Research indicates that 1 in 3 customers will leave a brand they love after just one bad experience, with 92% completely abandoning it after just a few negative interactions.
Despite this, the harsh reality is that too many businesses are delivering sub-par customer experiences.
It doesn't have to be this way - and by capitalising on local conversations and customer feedback, organisations can quickly improve their customer engagement strategies and customer satisfaction.
In three simple stages, this ebook explains how to make real progress in the areas that will deliver the biggest return on investment, answering some of the most urgent questions for retail professionals, including:
- How can I enable my organisation to listen to my customers?
- What’s the best way to manage local customer feedback and respond to questions, suggestions, complaints, compliments or ratings?
- Who in the business should be responsible for managing feedback and how should this be structured?
- And, ultimately, how can I build loyalty and a genuine human connection between my brand and customers?