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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

5 Tips on how to create a killer CX strategy for your business

Do you want to know what makes global e-commerce giant Amazon the most trusted and well-liked tech brand in the world? According to a survey by The Verge, not only do consumers trust Amazon with sensitive personal details about what they purchase and data about their interests, they trust the brand almost as much as they trust their bank. And there is not one reason why Amazon is taking the lead in consumer trust. The brand has for years now spent billions towards improving its services, entering new markets and prioritizing the value and efficiency of its services. But what lies at the heart of Amazon’s success is customer satisfaction. It comes as no surprise, therefore, that Amazon ranked number one in overall customer experience, according to ForeSee's new Retail CX Rankings. So when it comes to emulating a customer experience (CX) strategy, we all have something to learn from Amazon. Why Invest in CX? Customer experience is a hot topic in these times, simply because expectations amongst today’s consumer are sky high! Businesses need to know how customers perceive their interactions with them and that can only be possible by creating a successful strategy which is useful, usable, and enjoyable from the customer’s point of view. There are numerous ways to improve customer experience; however, customers essentially need to be at the center of ALL your business operations. Companies such as Amazon, who have cracked their CX strategy, are known to deliver 17% of revenue growth within 5 years on an average, whereas those…read more
101 Customer Service Statistics To Lay Your CX Strategy On

101 Customer Service Statistics To Lay Your CX Strategy On

“Your brand is what other people say about you when you're not in the room.” – Jeff Bezos, Amazon. This quote brilliantly explains the exact sentiments that a customer holds for a brand. To make sure that your customers are always gaga over you and your service when you are not even offering them a discount, we give you these 101 statistics that we have assembled. You can undoubtedly form a Business CX strategy while keeping these in mind for creating better and delightful experiences for your customers. Customer Experience Statistics 50% of customer experience natural occurring churn every 5 years. Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference. 91% of unhappy customers who are non-complainers simply leave. It is 6-7X more expensive for companies to attract new customers than to keep existing customers. 65% of companies are able to successfully upsell or cross-sell to existing customers. Only 12% of companies are able to successfully upsell or cross-sell to new customers. 75% of brands do not know what engagement means - but are measuring “it” 90% of consumers said they have had poor experiences seeking customer support on mobile. 89% of marketing leaders expect to compete primarily on the basis of customer experience by 2016, as compared with 36% four years ago. By 2016, mobile search will generate 27.8 billion more queries than desktop search. By 2020, the customer will…read more
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