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Voice of Customer – Listen With Care!

Running a successful business has to do with relationships, professionalism and the ability to accept…

Voice of Customer – Listen With Care!

Are You Ready for the Net Promoter Score Ultimate Question?

A friend of mine recommended this nice little cafĂ©. So I went there the other…

Are You Ready for the Net Promoter Score Ultimate Question?

Learn From Your Mistakes and Listen to Former Customers and Employees – Customer Churn survey

Many of us tend to bury our heads in the sand when things aren’t going…

Learn From Your Mistakes and Listen to Former Customers and Employees – Customer Churn survey

Focus on customer satisfaction and take the road to success

Which great leader could possibly fail to realise the importance of customer satisfaction? Well, it´s…

Focus on customer satisfaction and take the road to success

Is Customer Feedback Really Necessary if My Business is Doing Well?

Thanks to the burgeoning world of e-commerce, the average retail business is competing with providers…

Is Customer Feedback Really Necessary if My Business is Doing Well?

Customer feedback puts the wind in SCA’s sails in the Volvo Ocean Race

As part of the SCA global marketing programme, they have entered a boat into the Volvo Ocean Race, a round-the-world yacht race, with an entirely female crew. To find out how race visitors view SCA and its brand presence, a number of different visitor surveys have been set up targeting a range of target markets. During the leg between Newport and Lisbon, I managed to have a chat with Nina Ekstrand, Brand & Marketing Director of Team SCA Ocean Racing, to learn more about how they are using feedback from customers and the public in the Volvo Ocean Race.

Customer feedback puts the wind in SCA’s sails in the Volvo Ocean Race

A lack of time is no excuse for deprioritising customer loyalty

“No, there’s no time to measure and analyse customer loyalty. We have to focus on preventing churn.” I hear variations on this statement every now and then from representatives of various company management teams. A lack of time is a modern phenomenon suffered by most companies. However, the argument above is like putting a plaster on an injury and hoping it will get better instead of trying to heal it from within. Knowing what makes customers leave is always better than taking a chance, and yet many managers still believe that customer loyalty surveys have to be time-consuming and large-scale. This is not true. It depends on how they are done. The entire process can be done automatically now.

A lack of time is no excuse for deprioritising customer loyalty

Why the customer journey plays a significant role for your business

Identifying and grading your customers’ touchpoints in the customer journey are the first steps to enable you to get a full grip of the customer satisfaction levels in your organisation. Allowing customers to give feedback and speak their mind along the way will help give you a full understanding of the customer experience and a great foundation on which to grow and improve your business.

Why the customer journey plays a significant role for your business

5 good points to consider if you really want to start measuring customer feedback

Successful businesses put their customers at the centre of their corporate culture and they always start with the customer’s best interest in mind when developing processes, products or services. Customer data can help you better understand and use segmentation to identify your best customers. Product and service development should always be made for the best customers – they are loyal and engaged in what you do. But you need to be attentive and listen closely to what your best customers have to say, otherwise they will feel disregarded and will soon be found in your competitor’s nest. Here are a few tips for you to consider if you want to put your customers’ voice at the core of your organisation.

5 good points to consider if you really want to start measuring customer feedback

Working with e-commerce? How to increase knowledge about your customers using online surveys

When you provide your offer online you lose the personal face-to-face contact you get with customers in bricks-and-mortar stores. It becomes harder to get to know your customers and really understand what they think about the purchase experience and products. Using e-commerce surveys is a great way to start to reduce distance, get closer to customers and initiate an ongoing dialogue. Eventually, surveys will help your company improve in every way, get more loyal customers and increase profitability.

Working with e-commerce? How to increase knowledge about your customers using online surveys

Stop evaluating the past – start predicting the future!

What does it take to be able to call your company a customer-centric company? Is it enough to put words like “We think customer first” on your website or in a fancy PowerPoint presentation? Of course not; you have to deliver a great product, in a great way, and you need to provide the customer with great service all the way, even after the point of purchase. Read more about what working with customer feedback in a predictive way means and then ask yourself four questions to find out if your company really does.

Stop evaluating the past – start predicting the future!

Infographic: Why customer satisfaction is important!

86% of consumers have quit doing business with a company because of a bad customer experience and it is 6 to 7 times more costly to acquire a new customer than retaining an existing one. Everyone knows that customer satisfaction is important but every now and then we need a reminder. Take a look at this infographic to get a short summary of why you need to keep your customers happy!

Infographic: Why customer satisfaction is important!