How to Create Customer Feedback Loops at Scale
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