day 1- how to increase customer loyalty using surveys and feedback reports
TRANSCRIPT
Be a Customer Experience Ninja!
How to increase customer loyalty using surveys and feedback reports
Be a Customer Experience Ninja!
customers who stop doing business or supporting a brand because of a poor service experience
Did you know?
69%
Be a Customer Experience Ninja!
how much more costly it is to find a new customer than to retain an existing, even unhappy customer
Did you know?
seven times
Be a Customer Experience Ninja!
How do retailers try to combat this?
Clipboard surveys● Limited survey time = shallow data pool
● Missed feedback opportunities when
engaged with another customer
● One-on-one interaction could result in
dishonest feedback
Be a Customer Experience Ninja!
How do retailers try to combat this?
Comment / suggestion boxes● No real-time benefit
● Feedback goes missing or is “filtered” by
staff members
● Responses often don’t reach management
Be a Customer Experience Ninja!
How do retailers try to combat this?
Mystery shoppers● Inconsistent snapshots taken at limited
times, eg. once a month
● Limited to one-on-one interactions in a
department or section
● Experience of the mystery shopper may be
biased
Be a Customer Experience Ninja!
Imagine your managers could be connected to every service touch point in their stores...
Be a Customer Experience Ninja!
Be a Customer Experience Ninja!
Do clipboards and mystery shoppers:
× Keep you connected to various customer touch points?
× Constantly collect customer feedback?
× Automatically send you daily, weekly and monthly
statistical reports?
Be a Customer Experience Ninja!
IoT and the future of tracking the Customer Experience
Be a Customer Experience Ninja!
Cloud-based Customer Experience monitoring
● Data collection IoT devices post data in
real time, connecting brick and mortar
stores to the Cloud
● Immediately accessible by management
and staff
● Historical data available any time
Be a Customer Experience Ninja!
● Capture data from as many touch points as
you need
● Service experience, waiting times and
customer footfall
● Give managers an opportunity to
intervene when necessary
Capture and report on any experience or interaction
Be a Customer Experience Ninja!
● Get alerts as soon as a customer
experiences poor service or has been
waiting for too long
● Keep other managers informed about
what resolution was implemented
● Managers stay connected to the pulse of
their sales floor without being
omnipresent
Real time alerting
Be a Customer Experience Ninja!
● Experience and satisfaction metrics are
vital to your business
● Receive daily, weekly and monthly reports
delivered to your inbox
● See where to focus training efforts and
monitor progress
Historical reporting
Be a Customer Experience Ninja!
How do you get loads of feedback from your customers?
Be a Customer Experience Ninja!
Make it easy.
Be a Customer Experience Ninja!
of customers will give feedback, if you makeit easy for them to participate
Statistics show that...
20%
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Drill down the data
Group Overview
Division
Region
Staff member
Department
Store
Executive Store
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Turning positives into… positives!
● It’s easy to get lost and dwell on negative feedback
● Instead, focus on the positive and boost staff morale
● Happy staff create
better experiences for
your customers
Be a Customer Experience Ninja!
To recap...
● IoT devices are placed at
strategic points in a store
● Real-time customer
experience data is
captured
● Customer experience
metrics are uploaded to
the cloud
● Caters for real-time alerts
and reporting
● Management have
actionable data and can
make better decisions
Be a Customer Experience Ninja!
Constantpolling
=Loads offeedback
Be a Customer Experience Ninja!
● Get valuable feedback from day 1
● Engage with customers to increase
loyalty
● Create improvement plans for the
short and long term
Be a Customer Experience Ninja!
� Get the competitive advantage.
� Shine light on service performance.
� Give your customers a voice.
Be a Customer Experience Ninja!
You can’t fix what you do not measure!