How to Leverage Customer Feedback to Enhance Every Stage of the Customer Journey
Shep Hyken interviews Evan Klein, Founder and President of Satrix Solutions, a customer experience and employee engagement consulting firm. He talks about how businesses can encourage customer feedback and how to leverage that to improve the overall experience.
“Be open for context and find patterns across all the feedback you receive from your customers. Probe and understand customer frustrations. Mobilize your promoters and leverage their feedback to operationalize creating excellent customer service.”
“Activate your promoters. If they say they are likely to recommend you, call them and ask them, Who would you recommend me to?”
“Customers can distinguish between a company that just sends the survey because they feel they have to and companies that are truly invested in the voice of customer-driven change.”
“Companies survey their customers but sometimes overlook insights their employees have. Ask them how they think their customers could be better served. Ask them what obstacles they face that impact the customer experience.”
Evan Klein is the Founder and President of Satrix Solutions. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement.
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:
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA