Capturing the voice of customer provides brands a way to increase customer engagement, customer retention, innovate faster than the competition, create brand advocates, and increase ROI. While, not tracking customer sentiments could lead to user frustration & customer churn, negative PR on public platform and loss of loyalty & advocacy.
Let us take Netflix as an example. Netflix tests its features by asking users to rate movies they have watched and their interest in movie genres, so that people can recommend shows and movies to other users. As a result, their recommendation procedure has resulted in 75% of viewer activity based on these suggestions, which is impressive.
Meeting and exceeding the needs of today’s buyers require a cohesive approach to customer feedback program. This starts with eliminating data silos and form a unified approach that covers the complete customer journey across multiple channels to build long-lasting customer relationships Given the current scenario, it has become more vital to understand and take instant action as per the voice of customers as the pandemic has had a significant impact on the habits and shopping attitudes of consumers.
One of the biggest challenges for businesses this time is to survive. A smartly designed customer feedback software can help brands keeping a real time pulse on changing consumer behavior.
The Nuts & Bolts of Customer Feedback Solution
For the uninitiated, taking customer feedback helps businesses in gathering, and implementing the 360-degree view of customers to grow business.
Traditional customer feedback methods (e.g. pop-up or email surveys, polls) can have lag times between starting and results, are too slow and do not provide in-depth research to keep up with today’s business pressures. That’s why brands have now started turning towards new-age Voice of Customer solutions.
But first, know the CX Experts approved rules for collecting Customer Feedback