To satisfy customers in today’s uncertain market, companies are striving to meet new and evolving needs. A happy customer is a loyal customer. However, a company can only grow when loyal customers spread the word. On the other hand, unsatisfied customers who share bad reviews damage a company’s reputation.
In this current climate of uncertainty, more and more companies are leveraging customer feedback to amplify successful strategies while making adjustments to correct what might be wrong.
Companies attempting to increase customer satisfaction by sending surveys often face one key challenge: limited quality feedback. Without good feedback, companies often ask essential questions: Why did a sale fall through? Am I responding to customers’ needs? Or perhaps the most critical question: How can I show my customers that I care? These questions are especially important now as we all strive to connect and protect businesses.
In Seth Godin’s book, “Permission Marketing,” he suggests that the key to break through the clutter is to deliver anticipated, personal, and relevant messages to your customers. When building your feedback programs, you should apply Seth’s methodology:
Seth Godin’s three principles can help you build loyalty and stay connected throughout the customer journey, empowering you to meet your customers at every touchpoint.
The right tools make it that much easier.
From events to customer support to sales follow up, Simple Survey provides a better way of measuring customer satisfaction. An affordable tool native to Salesforce, Simple Survey can help you increase responsiveness by sending surveys when your product or service is top of mind. All responses record in real-time into Salesforce, and you can choose to notify managers when a survey score indicates dissatisfaction.
By using the survey feedback to coach employees, you create tangible goals for success based on actual customer experiences. At each touchpoint, your customer’s voice offers valuable information to improve your business.
With Skip Logic, you can create a relevant and personalized experience for your customers by hiding questions unrelated to the customer’s experience, keeping surveys brief, and capturing only relevant feedback.
Learn more about Skip Logic by listening to our On-Demand Webinar
If you use Salesforce and want to leverage feedback throughout your customer’s journey, check out the ultimate survey tool: Simple Survey on the AppExchange.