It’s never about how you feel about your customers’ evaluations; Always focus on how important they are to provide solutions to your business.
Real interaction is key to stimulating customer satisfaction.
In a world where competition is high, listening to customer feedback on your services can positively influence every aspect of your company: from product development to marketing strategies.
Put yourself in the shoes of a consumer who has had a bad experience. Does it make you reconsider choosing that brand or service? Will you make a claim? Will you complain on social media? Will you tell your friends and family the bad news?
This all depends on many factors, but keep in mind that the vast majority of bad consumer experiences won’t reach your ears unless you do something about it.
Knowing what your consumers feel on a daily basis will help boost your company in a real way over time. Being receptive is the first step to achieving effective customer satisfaction.
This article will teach you how to collect quality information directly in store using tools specially designed for that purpose: let’s get started.
Satisfied customer = recommendation that drives your business.
There’s a maxim in marketing that states that you don’t need a large advertising budget in a company to boost its sales: “word of mouth” among friends and family generates more purchases than any other buying influence.
However, in today’s undeniable digital age, “word of mouth” (or “face-to-face”) commentary has been transferred to millions of online reviews made by various types of users, and its influence on the prestige of a brand or product is becoming more and more decisive every day.
This is demonstrated by prestigious research , which concludes that 93% of customers read online reviews before buying a product or interacting with a particular brand or service.
But this doesn’t mean that we should forget about in-store interaction: quite the opposite.
Not only that there, in person, is where everything that is later turned into the network begins to take shape; but you shouldn’t overlook the datum which states that 91% of people between the ages of 18 and 34 trust both in online reviews and in the Personal Recommendations (friends or family members with Direct-to-store experience).
Encouraging good recommendations is therefore essential for your brand’s progress.
To achieve this, being receptive is the solid foundation from which to build a satisfactory customer experience that transcends the mere acquisition of a product or service.
In customer satisfaction, the speed of detection and response is the difference between losing or retaining a consumer.
The best time to receive honest feedback is immediately after a real interaction between customer and brand/product/service takes place.
Offering adapted technologies in physical stores that allow direct information to be collected from users is an effective way to establish a positive channel of communication.
Regardless of the exponential development of e-commerce, having a real presence in stores to collect user information is a must if you want to stimulate user loyalty to your company.
Consider this: according to Google/Nielson , 93% of people who use mobile devices to research a business operation, continue and complement the purchase of a product or service in a physical store.
It is therefore necessary to have quick, anonymous and easy download channels, allowing you to collect an honest opinion regarding the customer experience.
Bad reviews are a great opportunity, not a problem.
If a customer responding to an interaction request feels they have a problem with a product, or claims to be disappointed with the delivery of a service, work should be done immediately to fix it.
Why ask for feedback if you’re not willing to act on that feedback?
The first thing to do is for the customer to feel that they have been listened to. Being receptive is always the best way to stimulate a conducive channel of communication, and with it the possibility of generating a change of opinion in relation to a negative assessment in the future.
If responsive technologies are proposed so that our customers (or internal collaborators) can express themselves, we must always be attentive to their reviews.
Failure to address indicators of dissatisfaction on the part of users translates into a very poor institutional assessment, as is the case in this example .
5 Benefits of Knowing What Your Customers Think and Feel in Real-Time
- Know what aspects of your product or service you need to improve:
It’s important to find out what suits your customers best: what they enjoy about your products or services, what they don’t like, and as much as possible, understand why. You should never forget that being receptive is the first step to achieving effective customer satisfaction.
- Listening makes customers feel involved and important:
By asking consumers for feedback, you’re conveying the idea that their opinions are truly valued. When customers feel heard, they start to have positive connotations with the consumer experience, which in turn could lead to more sales in the future.
- Positive Interactions Lead to Positive Reviews
Word-of-mouth advertising is still a highly successful advertising channel, especially for inbound marketing, where the customer comes to you and not the other way around. And of course, it’s free!
If you want to gain customers through positive reviews and word of mouth, then it ensures efficient feedback.
- Honest in-store reviews hold the key to customer loyalty
There is information that is difficult to access that only an honest consumer review will reveal. Actively collaborating so that the customer can express themselves can give us access to high-value content that we can use to our advantage to stimulate user loyalty to the brand.
- Influences customer satisfaction:
According to statistics, a satisfied customer is worth up to 10 times more than a consumer who claims exchanges or returns . That is why we must use technologies that collaborate in the gestation of loyal bonds. We need to know how satisfied they are and what we can do to make them even better.
Tips for turning a negative review into a positive one
- Apply technology specifically designed to collect information from your customers without bias. Rethinking strategies based on honest opinions.
- Learn from your mistakes: take an in-depth look at the details that led to a sale being cancelled or a customer being negatively reviewed
- Ensure that your services and products meet the quality standards required by the market.
- Differentiate a breach claim from a circumstantial complaint
- Professionalize the customer service area: so that an isolated difficulty does not become a systematic problem.
- You should ALWAYS be receptive to a complaint: it stimulates customer satisfaction.
- It records what a customer feels, thinks and needs, it is the key to building loyalty.
- Train your internal collaborators to respond appropriately in the face of an adverse situation: they are the company in front of the customers.
Positive customer experience is a differentiator that can’t be bought or copied: it’s a competitive advantage that has to be earned.
Designing and implementing a competent customer satisfaction strategy can not only differentiate the brand; It can build loyalty, and increase your consumers’ acquisition and retention rates.
“We see our customers as guests at a party and we are the hosts. It’s our job every day to improve every important aspect of the customer experience.”
Jeff Bezos
How to easily record your customer reviews
Thanks to technologies specially designed for these purposes, it is now possible to provide feedback to customers quickly, easily and with centralised information in real time.
Global Metrics’ Consumer Voice collects information directly from your in-store customers. As said, the best time to receive honest feedback is when the experience unfolds.
It’s simple, effective, and customer-friendly: it’s about recording the experience by Touch screens with emoji system. Now also with contactless option!
In addition to instant metrics, you can count on alarm systems for when the results are negative. The speed of detecting and responding to a problem is the difference between losing or retaining a customer.
