How to Create Customer Feedback Loops at Scale

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According to a study by Bain & Company, 80% of companies say they’re customer centric, yet only 8% of customers agree.

Think about that for a second.

How many of your customers do you think would agree that you are customer centric? Do you know for sure?

This is important because according to a study by Monetate, 79% of customers will buy from a company again if the experience is good, but 89% of them would switch to a competitor if the experience wasn’t satisfactory. And nearly everyone agreed that the online experience influences their decision to buy.

Going back to the Bain & Company study, I wonder how so many businesses can be so off the mark when it comes to how their customers perceive them.

Reflecting on my own experiences as a customer both on- and offline, I think it’s due to the missed opportunities where they could have asked from my feedback but didn’t.

  • Welcome emails
  • First purchase emails
  • Companies I’ve been buying from for years
  • Companies I’ve been subscribed to, but never bought from

Most don’t even seem to acknowledge they’re using a channel where it’s easier for me to reply than it was for them to send.

It’s especially bad for online purchases. You …read more

Article Curated From…: Conversion XL