Are you utilising customer insights effectively to build your CX strategies?

To improve on your CX strategies, it's crucial to turn customer feedback into actionable insights. Here's how to make sure it counts:-

• Categorize feedback for targeted improvements. Sort comments by theme to identify patterns and prioritize actions.
• Close the loop with customers. Respond to feedback, explaining how it will inform changes.
• Measure the impact of changes. Track metrics before and after implementing feedback to gauge success.
• Democratize findings and the next steps across teams & the organisation

Customer feedback is critical to understand where we stand & what needs to be done as next steps. Actionable insights is to share who is responsible for what?

What do the RCAs point to?

How can we make the customer's life simpler?

How do we ensure they put in minimum effort in terms of search, time costs and availability of information?

How can the experience be satisfying, rather than evoke feelings of frustrations, disbelief, unhappiness?

I sort feedback by the segmentation we have done internally basis the CLTV (Customer LifeTime Value).

We then use predictive analysis to identify what was truly important from the lens of customer i.e. outside in view. A much better approach over stated importance, where he/ she selects all as very important. Then I use effectively the close looping concept with the help of ticketing system having targeted those who gave us a rating of 0- 3 on the 11 point scale.

We first empower the staff with actual verbatim from feedback & the resolution to provide during close-looping over a call/ email. A second feedback mechanism is triggered to see if the resolution, was indeed as per their satisfaction & if we got it right, the first time.

This is a continuous improvement tool with Measure, Act, Improve philosophy- the strategy part ensures its long-term & not a quick fix tactics.

To know more, DM me & we can have a chat...