUT CLOUDCHERRY CloudCherry is a leading, real-time omni-channel Customer Experience Management (CEM) platform that lets customer-facing brands track, measure & improve Customer Delight - thereby increasing profitability and loyalty. With CloudCherry, brands get to capture experiential data at every customer touchpoint using 17 channels of interaction (& counting), get real-time alerts and notifications to address issues as they happen, and view all data on a single dashboard - a centralized view of all CX data. Many of the largest brands in the world don’t just satisfy, but delight their customers with CloudCherry’s CEM platform. www.getcloudcherry.com | info@getcloudcherry.com
- 18. www.getcloudcherry.com SOURCES Image Source: i.ytimg.com Image Source: http://vignette3.wikia.nocookie.net/ Image Source: s-media-cache-ak0.pinimg.com Image Source: http://images5.fanpop.com/ Image Source: http://i.imgur.com/ Image Source: http://vignette3.wikia.nocookie.net/ Image Source: http://cdn.funcheap.com/ Stat Source: White House Office of Consumer Affairs Don’t Just Satisfy,Delight.