Customer Feedback is Critical to Customer Success
Does the word “customer success” even make you cringe? If you say it a lot, you know that even though it feels nice to praise your customers, the “thank you” can feel empty. With that in mind, it’s no surprise that what mattered the most to a customer is providing something of utmost value. In customer experience management, feedback matters.
We conducted research with the relevant sources, such as customers, analysts, and researchers; and designed a dozen customer surveys, with content that combined detailed questions, applications of observable behaviors, and social media in order to improve customer success.
These surveys, along with every piece of content created for customer communication, were then developed to reflect the following customer-centric metrics and insights:
Retention: Is the experience your customers have with your organization consistent with their feelings of a strong relationship?
Customer Satisfaction: How will your organization’s actions enhance your customer’s lifetime value, and will it be worth it for a business with only 100 customers to pay for the lifetime value of one customer?
Sales Opportunities: Do customers leave your business in large numbers because they encounter their best opportunities elsewhere?
Vision: Does your organization have enough leadership clarity, resources, and vision?
Innovation: Are your customers adopting new systems and processes when they realize you don’t offer this feature?
Data-Driven Approach: Is your organization committed to providing the best outcomes for customers with the right data, facts, analysis, and outcomes?
Connections: Do your organization’s customers feel heard, understood, and believed in?
Visionary Leaders: Are your organization’s leaders courageous enough to trust the customer and to think long-term about the future of your brand?
Providers: Do customers perceive your business’s providers as allies or competitors? If you’re new to the concept of customer experience management, or if you’re new to online customer engagement, we have some suggested ways to get started.
We also give you a glimpse of what we’re doing to help other businesses succeed, alongside our customer success centric approach for every page of a blog post.
What if you could create exceptional customer experiences with less effort?
Not possible? Better use existing customer data to offer customer actions that seem more convincing and have better chances of customer satisfaction.
We’ve all had those customer experiences – that annoying, ill-informed person who just won’t make a change despite the experience being horrendous. Or let’s say there are many issues and the issue with each person is different, so to say that there isn’t one right solution is to do a disservice to the customer and it’s customer success metric.
It’s a problem that all businesses face when trying to think of valuable customer insights that can enable better business decisions. Reality check
Research analyst IDC stated that the potential value of a customer experience is $117 for each dollar spent, and a new report by Forrester found that companies with an exceptional customer experience win 73% of their customers back, while losing only 8% of their customers.
They found that in order to create better customer experiences, businesses need to have customer data available to them from the very beginning. More than three quarters of companies surveyed said they had some kind of customer intelligence product and software to collect and analyze customer data and improve customer success.
Different businesses need different solutions in place to drive better customer experiences. Plus, they are not simple to implement and could be expensive, which most businesses simply do not have time for.
Fortunately, there is technology out there to help business understand their customers better.
Supportbench has a growing ecosystem of solutions that businesses can use to enhance their customer experiences, taking customer feedback even further. Supportbench works by building and connecting experiences with businesses across multiple channels and to various companies in real-time.
We are confident that if you are currently using a customer intelligence solution, you are missing out on the benefits of this technology in order to drive better customer experiences. Make the most of customer intelligence
The answer to creating exceptional customer experiences is giving customer insights a chance to shine. Whether that means identifying marketing shortcomings or finding more relevant ways to connect a customer with the right employee when a customer has specific issues.
We work with the top brands in the world to create great customer experiences, from 3M to Budget and these companies are setting great business goals by creating insights that can help them do just that.
Here are some of the top ways in which companies are using customer intelligence software:
When it comes to implementing new features, Supportbench creates customer success solutions that embrace the philosophy of moving fast and breaking things to understand how people are actually using the app. By helping a team understand what a new feature needs to do to ensure success, businesses are able to take steps to protect their customers and drive improved functionality. Intercom users are able to put customer insights into action through real-time action actions. Identifying and improving applications with customer insights can help increase work efficiency and reduce time spent on manual tasks. Transform a customer experience by continually learning from user feedback.
As a result, you can solve multiple critical business problems, making it possible to turn failures into successes and failures into discoveries.