Customer Feedback

OVERVIEW

Customer experience is fast becoming the key competitive battleground almost every industry. As it becomes harder to differentiate your business on product or price, and with customers having greater access to comparison tools than ever before, providing great customer experiences is crucial to winning and retaining customers.

Customer Acquisition
Customer Retention
Customer Growth

Winning new customers is an expensive business, so streamlining the process wherever possible can create significant savings. Using your existing, happy customers to introduce your business to their friends and colleagues can dramatically increase your referrals rate. When a customer states that they are satisfied with their interactions with your business, take the opportunity to ask them if they’d like to refer a friend. Confirmit’s alerting console will flag this referral to the right sales channel ensuring that you follow up on these leads immediately.

By creating a dialogue with people who’ve shown interest in your products before, you can increase your conversion rates through win/loss or transaction abandonment surveys. If price was a barrier, use feedback to create tailored offers that suit those customers. If the timing wasn’t right, you can reach out to them when it is. Use feedback to build marketing campaigns that don’t just remind people that you’re there, but that offer people something that really appeals them.

SCREENSHOTS

........

90% of customers say they will not buy again from a company that has disappointed them. While you may strive to never disappoint your customers, you need a mechanism in place to deal with the times that you do. Gathering feedback from customers immediately after an interaction enables you to flag up at-risk customers straight away. Customers who have been treated well after a problem are more loyal and tell their friends about their experience, impacting acquisition. You can use the Voice of the Customer to turn alienated customers into loyal ones.

Feedback can also help you to understand your customers better as their needs change, helping you to find better ways to approach them and accommodate those changes. Whether it’s suggesting lower priced alternative products or packaging special deals that give customers more flexibility, you can reduce the need for customers to check out your competition and retain them for longer.

SCREENSHOTS

........

As you build stronger relationships with your customers, you can do more business with them. Uncover more sales opportunities by going beyond the “past purchases” list. Asking customers what prompted past purchases, how they felt about them, and any future purchase intentions helps you to cross-sell more products and services to those customers.

If you have complementary products and services, Confirmit Alerts help you to react immediately to sales opportunities. You can build more profitable relationships with customers by using feedback to react faster—even pre-empt—customer needs. Furthermore, you build up a clearer picture of the combinations of products that people buy, so you can create more tailored marketing programs or product packages.

Read our case study to learn how Airmiles has used Confirmit Alerts to take advantage of more opportunities.

SCREENSHOTS

........