Improved customer experience through smart customer research
You don't get customer loyalty just through a good product or a low price. You need to understand and manage several factors; such as creating a simple customer experience, inspiring, listening and acting on a personal level. Through a smart customer survey, you can have a dialogue with your customers and those who choose not to shop. You receive ongoing action-based insights to be able to act - at all levels, concrete operational support, strategic and tactical to create growth through customer insight-driven business development, i.e. Relationship-creating trade.
Why is a good customer experience in retail so important?
By listening to your customers and acting on their feedback, you can work more structured and focused with your customer experience.
- A good customer experience is today an extremely strong means of competition. In an open market and world of limitless accessibility, a good customer experience is what distinguishes different companies from each other and the reason why the customer chooses you over other alternatives.
- Today's customers are more educated than ever. They are constantly comparing different companies and alternatives, and the expectations of you as a company and brand are constantly increasing.
- The customers are committed and because they have a great influence on a company, they also want to be involved in the development of the customer offer.
Through a smart customer survey, you can have a dialogue with your customers and those who choose not to shop. You receive ongoing action-based insights to be able to act - at all levels.
Quicksearch smart surveys can be integrated with Market automation systems, CRM and much more to create a simple experience, even if you have many customers.
Tip! Make customer feedback from your customers available to all your employees in every part of the business, not just in customer service, among salespeople and other customer-facing staff. You get a customer-oriented culture when everyone feels that they are part of the customer's experience.
How is your customer experience measured in retail?
Quicksearch helps you document the customer's (or for that matter the employee's) journey, which allows you to identify where and when to ensure the experience with feedback.
Here are some examples of ongoing customer research:
- After all sales meetings
- After all offers (win/loss)
- Every new customer
- Every completed project
- Every delivery
- Every support call
- After every customer service case
- After termination of subscription (exit)
What do I get as a customer?
- We help you develop a process for your customer feedback.
- Key figures (e.g. NPS - Net Promoter Score gives NKI - Satisfied Customer Index) that easily give you an answer to how satisfied your customer is.
- Possibility to combine customer survey with employee survey to get a holistic perspective.
- Support in analysis to gain insight.
- The ability to analyze in detail everything from background variables and segments to time periods.
- Possibility to compare with other companies and industries, so-called benchmark.
- Quicksearch software gives you the right tools to drive improvement work forward.
- Integration with MA, CRM, loyalty programs, etc
- Customer feedback that reaches everyone; for example other customers via rating, screens, intranet and weekly meetings.
Capture expectations & capture where things went wrong
In this white paper, you get an overall and general checklist of the most important points to consider when creating a solution for continuously listening to customers through customer surveys.
Contact one of our specialists for more information
Tanja Kofler
Consultant, Project Manager
Mobile: +46 (0)73-939 59 33
Telephone: +46 (0)8-410 717 30
Email me:
firstname.lastname@quicksearch.se
Annika Erhardsson
Business developer/Customer Experience specialist
Phone: +46(0)73-597 75 97
Email me:
firstname.lastname@quicksearch.se
Annie Stenehav
Consultant, Project Manager
Mobile: +46 (0)704 10 92 51
Phone: +46(0)35-10 03 30
Email me:
firstname.lastname@quicksearch.se
William Gustafsson
Business developer
Mobile: +46 (0)708 23 42 24
Telephone: +46 (0)35 10 03 30
Email me:
firstname.lastname@quicksearch.se
Give us a call!
We are here to answer questions, guide you and give you the right basis for making decisions.
More smart options to optimize your customer survey
Optimize your customer surveys and increase profitability with the help of our smart options. With small funds and at a low cost, you can e.g.; get the help of your ambassadors to market your company, increase the engagement of your employees and customers, and automate your everyday life. Take a look at our smart options.
Collaborative partners
Partner
Integration platform
In the OurBoxes service from Addimotion, all customer deliveries are collected regardless of where and with whom you send the goods.
Customers receive more relevant communication and thus a better customer experience from order, via warehouse, all the way to the door or agent and delivery.
Partner
Tools customer service
Kundo is a cloud service designed to make customer service simple, accessible and value-creating for both companies and customers. Customer service is important, and we know that it can seem like a difficult task to deliver really good customer service in several channels, at the same time.