Make sure your customer survey is not anonymous. Make the customer aware that customer research is important. If you know what your customer wants and where the possible ‘pain points’ or ‘good points’ are exactly, you can improve the service. You can use transactional measurements to measure the different touchpoints in a customer journey. These show the emotion of the customer experience especially well.
For specific departments, such as customer service, this provides learning moments and tools for improvement. Perhaps negative feedback at a specific customer contact moment is not always fun for the employee in question, who may then come out a little less well, but it is useful to ensure that things go better next time. The pitfall is that feedback is often seen as a threat, but the opposite is true. With the data in hand you can make improvements.
let it all go
Why should I possibly make changes within my organization? Are you okay? Many organizations do not know how to anticipate the ever-changing customer demand. Within B2B we see at Integron that customers are becoming more demanding. Just like with B2C, they want to be served optimally.
Think of customer approaches, like Coolblue does. Customers need information, such as track and trace options. Why is this possible at bol.com and not at a large transport Communication Directors Email Lists company? Customers want to know exactly where their deliveries are and how long it will take. Such information must be organized and therefore requires internal adjustments. In the context of being and staying distinctive, it is wise to take a good look at this and anticipate it if necessary.
Do you also want to improve the customer experience? Integron offers total expertise
In addition to collecting customer feedback, we have extensive experience in helping customers follow up. Every year we help more than two hundred B2B organizations improve the customer experience. We offer a total picture and total expertise, whereby we fully customize everything and coordinate it with our customers (clients) based on the goals. This full-service flexibility and quality are appreciated by our own customers. Read more about what we can do for your organization in the field of customer feedback in our brochure