Want to Succeed in Customer Feedback?
We know this year has been challenging for so many with devastating weather and the continuing pandemic. Now, more than ever, we are incredibly grateful for our partnerships with our clients, vendors and contacts. I am especially grateful to the entire Daniel Group team. Earlier this year, we reached the one million milestone of completed surveys! As we move into 2022, we are excited to continue improving and expanding how we help our clients gather, analyze, and act on customer feedback.
We’ve all heard about or experienced “The Great Resignation” with employees leaving en mass. Are you experiencing this at your company? Are you finding it challenging to hire? I recently found an article in Harvard Business Review, 5 Reasons Not to Quit Your Job (Yet), and that got me thinking about what other things employers could do to keep their employees. At The Daniel Group, one of our core services is Employee Feedback and helping our B2B clients improve employee engagement. So let’s start with a refresher…
Customer Experience Consistency is the sum of small efforts repeated day in and day out. Name one fast-food restaurant that provides a consistent, superior customer experience. Chick-fil-A is the first one that comes to my mind. Without fail, regardless of where I am, and I travel often, I know that if I stop there, I will receive a smile and hear, “My pleasure.” What would your customers say about what they expect from your organization? Hopefully, your survey data shows consistent positive comments. If not, you have some work to do.
Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned as something that needs improvement, your score may take a 40 point dip. I recently interviewed Paul Start, Market Growth Development Manager, Thomas Built Buses. In the interview, Paul reminds us that “Communication has to be proactive. Anytime a customer reaches out, it is usually a “fail” on our part.” Communication has to be proactive to be effective.
Are You Giving Customers the Experience They Desire? Welcome to Success Strategies.
Are you giving your customers the CX they desire from from you? We recently introduced a new four-part blog series:
Giving Your Customers What They Want. Throughout the series, we will explore the importance of the following topics:
It’s time to Blend CX and Marketing! Are you ready to blend your CX and Marketing plans for 2021? It is time to link the two for business success and happy customers! As you may know, CX continues to gain influence over price as a differentiator. Studies show that 86% of customers will pay more for better CX (Smart Insights). In my recent blog, Why CX and Marketing Go Together—Now, I outline the benefits of combining these efforts for your business.
What important CX lessons did you learn in 2020 to keep your customers during a pandemic?
Everything changed at the end of March! Our team did not know what to expect. Many of our clients did not know, as well.
There were so many unknowns as the pandemic changed business as usual. We closed our offices on the 17th. Other than me, no one else has been coming to the office. (I have learned much about the unusual sounds made by an empty office!)
Trusted by B2B businesses
We work with manufacturers, service companies and value-added resellers to understand the customer’s view at every part of the chain.