Most businesses understand that customer experience is important to their trade if not the most fundamental principle of ‘good business’. A huge goal for many businesses in 2016 is improving customer experience. In fact, 91% of organizations said they aspire to be among the leaders of customer satisfaction in their industry (Oracle).
Customers make your business go round, without them you’ll never go anywhere.
This is why the voice of the customer must have a podium in order to be heard. The ability to listen to your customers is crucial to your ability to compete on service and adapt to demands.
Looking after your current customers is worth the effort as it is 6-7 times more expensive to acquire a new customer than it is to keep a current one (White House Office of Consumer Affairs). Not only this but the probability of selling to an existing customer is much higher the selling to a new prospect.
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So what are you doing to stay top of the game.?
It’s reckoned that by 2020, 85% of customers will manage their relationship with businesses without interacting directly with a person (Oracle). However, it does seem that these customer facing technologies can let you down.
Customer feedback is perhaps the most valuable information when it comes to understanding your businesses successes and downfalls. You have to take the good with the bad.
“Ask your customers to be part of the solution, and don’t view them as part of the problem.”
– Alan Weiss
You say you’ve tried before, sending out emails to reach customers, offering rewards in the post or email, tried to gain responses from customer surveys, – well have you tried mobile?
Very few of us can ignore the buzz of our phones, we simply must see what it is. It’s true that 97% of text messages are read (Juniper Research) which means your customers are more likely to respond to your marketing campaigns and offers by mobile than any other device, especially if it reads something a little like this…
Hi Lucy, we’d love to see you in store! Show this message at the checkout to get 10% off.
And what did that text cost you?… somewhere between 2p and 4p! Just to gain the most valuable information that will help improve your business.
Start thinking mobile first, you won’t regret it.
The Price of Good Customer Service
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