Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to you.
When it comes to bad mouthing a company or service, most consumers instantly turn to Facebook, Twitter and Hello Peter to publish their ordeal. And when that happens there’s a domino effect. Before you know it, that customer has jumped off your company ship, and onto your competitors. Not only have you lost him, he’s taken six of his friends and family members with him, and possibly turning everyone who will listen off your product or service.
And let’s be real for a minute – How many of us haven’t ever jumped on the “I’ve also had a hard time dealing with…” bandwagon?
It’s simple. If you don’t give your clients what they want, need and expect, they’re going to take their business somewhere else. And that’s the last thing you want.
So, what should you do?
Listen to your customers
It’s a well-known fact that for every existing client you lose, you need to work six times harder to get a new one. And the question we have is: ”How much are you doing to keep your customers loyal to your brand?”
We often come across clients who have a strategic drive to gain customer loyalty. However, they don’t give clients a platform to give feedback. So, they aren’t hearing what their customers actually want or need.
But why is listening so important? Because it gives you the ability to focus your resources and efforts on what is important to your customer, not what you think they want or need.
And how do you do this? If you have a large client base, listening might seem daunting, but we have the solution.
Smoke Customer Intelligence gives you the power to pioneer
We’re the customer experience freaks and we know how to make great customer experiences translate into tangible business growth. We make it easy for you to listen to your customers, maximise their feedback, create customer visibility, measure your staff, turn data into actionable intelligence and deliver real ROI.
Our unique combination of research expertise, business experience and innovative software fits your business needs and provides real-time feedback that will help you improve your customers’ experiences and stop them before they splash negative publicity all over social media – and take their business elsewhere.
Click here to find out more about the solution to listen to your customers, gain customer intelligence, improve customer retention, maximise the feedback they give you and transform your business.