Customer experience is one of the most important items in a company, regardless of its area or size.
That is why companies need to devise plans and strategies that are successful in reaching their target audience.
In this vein, the Medallia Institute conducted a study to determine the ways firms implement it.
“To get the answers, they analyzed the customer experience programs of more than 580 brands (…). They surveyed marketing and customer experience professionals representing organizations with more than 100 employees located in the United States; Canada; Mexico; Argentina; Colombia; UK; Germany; France; Spain, New Zealand and Australia”, according to a statement from the institution.
We show you the results so that you can perform or improve them in your organization.
1. Take into account customer feedback
This is a “golden rule”. You have to take into account people’s opinions, complaints and suggestions to make improvements.
According to the Medallia Institute, customer experience leaders are 2.5 times more likely to indicate that they have enough data on their project to understand the topic.
2. Track Review
Customer feedback should not only be listened to, but also paid attention to. This by email, social network or phone.
3. Collect Information Everywhere
Take advantage of the fact that there are various communication channels to gather information from your audience.
The Medallia Institute states that people who run businesses are “3.3 times more likely than laggards to prioritize increasing the volume of customer feedback.”
4. Collect All the Data You Can
It is essential to take into account all the data you can in customer experience.
These can come from a call to your service center, chat or web page.
5. Promote your company
In order to democratize information and deal with problems or comments it is important that you inform your company of the comments you have collected.
6. Use Opinion to Make Decisions
Although there are more factors at play in companies when making certain decisions, the customer experience should be one of the main ones.
The institute revealed, “Compared to backward organizations, leading brands use this data 3.5 times more to drive action across the organization.”
7. Periodically Study What You Do in Customer Experience
At this point, the emphasis is especially on the measure and meaning you give to your customer data.
It is recommended by the Medallia Institute to do this on a monthly basis.
8. Technology is your friend
For a seamless and personalized customer experience, digital platforms are your “best friend”.
“More than half of customer experience leaders (54%) use customer data to automate tasks and track responses in a timely manner using technology, compared to just 24% of laggards,” consider the signature.
9. Think about your workforce
Customer experience, as we mentioned, is very important, but at the same time you must bet on the well being of the people you work with.
It is aimed at keeping your talents and improving their performance.
now read: 5 things to do when you lose your job
Read also: 3 Ways Your Company Can Help Employees With Their Dismissal or Retirement