Day 1- How to increase customer loyalty using surveys and feedback reports

Be a Customer Experience Ninja!

How to increase customer loyalty using surveys and feedback reports


customers who stop doing business or supporting a brand because of a poor service experience

Did you know?

69%


how much more costly it is to find a new customer than to retain an existing, even unhappy customer

Did you know?

seven times


How do retailers try to combat this?

Clipboard surveys● Limited survey time = shallow data pool

● Missed feedback opportunities when

engaged with another customer

● One-on-one interaction could result in

dishonest feedback



Comment / suggestion boxes● No real-time benefit

● Feedback goes missing or is “filtered” by

staff members

● Responses often don’t reach management



Mystery shoppers● Inconsistent snapshots taken at limited

times, eg. once a month

● Limited to one-on-one interactions in a

department or section

● Experience of the mystery shopper may be

biased


Imagine your managers could be connected to every service touch point in their stores...



Do clipboards and mystery shoppers:

× Keep you connected to various customer touch points?

× Constantly collect customer feedback?

× Automatically send you daily, weekly and monthly

statistical reports?


IoT and the future of tracking the Customer Experience


Cloud-based Customer Experience monitoring

● Data collection IoT devices post data in

real time, connecting brick and mortar

stores to the Cloud

● Immediately accessible by management

and staff

● Historical data available any time


● Capture data from as many touch points as

you need

● Service experience, waiting times and

customer footfall

● Give managers an opportunity to

intervene when necessary

Capture and report on any experience or interaction


● Get alerts as soon as a customer

experiences poor service or has been

waiting for too long

● Keep other managers informed about

what resolution was implemented

● Managers stay connected to the pulse of

their sales floor without being

omnipresent

Real time alerting


● Experience and satisfaction metrics are

vital to your business

● Receive daily, weekly and monthly reports

delivered to your inbox

● See where to focus training efforts and

monitor progress

Historical reporting


How do you get loads of feedback from your customers?


Make it easy.


of customers will give feedback, if you makeit easy for them to participate

Statistics show that...

20%


Drill down the data

Group Overview

Division

Region

Staff member

Department

Store

Executive Store


Turning positives into… positives!

● It’s easy to get lost and dwell on negative feedback

● Instead, focus on the positive and boost staff morale

● Happy staff create

better experiences for

your customers


To recap...

● IoT devices are placed at

strategic points in a store

● Real-time customer

experience data is

captured

● Customer experience

metrics are uploaded to

the cloud

● Caters for real-time alerts

and reporting

● Management have

actionable data and can

make better decisions


Constantpolling

=Loads offeedback


● Get valuable feedback from day 1

● Engage with customers to increase

loyalty

● Create improvement plans for the

short and long term


� Get the competitive advantage.

� Shine light on service performance.

� Give your customers a voice.


You can’t fix what you do not measure!

Documents

Day 1- How to increase customer loyalty using surveys and feedback reports