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The Zonka Feedback Blog

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

Challenges in Delivering a Great Customer Experience

How much do you know about your customers? Knowing personal tastes, preferences, income bracket and birthdays of your customers forms just the beginning of understanding customer needs. Often, the challenge is to study the data properly to understand what is effective and what does not make any sense. While the right data helps, it also boils down to how you collect the data. Formulating an effective customer feedback management system isn't an easy job. It requires in-depth understanding of what your customers are looking for and what you can do to meet their expectations. With increasing competition across all the major domains, it is essential that you deliver a great customer experience to have a profitable run on the market. Despite having everything right, you might be experiencing difficulty in meeting the expectations of your customers. By finding out the issues and then resolving them, you'd not only win over the confidence of your existing customers but also get new ones, thanks to word of mouth. Here is a list of some of the major challenges businesses face that hinders customer experience. Delivering consistent customer experience across multiple channels: Customers no longer evaluate your services based on individual touch-points. Instead, they look at the service, on the whole, as a single entity. Regardless of whether you're interacting with the customer in the store, via email or through a phone call, they should receive a consistently good experience. Systemizing the ‘customer feedback process’: Customer feedback is an essential component of any business that can help you…read more
Web Feedbacks vs Tablet Feedbacks – Which one should you opt for?

Web Feedbacks vs Tablet Feedbacks – Which one should you opt for?

Once upon a time existed a company that didn’t pay attention to customer feedback. Unfortunately, it doesn’t exist anymore. Where is your organization headed? If you’re in the hospitality industry, you are aware that customer feedbacks have played a pivotal role in the growth of businesses. So, how do you look at feedback? Do you have separate mechanisms in place for different feedbacks? How quickly does the voice of customers reach you? How many customers actually care to express their views? The quicker the feedback, the better can be the critical assessment of whether you're going in the right direction. Simplifying the process of collecting feedback means customers don’t find it a tedious job to evaluate your services. Let there be no reminiscence of the stone age – it’s time to take feedback without pen and paper. Web and tablet feedback are the two most common ways through which you can reach out to customers. But, which one should you implement and why? Read on to find out. Web Feedbacks Web Feedback Surveys and forms help gauge the general mood of your customers. A source that customers increasingly look to, web surveys are handy when it comes to recording feedback from customers. Email surveys are often emailed to guests by airlines, online shopping portals, hotels and restaurants, among others. Advantages of capturing feedbacks through Web Surveys So, why do companies invest in it? The reasons are logical. It allows customers to give feedback as per their convenience. It is easier to build and roll out surveys.…read more
When is the best time to collect Customer Feedback?

When is the best time to collect Customer Feedback?

There is an age-old question, “When is the best time to collect feedback from my customers”, finally, the answer has been nailed down. The absolute best time to gather feedback is right now. Feedback is vital to your business, and it is important to get that information as soon as the customer has engaged with your company to get the most valuable feedback. The main reasons you need to be proactive about getting clients to complete a feedback survey are outlined for you below. Keep the Brand Fresh Companies need to be collecting feedback as soon as possible for the sole reason of the customer may be busy and could confuse their visit with your business and another. Being able to recall an event with clarity, a customer service agent, or even an employee all play a part in getting a score that allows you to improve. If you wait several weeks before sending out a survey, your client may have very well forgotten all about their visit with you! Ask For It When It Matters While knowing about a customer's experience is important, for most data, you want to be able to hone in on one aspect. It is important to remember that not every moment of the experience needs to be inquired about. Instead, you may ask about their visit on that day if they tried a particular product or the similar. Narrow your scope for more conclusive data. Catch Them While They Are There Most often, customers will neglect to leave feedback…read more
Paper Feedback Forms vs Feedback Forms on Tablets

Paper Feedback Forms vs Feedback Forms on Tablets

Collecting customer feedbacks is an essential part of running a healthy service-oriented business. It is the one activity that results in actionable insights for the business, letting the managers know which parts of their service demands correction and which parts need to be promoted and set as an example for boosting employee morale and establishing benchmarks. Hence, any business serious about improving their customer service must collect as many feedbacks from their customers as possible, and supplement this with thorough and accurate data analysis. When choosing the proper mechanism for collecting feedback from customers, business managers must keep the above in mind. The popular channels for feedback collection are – paper and digital (through tablets). Here are the advantages that are present only in the digital feedback collection mode: Novelty Let’s face it. Paper based feedback forms are passé. Presenting a shiny new tablet to your customer for collecting their feedback provides a novel new way of capturing their attention. Not only will they feel that you really care about their opinion (hence the investment on tablets), they will also feel a lot more encouraged in voicing out their opinion, letting you collect far more feedbacks, yielding much more actionable insights for your business, compared to paper forms sitting quietly in a corner. Ease of maintenance Paper based forms are much more “permanent” in nature in the sense that once printed, they cannot be modified very often. In fact, one has to wait till they run out (which can be quite a while since they…read more
Making your business Customer-Centric

Making your business Customer-Centric

Successfully running your business in a competitive industry is no easy task. Particularly in the service sector, where customer is king, and more so in the modern age, where information spreads like wildfire and any inconsistencies in service trend on the Internet at the speed of light. Given that, it appears that customer-centricity of businesses in the service sector is no longer an ambition – it is a need. It is not something that great companies can thrive on – it is something that all companies will need to practice to survive in the game. We already discussed how customer experience may well be the cornerstone of the Blue-Ocean strategy in the customer-service industry. What remains to be discussed, however, is how your business can go on to become customer-centric. Here are six things you need to watch out for once you decide to adopt a customer centric approach for your business, if not already done so: Clearly establish and commit to your brand value The very first thing you need to focus on is the promise that your brand makes, and set up procedures to consistently deliver it. This is crucial, because brands are essentially promises. And a company that consistently delivers on this promise will by default, gain strong brand recall among its customers. For example, a budget restaurant associates its brand with economic pricing, attracting customers by the promise of “low prices”. Over time, sensing shifts in the industry, it may desire to improve its service offering, but if it dilutes its original…read more
Customer Satisfaction v/s Customer Delight

Customer Satisfaction v/s Customer Delight

The business of dealing with and serving customers is tricky and unpredictable. What works for one segment of customers may not be the most suitable option for any other customer segment. To complicate matters even more, customer experience is often manifested over several “layers”, depending on how much the service delivery matches their service expectations. In an age where businesses are competing tooth and nail for every incoming customer, merely satisfying customer may no longer suffice for retaining old customers, much less acquiring new ones. Sample the following scenario: Imagine you walk into a hotel upon entering a new town, with the expectation of a clean lodging and food, and a decent ambience. Any hotel or inn meeting these expectations will provide you with satisfaction. Delight will result when a hotel exceeds your expectations of these basic necessities and possibly even surprising you – for example, arranging for your transfer when you leave, or replacing the linen in your room without your asking for it. Meeting customer expectations of service are crucial to customer satisfaction and running a business successfully, but true customer loyalty can be gained only when the service exceeds customer expectations. "Customer delight is that phase of customer experience when the service offered exceeds the service expected." While satisfied customers may leave the business feeling happy, they may not return. They may well be swayed by swanky advertisements or deep discounts offered by competitors the next time around. On the other hand, a customer who is delighted by a service exceeding his…read more
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