Está luchando por mejorar su estrategia de CX. ¿Cómo puede recopilar eficazmente los comentarios de los clientes?

Direct surveys are exceptionally limited in their value and should be at the bottom of this list and here’s why: 1) very few people opt in or complete them 10-20% at most 2) the data is inherently skewed to super happy or super pissed people 3) you have much better data already in your business. Instead of relying on what people say they’ll do or think is the reason why they did something, look at what they actually did instead. If there’s a question that you can’t answer from your data, then ask your customer (don’t ask them if it was easy or hard to do business with you when you know they spent 42 minutes on your website and have called you 3 times). Also, consider the impact of the order of your questions and never ask more than 3.

Understand Customer Requirements and Pain Points: Regularly engage with customers to identify their needs, preferences, and pain points. Surveys, feedback forms, and direct interactions with customer service agents can provide valuable insights. Provide Omnichannel Claim Support: Streamline conversations by offering omnichannel support. Ensure customers can easily reach out through various channels like phone, email, chat, or social media. Implement Personalization: Tailor interactions based on customer behavior and demographics. Personalized recommendations for products and relevant content enhance the overall experience. Resolve Queries Faster: Prioritize quick resolution of customer queries.

Enhancing your CX strategy effectively through customer feedback involves: 1. **Surveys and Questionnaires**: Deploy concise, targeted surveys via email or in-app prompts. 2. **Social Media Monitoring**: Track customer comments and reviews on social platforms. 3. **Direct Interviews**: Conduct one-on-one interviews for detailed insights. 4. **Feedback Forms**: Integrate feedback forms on your website or app. 5. **Customer Journey Mapping**: Analyze touchpoints to identify pain areas and opportunities. 6. **Engage Customer Service**: Collect feedback from customer support interactions. 7. **Incentivize Feedback**: Offer rewards or discounts for participation in feedback initiatives.

Involucra a los Sponsors 👥📊 Reúnete mensualmente con los sponsors para revisar métricas de CX y obtener feedback. Incentiva el Feedback 🎁💬 Ofrece descuentos y beneficios a clientes que participen en encuestas. Implementa un sistema de puntos canjeables por recompensas para fomentar la retroalimentación continua. Automatiza y Simplifica 🔄🤖 Envía encuestas automáticas post-interacción (NPS, CSAT). Usa chatbots para recolectar feedback en tiempo real y herramientas de análisis de sentimientos para detectar tendencias.

Effectively gather customer feedback through clearly visible and easily accessible feedback boxes on your website, using concise and relevant questions, providing multiple feedback options (e.g., ratings, comments), ensuring anonymity if needed, and offering incentives for participation.

As respostas devem ser analisadas e categorizadas para facilitar a compreensão dos principais problemas e como os clientes se sentem. Agrupar as informações ajudará a entender padrões sejam eles por área ou temas, por exemplo.

Social listening enhances customer experience by monitoring and analyzing customer conversations on social media to understand their needs, preferences, and sentiments, allowing businesses to respond promptly, address issues, and tailor their offerings to better meet customer expectations.

Estar no ambiente do cliente, observando seus hábitos, dificuldades e problemas é uma excelente fonte de captação de insights. Por isso, investir em capacitação e ferramentas para a equipe da linha de frente é utilizar os recursos de maneira assertiva e objetiva para obter dados que irão gerar projetos de melhoria contínua.

Quando possuimos um programa de voz do cliente (VOC), coletando opiniões deles é importante seguir com o proximo passo: o close the loop. Entender a fundo o que o cliente quis dizer com aquele feedback. Entrar em contato com o cliente é fundamental para que você consiga entender a fundo suas necessidades e expectativas. E eu garanto para você que essa sua ligação para ele será muito bem vista, pois ele não espera uma ligação da empresa para saber como ele está. Esta preocupação que você terá com ele, vai deixar o seu cliente mais próximo de você e de braços abertos para compartilhar com você mais detalhes riquíssimos dos seus problemas com sua empresa.

Agradecer e dar um retorno para o cliente com as contribuições que ele forneceu é o mínimo que uma empresa pode fazer. Mas, mostrar no dia a dia dele que a empresa ou um processo mudou por causa disso, impacta positivamente no cliente. Isso gera maior satisfação e lealdade.

User testing enhances customer experience by involving real users in the evaluation of a product or service, identifying pain points, and gathering insights to improve usability, functionality, and overall satisfaction before the final release.

Convidar o cliente para testar é muito útil. Ajuda a corrigir erros e falhas antes de escalar, definir processos mais claros e que gerem menor fricção na ponta.

Ter um programa de voz do cliente, significa coletar muitos feedbacks de clientes. Ou seja, um mar de informações ricas sobre onde sua empresa tem oportunidades de melhorias. Para conseguir capctar esse volume imenso de dados, procure concentrar o destino final dos fedback de todos os canais em um único lugar. E o mais importante, eles precisam ter um padrão de registro de dados, para que você possa conseguir organizar melhor os dados. Com isso em mãos procure categorizá-los, e por último busque por correlações dos dados analisados com os resultados e impactos que a empresa tem.

In my experience, your customer feedback strategy depends a bit on whether you're B2B or B2C. In B2B, customer interviews are eye opening and you rarely need to do more than 30 to uncover all the major needs and issues - after that, you'll just validate what you've already gathered. The key is speaking with prospects, current users and lost customers. But I wouldn't recommend that approach in a B2C environment. You're best source of insights there is you call and chat volume. Customers are telling you directly what they're trying to do and what is and isn't working. With the help of AI, can you identify the main drivers, as well as the most intense issues, and, based on effort and cost-benefit, begin prioritizing what needs to be worked on

If you're starting out with zero resource to stand up traditional feedback methods here's one tip: crowdsource data from customer-facing teams using tools you have. Sales and support teams are a great place to start. Include a "question of the week" campaign for teams to ask during their typical interactions and log the responses in a reportable field in Salesforce, a spreadsheet, or whatever is least "extra work." Aggregate and share the weekly results. Reward participation. You will get a start on the feedback you need, broader buy-in to the value, and a by-product of engaged teams who are invested in taking action on feedback vs. just reporting the news.