360 Customer Experience is the fastest way to retain and engage your buyers. It means having a truly Customer Centric approach to each interaction with your customers and ensuring feedback is collected and acted upon at each stage.
“360 CX is the quickest way to reduce churn and drive active referrals by acting upon feedback from your existing buyers”
There is a fundamental issue with the way we’ve been taught to deliver customer experiences – it no longer matches what buyers expect day to day.
Think about it – where do you prefer to transact? Where price is the lowest and the product is the best? Or where the customer experience and convenience of transacting is most streamlined? Where you feel valued and are provided personal suggestions?
People love to be treated as individuals. They don’t want to see blanket feedback request which are never acted upon. Yet most businesses are still taking this approach and treating each consumer the same – whether they had a good experience or bad.
Here is how the traditional feedback loop works these days:
People love to be treated as individuals. They don’t want to see blanket feedback request which are never acted upon. Yet most businesses are still taking this approach and treating each consumer the same – whether they had a good experience or bad. Buyers and customers loathe hate being ignored, take a look at these numbers:
► 45% would be angry when ignored by brands
► 27% would stop doing business with the company completely
► 50% of consumers give a brand only one week to respond to a question before they stop doing business with them
► 89% of consumers began doing business with a competitor following a poor customer experience
The same applies to time. Reach out at the times that suit your customers, not when suits you. That’s why we have built a sophisticated Feedback platform that allows you to schedule surveys and reminders automatically.
Software and algorithms are great for understanding issues and areas for improvement, but nothing beats human-to-human interaction once it’s time to recover a buyer who is about to churn. That’s why algorithms use intelligent routing to connect your respondents to your recovery team – so your team can focus 100% on service recovery.
With intelligent routing, our algorithms will also make sure happy buyers are directed to become brand ambassadors. In the moment when they have specifically expressed a positive interaction with your brand, we go ahead and nudge them towards sharing your brand with their local networks on social and other review sites. Yup, all in the background!
Actively driving actions based on feedback received is one of the key differences between traditional CX and 360 CX. This personal approached to feedback, which triggers actions based on score received means you come across as understanding the state and mindset of your buyer at any given time.