360 Customer Experience Definition
How 360 CX Is Changing Your Customers’ Expectations
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.
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
So How Does One Actually Go About Doing 360 CX?
Gather more feedback with tailored surveys on the channels that matter to your buyers
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.
Segment your responses into different buckets based on your buyers’ experience
Respond in a timely manner with appropriate next steps
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.
4 Key Benefits of 360 Customer Experience
1. You create a more personal, human feedback process
2. You increase the engagement with your buyers
3. You will retain more buyers