Shep Hyken interviews Miika Mäkitalo, CEO of HappyOrNot, a simple, non-intrusive customer feedback platform. He talks about the value of customer feedback and how businesses can benefit from actionable insights.
“In today’s world, the customer is king, and retaining them is so important. It is vital for every organization, whether it is a business or a nonprofit, to measure their customer experience and think about what they could do better.”
“Through traditional channels, like email, a dissatisfied customer might leave the store furious and write to the company when they get home. But you can’t make massive changes based on one customer’s comments. When the way you ask for feedback is fast and frictionless, with a click of a button, you can collect so much more data you can use to improve service.”
“For business owners, it is vital to react as quickly as possible to customer issues. When you fail to take action, customers will get the impression that you don’t really care.”
“Employee experience reflects the customer experience. Empower your employees so that they love what they are doing and they have a mastery of their jobs, because that’s what it takes to deliver outstanding customer service.”
Miika Mäkitalo is the CEO of HappyOrNot. He is an entrepreneurial business strategist who has a deep understanding of data analytics and its application in various industries.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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