The Beginner’s guide to customer experience
| Blanka Kovács
We are sure you’ve already heard about the importance of customer experience. After all, it’s the happy audience that spend their money on your product in the first place. However, finding out what makes them satisfied is not always easy.
If you want your business to be more successful, you need to listen to your customers!
WHY FEEDBACK MATTERS
Modern world’s people are not afraid to let everyone know on social media if they had a bad customer experience. Therefore, due to this shift in the power of the public opinion, people now believe each other’s unbiased customer experience more than they believe traditional advertisement or PR.
In order to keep your customers satisfied, you need to start a dialogue with them. This way you will get constant feedback on how you should improve your business.
HOW TO RECEIVE CUSTOMER FEEDBACK?
Well, just like the internet is an emancipatory place for the audience to discuss their customer experience, it is also a convenient platform to get in touch with these people. Ask for a review on the website, in a newsletter, in a social media post’s comment section or even in the (web)store after every shopping. Yes, we know, sometimes it is difficult to make your audience putting an effort in replying your surveys, so you should always ask short and clear questions like:
- What do you like about our product?
- What do you dislike about our product?
- What should we improve?
Even if you get only one hundred reviews from thousands of customers, that is still one hundred relevant, very important feedback from the relevant people that you cannot get otherwise.
PROCESSING THE REVIEWS
Okay, I bet you’re saying now “sure, it all sounds good, but when will I have time to read hundreds of texts?” Well, needless to say, technology changed the game here as well.
It is an automated review analysis that will reveal why your customers like or do not like your product. You don’t need to actually read all the answers, but you will see the results and the insights right away!
HOW DOES IT WORK?
Well, all you have to do is upload the reviews you collected on Zurvey’s dashboard. Only after a few minutes, Zurvey will tell you everything about your customer’s experience. Our AI-based system reads every feedback you uploaded in an Excel sheet, and decides how positive and negative these answers are and what the positivities and negativities the users emphasised. Additionally, it detects the key topics, brands, emotions, persons, places and other entities that have been mentioned by the customers.
- If you want to see how a retail chain store managed to save its reputation, click here!
- If you would like to know how much time and costs a bank saved via applying automated text analysis, Zurvey, click here!
If you are interested how an automated feedback analysis can help you dealing with your customer’s reviews and experience, try our demo for free!