Updated 11/25: The following blog is adapted from Bizrate Insights’ past library of white papers and guides that we’ve made publicly available. Enjoy!

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Infuse these four tactics into your customer experience strategy, and you’ll set your team and your business up to win and retain loyal customers by providing the service levels they want.

4 Tactics to Win and Retain Loyal Customers

Understand and connect with them

Google Analytics can’t provide you with customer sentiment and attitudinal data, but a Voice of Customer Solution can.

Collect Voice of Customer feedback at these critical touch points along the customer journey and you’ll have a new understanding of your customers’ wants and needs.

With an in-depth understanding of your customer experience, you’ll be able to think like your customers. If you can think like them, you can make enhancements that have a real impact on ROI.

Build consumer confidence via ratings and reviews

With the right provider, the ratings and reviews that you collect can be syndicated across a number of search engines, including Google, Bing, Yahoo, and more.

77% of  shoppers are equally likely or more likely to complete a survey about their experience than they were 2 years ago

By ensuring you have a steady stream of online reviews strategically located in
different places on the web, you’re helping your customers through the decisionmaking process, and driving your conversion rates up.

How do you make these online reviews work for you?

  • Work with a trusted provider to syndicate reviews to Google, Yahoo, & Bing
  • Include them across your website footer
  • Sprinkle them in your social media posts
  • Highlight them in email retargeting

Eliminate pain by removing roadblocks in the path to purchase

You’ve spent so much time and money acquiring your customers, and losing them during the conversion stage is just plain frustrating, not to mention unnecessary.

So how can you uncover issues in the final state of your conversion process?

Analyze the trends in your Voice of Customer data to fix the issues with customer desktop and mobile shopping at checkout. Our research shows that these 3 areas cause the most pain to customers:

  • The checkout process isn’t streamlined
  • Too many steps impede progress
  • Missing payment options that best meet their needs (think digital wallets)

Anticipate their needs

78% of U.S. online shoppers want to seamlessly move between customer service channels, such as chat and phone, without having to repeat their question each time

While you can’t anticipate every customer need, nor should you try to, regularly collecting customer service feedback at post-purchase and post-delivery helps uncover the hidden obstacles to an optimal customer experience.

Anticipate their needs, and you’re on your way to providing the seamless omnichannel experience customers crave.

Bonus: Provide them with value in exchange for feedback

Everyone likes to be rewarded. Our research and testing show that offering your customers the right incentive at the right moment in exchange for their valuable time completing a survey significantly increases completion rates.

When you provide your customers with an incentive, they feel valued and are more likely to provide you with unbiased and relevant reviews.

The concepts are simple, but the execution isn’t easy.
Let one of our VOC experts help you get started.

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