Relying on metrics to make decisions? You’re taking a big risk.
Growth Molecules
November 16, 2021
The risk of making a wrong – and potentially very costly—decision increases when the thoughts, feelings, wants and needs of customers are lacking in the decision-making process. Companies like Netflix, Amazon, and Apple know this well. It’s the reason they all heavily use the customer’s voice to inform their decisions. If these companies rely on hearing their customer’s voice in making decisions, is your company doing the same?
See publication
Tags: Customer Experience, Customer Loyalty
https://anitatoth.ca/ultimate-customer-exit-interviews/
self
May 18, 2021
It’s never easy learning that a customer is leaving. But as they prepare to leave, you have a rare opportunity to find out why. Exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights.
In this article, we’ll cover:
1) How to conduct killer exit interviews
2) Expert ways to dig deep and discover the most valuable information from exiting customers
3) How to take that valuable data and use it to prevent other customers from leaving
See publication
Tags: Customer Experience, Customer Loyalty
Bill Gates Says Unhappy Customers Are Good for Your Business. Here’s Why.
Entrepreneur
October 22, 2020
Unhappy customers cost you a lot of money. Ask any consultant or coach who takes on a bad client how draining it can be. They demand more of you. They are hard to work with. They take more time and effort to please. They are emotionally draining.
Businesses also experience heavy costs from unhappy customers. Just like with consultants and coaches, unhappy customers demand more. They contact customer support more frequently. They aren’t satisfied with the solutions you offer them. They escalate issues.
When you have a lot of unhappy customers demanding limited time and limited resources, the financial cost can be big—from hundreds to hundreds of thousands of dollars.
The faster you can reduce the number of unhappy customers you have, the better it is for your business. (Keep reading to learn how to do this.)
See publication
Tags: Customer Experience, Customer Loyalty
The Ultimate Guide to Customer Feedback
self
June 17, 2020
It’s a much-dreaded customer feedback question but it should be asked. The information you will gather is immensely powerful and can become the basis of a strategic revenue shift. The question, while seeming innocuous, is laden with possibility – “What has been your most negative experience with our product or service?” More simply, “What don’t you like?”
Companies that ask this question, listen to the answer and then use that data to make strategic decisions are better positioned to retain more customers than those companies that don’t ask for feedback or rely solely on surface level feedback like quick surveys, NPS or CSAT.
Companies that leverage this deep feedback data are at an incredible advantage.
See publication
Tags: Customer Experience, Customer Loyalty
