Updated 9/25: The following blog is adapted from Bizrate Insights’ past library of white papers and guides that we’ve made publicly available. Enjoy!

Checklist to CX Prioritization

During a time of constantly changing consumer needs and behaviors, it can be extremely difficult to consolidate and prioritize your CX efforts. Combine that with the fact there’s often pressure to make changes based on a response to competitor activity (rather than real customer insights) and you may be left wondering how you can ever meet your CX demands.

New technology and the evolving customer journey mean it’s essential to implement a system to capture customer reviews and ratings. This will help identify your shoppers’ priorities across every step of their path to purchase.

1. Understand the people who engage with your brand

Who are your customers? What do they want and what emotional connection do they have with your brand? Depending on target audiences, a seamless shopping experience can vary greatly across different demographics.

2. Launch a mechanism for shoppers and buyers to leave feedback.

Understand the roadblocks your customers are facing— what’s broken and what needs improvement. Ensure you have a mechanism for verified buyers to share their experience or explain why they might abandon your website before making a purchase. Collecting VOC feedback is crucial to identifying consumer pain points.

3. Review your current CX initiatives from an omnichannel perspective.

Now that you understand their needs, you can determine if the shopping experience delivers what your customers really want as they move between all of your brand’s touchpoints. Are you anticipating their next step?

Perhaps your consumers prefer to buy in person, but organize returns online. Do they like to ask their product questions via e-mail, online chat, or phone call? Gain insight into their behaviors.

Provide them with a seamless experience between your customer service channels.

4. Let your customers guide the next steps.

The comprehension of ratings and reviews guides customer-led enhancements that boost your organization’s growth. In one case study, once they implemented Bizrate Insights’ Online Buyer Survey, J&P Cycles improved their post-purchase likelihood-to-recommend score by 2.3%, to 9.4/10 YOY. By maintaining repeat customers and securing new shoppers, J&P Cycles was able to drive new business growth, powered by customer feedback.

6. Build your online reputation to help customers with purchase decisions

Build your Google ratings profile and customer reviews on your site and product pages to grow customer confidence in your brand. According to Pew Research Center, 50% of adults routinely check online reviews before making a purchase.

7. Implement a VOC listening tool

It’s easy to make assumptions about what the customer wants. However, it’s even easier to find out what they actually want by asking them directly. Connect with your shoppers and visitors using the Bizrate Insights Online Buyer Survey and Site Abandonment Survey, a comprehensive solution that provides a deep dive into how customers feel about each step of their shopping experience on your website.

To learn more, contact our team today!