customer satisfaction

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Ways to Collect Customer Feedback

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Customer feedback is one of the most useful tools for a brand to improve areas of dissatisfaction if there are any. Not only that, it can help you get to know your audience better and you can see what your brand is doing right too. It can strengthen your brand reputation as one who cares about its audience and sees them as more than just a paycheck. Here are a few of our top choices for collecting customer feedback.

1.     Surveys with incentives: these are a great tool and entice people to take them to receive something in return for their time.  

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Customer Lifecycle Management Strategies

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Every one of us goes on a journey when we decide to become a customer of a brand. Good brands understand that it is more than just getting a one-time deal closed and building lasting relationships with their audience. Customer lifecycle is the process of an individual becoming aware of a brand, purchasing from them, and sticking around for repeat business. Customer lifecycle management is all about managing this journey by tracking the stages, assigning metrics, and measuring the successes of those metrics. There are several stages of the customer lifecycle: 1. Reach 2. Acquisition 3. Conversion 4. Retention 5. Loyalty. Analysis of each stage is pivotal to managing each customer’s journey.

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Why Customer Reviews Matter

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87% of people read reviews when considering a purchase and 79% trust them as much as they would a personal recommendation (Forbes). As we know here at Locomotive, people trust real people when it comes to advertisements and brand recommendations. It’s part of the reason we truly believe in what our company does. But do customer reviews actually correlate to increase or decreased revenue? Do the reviews actually impact the business coming in?

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The Importance of Customer Satisfaction

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Statistics show that 59% of customers will leave a company after several poor experiences and 17% after just one according to PwC. I know I have done this and you’re probably saying to yourself right now that you have too. The top reasons for customer dissatisfaction are quality issues, pricing problems, poor customer service, failure to meet implied expectations and usability complications. Don’t be that person. Listen to your customer’s wants and needs.

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