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There’s a reason why Jeff Bezos (CEO of Amazon) considered brands as hosts and customers as invited guests. And, the reason is the customer-first mindset. Customer-first strategy is crucial to drive brand success in today’s competitive era. It’s 2019, customers are getting a lot of choices and brands have to make certain that why should […] The post Why Customer Experience Is The Real Driver Of Brand Success? appeared first on...

There’s a reason why Jeff Bezos (CEO of Amazon) considered brands as hosts and customers as invited guests. And, the reason is the customer-first mindset.

Customer-first strategy is crucial to drive brand success in today’s competitive era. It’s 2019, customers are getting a lot of choices and brands have to make certain that why should they choose you over your competitors.

Customer experience is the real differentiator based on several pieces of research on winning customers. And, the ROI is transparent for the efforts invested in creating pleasant customer experiences.

But wait. How do you know that you’re delivering better digital customer experience until your brand measures the happiness of current users of product or service?

Personalize and deliver digital experiences like a leader

Digital touchpoints are one of the most important things that your customer-first strategy could not miss on. Engage customers by delivering a delightful web and application experience by leveraging AI. Integrate with everything possible with CRM, CMS, Analytics to personalize CX and collect the customer feedback on what they have to say. Knowing the customers can help driving repeated sales with an engaging experience. This is a game-changer for different businesses across multiple industries.

Two-thirds of global CEOs will start focusing on digital strategies to improve customer experience by the end of 2019. (Source: Seagate)

Get to know key concerns behind customer churn

Learn how to improve customer experience in all possible ways that will make your brand popularity accelerated. A customer experience software can help your business triggers the top concerns that need your attention. Once you have a list of problems behind why customers are feeling detached with your brand then you can build a customer retention strategy around it.

Measuring Net Promoter Score (NPS) is important to get more customers and retain existing

Is your business measuring NPS? Know everything about NPS here!

Your NPS can help your business find promoters and detractors. Focus your marketing goals to create more promoters by knowing the reasons behind bad rating and closing the feedback loop instantly. This makes them recommend you more and create positive customer reviews online. It also allows you to engage with customers to make them spend more on your brand.

NPS is much more than a single metric – as it can help to improve the customer experience for different users and brand to stay customer-centric. According to Forrester, improving CX can increase profitability at a rate of 5.1 times compared to those who do not.

To improve customer sentiment towards your brand, focus on creating superior Customer Experience Management (CXM) which can optimize your product or service for different customers in a digital ecosystem.

Key takeaway

Considering the way customers interact and engage with a brand in a digital ecosystem – brands that focus on digital customer experience are making more progress. Improved customer experience can help you win, serve and retain customers. Overall, it’s a result-oriented and most efficient approach to ensure brand success.

Learn how to achieve brand success with CX.

Request a Demo

The post Why Customer Experience Is The Real Driver Of Brand Success? appeared first on SurveySensum.

If your business would like to celebrate One thing – then it would be the love of your customers. Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. If you can measure the current customer love, […] The post Customer Experience Management: Five Proven Customer Experience Tips If You Want to Stay on Customer Pulse appeared first on...

If your business would like to celebrate One thing – then it would be the love of your customers.

Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. If you can measure the current customer love, then your business can improve and drive impact.

What Steve Jobs is teaching us is that the secret of truly customer-centric companies lies in the ability to predict their clients’ needs and wants, and to build around it an omnichannel customer journey.

Bearing this in mind, the real struggle, CX professionals face is to stay on customer pulse with an appropriate customer retention strategy. However, improving CX can help businesses in making important decisions that might be crucial for the growth of your company in the coming future.

Questions that Customer Experience Specialists are failing to find answers for:

• What KPIs and metrics can best determine customer happiness?
• How to automatically predict and identify customers who are likely to churn?
• How to establish a process for CX?
• How to maximize the lifetime value of customers?
• What can be done to reduce time in resolving customer complaints?
• And, how to engage customers to focus on the bottom-line growth – to achieve repeated sales from existing customers?

These are the questions we increasingly hear from CX professionals of different organizations across the globe. And with good reason. A well-integrated customer experience management can deliver results to improve customer retention. Also, sophisticated CX software – SurveySensum is suitable to help track and monitor customer interactions across multiple touchpoints. That’s how it helps your business to quickly respond to customer complaints and close the feedback loop deliberately.

Why it’s essential to improve customer experience to achieve bottom-line growth?

When your business instills the best and right CX tips to engage customers with the brand, then the brand earns the love of its customers. And making your brand popular for all good reasons in the eyes of your customer will bring a lot of benefits, including:

• Positive customer online reviews
• Get recommended by existing customers
• User-generated social content
• More spend transactions from existing users

In short, if your customers get what they expect from you. And, if your brand delivers customer expectations – then it becomes easier to be in the good books of your customers. But, only a proven CXM software to work for your business can help you understand and predict the expectations of customers. Schedule a call now with an expert CX consultant!

According to Forrester, 84 percent of organizations aspire to be a CX leader, but only one out of five delivers meaningful CX. Besides, the amount being invested in CX will have more than tripled over the last several years.

Because of this, organizations must deliver a return on this investment. Yet a few Customer Experience Specialists can make the connection between improved customer experience and revenue growth, to prove the value of their programs. The good news is there are many ways to show the return on investment of customer experience initiatives. With the right measurement, strategies, and tools in place, a solid business case can be developed and monitored for success.

Here are five customer experience tips to get your customers’ love

1. Start by listening to the current customer woes

It’s vital to collect the customer feedback using SurveySensum that will help your business understanding and measuring how customers are feeling about your brands

2. Investigate the reasons behind bad customer reviews

It’s recommended to analyze and understand the “Why” behind every bad customer feedback before you start correcting the mistakes. SurveySensum will help you analyze customer sentiment based on the feedback provided

3. Understand the customer journey from the customers’ viewpoint

Customer problems are better solved if you try to fit-in their shoes before reaching out to offer a solution. Undoubtedly, there’s a solution for every customer problem, but you will have come up with the right answer in the proper manner at the right time. Discuss and align such goals with the customer service team to turn customer feedback into customer happiness

4. Identify the critical touchpoints

When it comes to customer reviews, a lot of customers rely on online reviews. It’s advisable to find out the most critical touchpoint to take CX initiatives accordingly and turn bad online reviews into positive testimonials

5. Taking actions is a key driver

To drive impact, you must find out how and when to act to make customers stay loyal with your brand. SurveySensum is helping companies to establish and align a customer experience management process to quickly and effectively resolve customer complaints.

Request a call back to help turn negative reviews into positive success stories.

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The post Customer Experience Management: Five Proven Customer Experience Tips If You Want to Stay on Customer Pulse appeared first on SurveySensum.

What is a Customer Satisfaction (CSAT) Survey? A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization. For example, if a smartphone company wants to understand and measure the satisfaction of customers with the various key […] The post Customer Satisfaction (CSAT) Survey Questions with Examples appeared first on...

What is a Customer Satisfaction (CSAT) Survey?

A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization.

For example, if a smartphone company wants to understand and measure the satisfaction of customers with the various key features of the phone then the best way to find out this is to ask customers directly. This can be done using a CSAT survey with questions like,

“Q: Please rate your level of satisfaction with each of the following features of the phone [mobile brand name]:” (with a 1-5 rating or star-based graphical rating questions)

“Answer options:
Phone screen (rating scale)
RAM (rating scale)
Processor (rating scale)
Camera (rating scale)”

Customer satisfaction survey questions typically include the word “satisfaction” to demarcate it from an exclusive Net Promoter Score survey or Customer Effort Score survey, however, NPS and CES survey questions may be included in the final questionnaire being deployed to the customer, if the intention is to get a comprehensive customer feedback, which includes brand recommendation and loyalty (NPS) and customer service satisfaction (which is the key area where CES is delivered as a measurement tool).

Why is it important to conduct period customer satisfaction survey questions?

A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. But not only that, here are other reasons why a customer satisfaction questionnaire is something that every company should practice.
● It improves your company’s marketing and financial strategic plan
● You can determine what areas in your company needed to be improved and what needs to retain
● It increases Customer Lifetime Value and measures your business results
● You can get new insights and ideas from your customer
● It identifies if you are providing significant and relevant service to your customers

5 Common question types asked in a good customer satisfaction (CSAT) survey:

The area of customer satisfaction is increasingly dense among established and emerging tech companies, typically with a product-line offering, such as in B2C and B2B e-commerce. Especially in B2B, where account retention value per user is much higher than B2C, customer satisfaction survey questions are increasingly oriented to gauge product satisfaction.

Here is a list of 5 most commonly asked customer satisfaction survey questions for any customer-centric firm:

1. Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?
2. How was your experience in the following areas of our customer service? [list of areas as per business process and customer touch-points]
3. Overall, how satisfied are you with our product/service.
4. Please rate your satisfaction in the following areas of product/service experience. [list as per business priorities]
5. Compared to our competitors, would you say our product are [list of options]?

Learn more about how to turn your dissatisfied customers into brand ambassadors.

Contact the experts now!

Request a Demo

The post Customer Satisfaction (CSAT) Survey Questions with Examples appeared first on SurveySensum.

Table of Contents: What is Net Promoter Score (NPS)? Classification of customers based on NPS survey response How is Net Promoter Score (NPS) calculated? Strategic business applications of Net Promoter Score (NPS) What is Net Promoter Score® (NPS)? Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty […] The post What is Net Promoter Score (NPS®)? Definition, Formula, Calculation, Applications and Advantages appeared first on...

Table of Contents:

1. What is Net Promoter Score (NPS)?
   • Classification of customers based on NPS survey response
2. How is Net Promoter Score (NPS) calculated?
3. Strategic business applications of Net Promoter Score (NPS)

What is Net Promoter Score® (NPS)?

Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty and satisfaction with a brand or product.

NPS is typically measured using the NPS survey question which asks the respondent the following question (or a slightly altered version of the same question without changing its meaning):

Considering your complete experience with us, how likely are you to recommend us to a family or friend?

[Answer option scale from 0-10]

Classification of customers based on NPS survey response:

The data pulled from this response is an indicator of their brand loyalty and satisfaction. A customer is then classified in either of the 4 buckets, depending on response selection:

Detractor (Responses from 0-6): A customer is marked as a detractor if their response is within the range of 0-6. A brand detractor essentially means that the customer is likely to detract from your brand to a competitor to meet their product/service needs.

 

Once a customer has been identified as a detractor, it is highly advisable to connect with the client immediately for damage control and prevention of loss of the client.

 

The net promoter score is, therefore, more than just an identifier of brand promoters, but also an identifier of detractors, such that you might still have enough window to prevent revenue loss.

 

This is one of the core reasons to conduct periodic NPS surveys to understand the state of your clients with a simple, quick, easy to answer a question.

 

 

Passive (Responses from 7-8): Passive customers are those who are essentially satisfied with your brand/product enough to continue for the time being, however, they are not satisfied enough to recommend your brand.

So, while passive customers are not your immediate and critical concern in comparison to potential detractors, however, they are low hanging fruits that can be converted to promoters more easily by your customer success teams.

In other words, prevent detractors from leaving by at least converting them to passive on priority. Once that is done, focus on converting passive responders to brand promoters.

Promoter (Responses from 9-10): Promoters are the cream of an organization – the customers who are not just satisfied with your product/service, but are also ready to actively recommend them to their network.

Brand promoters are often the customers who determine whether a company stays in business in future or not. Especially if you are a new entry in the market, you have to depend on recurring renewals from customers and new leads for your sales team from recommendations.

It is therefore critical to have action items for your promoters to nudge them to amplify your brand without being too pushy. For instance, a simple hack is -when you identify a promoter through an online net promoter score survey, immediately after the response is registered between 9-10, you can display a follow-up screen requesting the customer to share their response on social media. Its an example of simple, honest and transparent ways to nudge your customers into becoming brand advocates using the latest tech.

How is Net Promoter Score (NPS) calculated?

Net promoter score is calculated using this simple formula:

NPS = Percentage of promoters – Percentage of detractors

Before we jump into examples, here are 5 key features to keep in mind while calculating your Net Promoter Score:

1. NPS is a percentage, hence the percentage sign is not included in the final score.
2. Your final NPS will be between a range of positive % and negative % falling between -100 to + 100.
3. A negative NPS indicates net more detractors than promoters.
4. A positive NPS indicates net more promoters than detractors.
5. NPS will be zero when there is an equal number of promoters and detractors.

Let’s take a quick example for NPS calculation and how the score value changes and what it means :

Say, you own a company which has 100 customers you want to survey for NPS.

Let’s say the responses came out with the following distribution:

Promoters – 30%, Passive – 40%, Detractors – 30%.

Here, you have a net 0 promoter score. Because your promoters and detractors canceled each other out.

Let’s take another set of score:

Promoters – 50% Passive – 20%, Detractors – 30%

Here, 50%-30% = 20%. So your NPS score is +20.

Let’s take a final set of score:

Promoters – 30% Passive – 20% Detractors – 50%

Here, 30% – 50% = – 20%. So your NPS score here will be –20.

Strategic business applications of Net Promoter Score (NPS)

Net Promoter Score can be strategically implemented across your organization to measure success or failure at various levels:

• Geo-location based NPS: You can conduct an NPS survey to identify the best performers among your customer-facing teams catering to various geo-locations. Let’s say you have a customer success team for Europe, one for North America and one for South America. If you want to know which of your teams are delivering best in customer satisfaction – just conducting a geo-location-based customer NPS survey will tell most of the story.

 

• Kiosk-based NPS: If you own a store or outlet that has a physical location for customers to walk-in and out, this is the best place to implement a kiosk-based NPS using a tablet screen. Here, customers walking out of the store can give an NPS based on their latest experience with the brand and can provide immediate feedback. A single NPS question is a much better alternative to get customer satisfaction indicator, than asking customers multiple survey questions to get the same derivative indicator.

 

• Website/App NPS: In the present era, customers spend most to their time online using websites and mobile apps. This is where they engage with brands and form opinions about a product by reading reviews. One of the creative ways to deploy an NPS survey on your website and mobile app and configure them to trigger the survey based on buyer journey or action. For instance, after cart checkout for eCommerce sites, page exit action (a survey pops up when user actions to exit a product page), etc. These are strategic locations to be selected based on business priorities, site structure and user behavior on your website or app.

 

Learn more about how to measure your brand promoters.

Contact the experts now!

Request a Demo

The post What is Net Promoter Score (NPS®)? Definition, Formula, Calculation, Applications and Advantages appeared first on SurveySensum.

What makes your customers love you? Why customer experience matters? And how your business can drive customer loyalty? First things first, understand the importance of customer loyalty Customer loyalty has to be earned instead of just taken for granted. The foremost trait of a successful business is to understand the growing demands of customers and […] The post Customer Experience Strategy: 3 Things That Your Business Can’t Afford to Ignore appeared first on...

What makes your customers love you? Why customer experience matters? And how your business can drive customer loyalty?

First things first, understand the importance of customer loyalty

Customer loyalty has to be earned instead of just taken for granted. The foremost trait of a successful business is to understand the growing demands of customers and evolve customer experience strategies to bridge the gaps.

When a company puts its customers first then it automatically drives customer loyalty and increases the number of good customer reviews both online and offline.

Analyze customer feedback to win their hearts

The best practice your customer service and customer relationship team can implement is to think like your customers however that’s not feasible until you collect and analyze the feedback of customers. But most of the times, collecting customer feedback using a tablet or mobile is not enough to make your business attains its final goal. i.e., gaining customer loyalty and reducing the churn rate, especially when your business wants to predict future customer behavior at multiple touch-points.

According to Annette Franz, “You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”

Time is crucial when responding to customer complaints

The time that customer service team usually give to close the customer compliant is important! As per recent research by Harris Interactive firm, “75% of customers believe it takes too long to reach a live agent.”

Align your customer experience management and customer service teams with a prime goal which is understanding why customer-first mindset is important. Putting your customers at the crux of your business can solve real customer service problems and help your business gain the confidence of customers.

Here are three simple ways that can make your happy customers multiply.

1. Proactively listening to the customers to reduce complaints

Listening is crucial! This establishes a sense of belonging in the mind of your customers. Using SurveySensum, you can listen real-time to what your customers have to say about your business or brand. It allows analyzing the text and sentiment behind the feedback of customers. Because managing experience effectively is the backbone of powerful customer retention strategies.

2. Ask customers what they expect or seek from your business to improve the experience

Ask your customers after every purchase and this is possible using SurveySensum and its integration with PoS, Hubspot, in-App, eCommerce, and CRM software. Do you know that losing even a single customer can be very costly? It’s recommended that businesses must turn a complaint into a positive review for the customer and the company moving forward. After having a positive experience with a company, 77% of customers would recommend it to a friend.

3. Keep your customer engaged to sell more to them

The struggle of selling more to existing customers has been eased by better customer engagement. But how to develop greater customer engagement is still a problem faced by every company. SurveySensum helps companies in enhancing customer engagement by offering automation in experience management and treating every customer differently as per their feedback. That’s how your detractors turn into your promoters.

Schedule a call now to learn how to achieve real-time customer success.

Request a Demo

The post Customer Experience Strategy: 3 Things That Your Business Can’t Afford to Ignore appeared first on SurveySensum.

Table of Contents: What is Customer Satisfaction (CSAT) Score? What is the CSAT survey question? How to calculate CSAT score? Applications of CSAT score Advantages of using customer satisfaction (CSAT) score What is the Customer Satisfaction (CSAT) Score? In simple words, customer satisfaction (CSAT) score is a numeric metric that is a measure of customer […] The post What is Customer Satisfaction (CSAT) Score? Definition, Calculation, Applications and Advantages appeared first on...

What is the CSAT survey question?

The CSAT survey question is a single question that asks the customer the following question with the respective answer option:

Q: How satisfied are you with our company [company can be replaced by service or any specific function or department for more focused feedback]

Answer Options.

1. Very satisfied
2. Somewhat satisfaction
3. Neutral
4. Somewhat unsatisfied
5. Very unsatisfied

For score calculation, responders who select options 1-2 are marked as ‘satisfied’ and options 4-5 as ‘unsatisfied’ customers. Option 3 is for neutral customers.

Note: Net Promoter Score (NPS) and Customer Effort Score (CES) are also often used alongside or as a replacement to the CSAT survey.

How to calculate the CSAT score?

Customer satisfaction score can be calculated by the following formula:

CSAT Score = % of satisfied customers (-) % of unsatisfied customers

For example, A company has surveyed 100 customers and the CSAT survey question yields the following response aggregation:

Very satisfied – 22

Somewhat satisfied – 35

Neutral – 10

Somewhat unsatisfied – 21

Very unsatisfied – 12

So, % of satisfied customer – % of unsatisfied customers = 57 – 43 = 14

CSAT score = 14

This example also shows how CSAT can be negative when a total number of unsatisfied customers exceed the satisfied ones. The range for CSAT score is between -100 to +100, as is the case with NPS and CES.

Applications of CSAT score

CSAT can be a major business ally when used strategically and deployed at important points of customer interactions. Here are some applications areas to get you started:

• Employee-level deployment

CSAT score is a data-driven metric and the response comes directly from the customer. This makes it a neutral judge of customer satisfaction, versus qualitative analysis of customer sentiments. In other words, its the perfect employee feedback score as well – if a customer gives positive feedback based on their interaction with your customer-facing employee, then that is a positive metric for the employee. If the customer gives a negative response, it is important to evaluate where the employee might be lacking in delivery, or if it is even a customer communication issue or a product issue. Whatever the outcome might be, it is strategically beneficial to deploy the CSAT survey and get customer feedback after every interaction with an individual representative of the company.

• Team- level deployment

There are several customers facing teams in a mid-to-large size company. It is here that companies often need to understand which team is contributing or lacking in contribution to creating customer success, be it at the post-sales service stage, technical support conversations, account renewal meet, etc. A CSAT score average for all the team members’ should give you the data you need to evaluate your teams based on customer feedback. It’s a neutral, unbiased and data-oriented approach to team-level feedback.

• Geographical deployment

Your team may in one location or several, but your customers are spread across geographies. Depending on your scale of sales and operations, it is essential for every organization to at least conduct one survey each quarter to understand which countries/regions may be uniformly lacking in customer support and reinforce the required quality.

Advantages of using customer satisfaction (CSAT) score

Below are some of the key strategic business advantages of using CSAT score as a customer success metric:

• Prevent customer churn

The only way to prevent customer loss is to first know that they might leave. Even today customer exit comes as a shock to many, and yes there are budgetary constraints responsible in many cases. However, a lack of customer satisfaction with the company or a better vendor with better options are still the leading causes of customer churn.

The only way you can prevent this is by first knowing. The best way to know is by asking the customer directly. A simple question with straightforward answer options can go a long way in giving you the right insights at the right time to ensure customer continuity.

• Increase revenue generation from existing customers

Using CSAT survey – you get a clear picture of who is satisfied, who is somewhat satisfied, who is neutral and so on. The goal for your customer success team is to ensure that customers keep going up the satisfaction ladder. As a customer goes from, let’s say somewhat unsatisfied to somewhat satisfied, this customer is much more likely to renew they account in the next billing cycle. The contrary would be inaction on customer woes and inevitable customer loss. Thus, this improvement of the CSAT score is directly responsible for generating more revenue from existing customers.

• Create customer communities for product UX tests

Satisfied customers who have renewed their account for more than 2 years – are an excellent source for product UX and feature feedback. One of the popular trends is creating exclusive online customer communities, connecting them with community managers (typically from your UX and customer success team) and getting live feedback from clients on an upcoming product or service updates. Not only does it benefit you financially by increasing your ability to produce features that are customer-validated, your customers feel exclusive, important and heard, thereby tightening their brand loyalty.

Let us help your business measure Customer Satisfaction Score in no time.

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The post What is Customer Satisfaction (CSAT) Score? Definition, Calculation, Applications and Advantages appeared first on SurveySensum.

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