Are you leaving money on the table?<\/p>\n
It\u2019s a question that CEOs and CFOs often grapple with.\u00a0 The increased access to and competition of e-retailers leaves consumers with many options to choose from when looking making their purchases.\u00a0 In fact, some surveying businesses have claimed that 91% of consumers<\/a><\/u> who have an unpleasant experience with a company will not return \u2013 but they also won\u2019t complain about it.\u00a0 How is a company supposed to resolve these types of challenges if they are not aware of the situation?<\/p>\n It goes without saying that being proactive nets more significant results than being reactive.\u00a0 After all, the phrase \u201cthe early bird gets the worm\u201d had to come from somewhere.\u00a0 And to be proactive, you need to have data to act upon.\u00a0 There is a lot of debate surrounding the effectiveness of surveys, but it still stands as the best way to gain an understanding of how your product or service is being received.\u00a0 We\u2019ve done our research and feel that these are the top reasons why surveying your customer base is vital to the growth of your business.<\/p>\n Feedback shows you value their opinion: <\/strong>People who feel valued, whether it\u2019s by a friend, spouse, employer or business, will want to maintain that relationship.\u00a0 And when you are talking a business relationship, customers who have a superior experience, either in a product, support, or customer service is more likely to go out of their way to do even more business with that company.\u00a0 Management Issues shares a rather startling example of this when talking with someone who lived in a medium-sized town with two hospitals.\u00a0 One hospital had a poor reputation while for patient care while another provided top-notch care.\u00a0 The individual stated that if they were in an emergency situation and woke up in the wrong hospital, they would remove the IVs and walk, hospital gown and all, to the other.\u00a0 That is how serious they were about avoiding the other hospital. \u00a0Which one would you rather be?<\/p>\n Feedback helps you improve your product and\/or service:\u00a0<\/strong>You put a lot of time and effort into the development of your product and\/or service, and asking for constructive criticism of it is hard.\u00a0 But as the famed author, Nicholas Sparks, penned, \u201cNothing that\u2019s worthwhile is ever easy.\u201d\u00a0 This benefit of survey feedback can be vital to giving your business the competitive edge and becoming the hospital that patients come to regardless of the effort.<\/p>\n Feedback gives you actionable data you can rely on:\u00a0<\/strong>You can assume and theorize all you want about the value and competitive edge of your product or service but without verifiable data from the user of your product, how can you be sure?\u00a0 Making decisions based on assumptions is like taking a stab in the dark.\u00a0\u00a0\u00a0 You might hit something 1% of the time \u2013 and this could cost you a lot of time and money.\u00a0 Instead, with the verifiable, actionable data you receive directly from the source, you take a lot of the guesswork out of changes in your product or strategy.<\/p>\n Ok, so you get it.\u00a0 You understand and see the value behind speaking directly to your consumers but don\u2019t know how to make it happen.\u00a0 First things first: How are you going to go about gathering your feedback?<\/p>\n Omnichannel means every channel \u2013 and your customers have varying ways to communicate with you.\u00a0 From social media to email and phone, you have regular contact with both prospects and customers.\u00a0 To gather actionable feedback from your base, you need to reach them on their most active channel, whether that is email, phone or social media like Twitter and Facebook.\u00a0 In an article on the 15 best ways e-commerce gets customer feedback<\/a><\/u>, Optimonk lists among the top strategies outside of the standard pop-up once a transaction is completed, to call your customers regularly, email surveys to new customers and monitor social channels.<\/p>\n Monitor social channels: <\/strong>There are a wide variety of ways you can go about listening to your customers on social sites.\u00a0 Some of the more known brands include Hootsuite, Klout, Google Alerts and Social Mention.\u00a0 All of these can help you easily listen through these mediums about what consumers are saying about you.\u00a0 But all of this requires a lot of time and dedicated resources, especially as complaints on social media spread rapidly.\u00a0 You need to find them quickly and respond to curtail the negativity.<\/p>\n Email surveys to new customers: <\/strong>\u00a0While Optimonk calls out this strategy as the best for new customers, we would go back to our statement above that you need to reach out to your customers in the channel they are most active in.\u00a0 If you find certain customers are communicating with you more frequently via email as opposed to socially or by phone, then you should also be surveying these customers through that medium.\u00a0 Obviously, survey fatigue is real, so you need to be careful about not emailing them too frequently, but by carefully targeting the appropriate channel for the customer, you can increase your chances of receiving actionable data.<\/p>\n Call your customers regularly:<\/strong> Of the three strategies Optimonk shared what we have chosen to call out, this one by far is the best solution.\u00a0 Optimonk seems to agree in part as they listed this option first when going through their list.\u00a0 There is something about a phone call that gives a personable experience about a brand.\u00a0 The agent can easily pick up on the tone of voice and nuances of speech while the customer can hear the sincerity of the surveying agent.\u00a0 Optimonk cautions, however, that the key to this strategy is by making sure the agent comes across as \u201cgenuinely wanting to help or benefit the customer.<\/a><\/u>\u201d<\/p>\n If the strategy is key to the success of customer surveys, then the people supporting the efforts are who open the lock.\u00a0 Except for email, social monitoring and phone surveys involve a lot of staff and time efforts and can put a lot of strain on your current team.\u00a0 And you may not be in the position to hire on full staff to execute on your survey strategy.\u00a0 This is where outsourcing can help.<\/p>\n Outsourcing firms put a lot of effort into finding the right people and training them.\u00a0\u00a0 When you outsource, you can be assured that you will have the top talent at your disposal, reducing your cost of talent acquisition.\u00a0\u00a0 Additionally, it is easier to forecast budgets for future growth and expansion as you look to grow your business as outsourcing involves one predefined number per talent resource.\u00a0 All of this is targeted to help you find the best talent to grow your business, and in this case, your customer survey execution.<\/p>\n Don\u2019t keep leaving money on the table.\u00a0 Ensure that your customer service strategy is putting your brand\u2019s best foot forward and showing the world why you are the best at what you do.\u00a0 Start surveying your customers today.\u00a0Contact us<\/a><\/u> now to see how outsourcing can help you execute on an effective customer survey strategy.<\/p>\n<\/div><\/div><\/div><\/div><\/div>![\"3-reasons-why-you-need-to-survey-customers\"](\"https:\/\/premiernx.com\/wp-content\/uploads\/2020\/05\/3-reasons-why-you-need-to-survey-customers-1.jpg\" "\\"3-reasons-why-you-need-to-survey-customers\\"")
<\/p>\nWhat are the top 3 reasons to survey your customer base?<\/h2>\n
Customer Surveys are the way to go, so now what?<\/h2>\n
Outsourcing Post Transaction Surveys Solve Critical Challenges in Execution<\/h2>\n
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