Use Customer Feedback to Boost your Revenue

Use Customer Feedback to Boost your Revenue

Build Loyalty and Positively Impact ROI through Customer Feedback 

With half of humanity now on lockdown, the way businesses and consumers communicate is through digital channels. With this said, it makes sense that Customer Experience in digital channels is growing faster than ever, so it’s time to listen carefully and gather customer feedback.  

The sudden increase in Internet use will come with an increase in online transactions. According to a study that GlobalWebIndex conducted, smartphone usage is up significantly in coherence with the rise in internet use. 

“ 70% globally say they are spending more time on their smartphone, climbing above 80% for Gen Z.” 

GlobalWebIndex

What does this mean for your business? An opportunity. It is essential that your mobile and web presence run as smoothly as possible, to satisfy your existing customers and engage new ones, and here customer feedback will play a huge role. 

Unlock Business Growth using Customer Feedback

Recently, Hubspot conducted a webinar: Learning from Your Customers to Unlock Business Growth,  in which different ways of approaching your customers in these times came up. 

As a highlight, they mentioned AI analysis tools as key for businesses. A quoted study assures that 51% of companies already use some form of machine learning, and another 25% plan to adopt it in the next couple of years.  That is why OPINATOR reiterates the importance of analyzing and acting real-time on what your current customers are experiencing, 

“Globally, people are most in favor of brands responding to the outbreak by providing flexible payment terms (83%), offering free services (81%) and closing non-essential stores (79%).“

GlobalWebIndex

There is a power that comes with Customer Feedback. Use it to YOUR advantage. OPINATOR combines a real-time Text Analytics system -which processes and analyzes textual material, such as real opinions from free-text qualifiers- with real-time decisioning and actionable insights that you can monitor on powerful Dashboards. The main objective is to obtain certain behavioral patterns that will help you transform that relevant information into optimization, improvements, and revenue. 

Additionally, and even more important, is that OPINATOR enables you to INSTANTLY drive revenue from Customer Feedback, transforming an interaction (everything happening in real-time) into a cross-sell, upsell or referral opportunity. To mention a practical example: if one of your customers just responded one of your surveys with a 10 in the NPS scale, as soon as the opinion is sent, they could get showed complementary products, or offer them a discount for sharing their opinion with their network.

Seek for Windows of Opportunity to Engage by Using Customers Feedback during Difficult Times.

Living through a pandemic leaves no space for humankind but to adapt, and change in the technological era we live in today happens in a quick and deliberate manner. Oftentimes, there is not enough time to react to these situations how you would like to, therefore it is useful to learn from those who have been one step ahead of us, China.

We can analyze and see how they have been responding to COVID19 and maybe save some unnecessary steps they´ve taken in order to enter this economic rebound as strong and strategically as possible. According to a Harvard Business Review Article: How Chinese Companies Have Responded to Coronavirus, “some of the fastest-recovering companies proactively looked ahead and anticipated such shifts”.  

A perfect business example to reiterate this would be a cosmetics company, Lin Qingxuan. Its gross sales used to come from physical stores, but during the toughest times, they were obligated to close them, so they had to fastly redeploy sales efforts to digital channels, and here is where Customer Feedback took a major role. 

They achieved a 200% growth compared to their prior year’s sales. How you may ask? They improved their digital experience. Employees from their stores became advocates for beauty influencing online, and carefully listened and collected Customer Feedback. 

They learned how to engage with their customers virtually to continue their sales. Lin Qingzuan gave a voice to their customers to provide them with what they wanted. They brought the human touch to digital interactions, and that is what kept their old customers engaged as well as gained new ones during the process.

Wrapping it all up

It is the perfect time to innovate and to truly understand what your customer needs are during these uncertain times, and you can do it by taking advantage of collecting real-time data and acting on feedback.

Find opportunities to create a unique experience that leaves a WOW impression on your customers. The main takeaway from this short article is that customers need to be heard now more than ever, and you can empower them to do so. Start generating value from Customer Feedback with OPINATOR!

Adiós encuestas aburridas e inefectivas ¡Hola OPIs! (Parte II)

Adiós encuestas aburridas e inefectivas ¡Hola OPIs! (Parte II)

Medir una experiencia debe ser una experiencia en sí misma, ¡entrégala con OPIS!

Medir una experiencia debe ser una experiencia en sí misma. Es por eso que en OPINATOR te ofrecemos un concepto diferente de interacciones, los OPIs, que reemplazan a las encuestas y formularios anticuados, aburridos e ineficaces. 

Los OPIs tienen relevancia para tus clientes ya que se adaptan al proceso o acción que se está ejecutando en el momento. Además, provocan emociones y atraen por su diseño, sencillez y agilidad. Y es que cuanto más concreta y contextual sea una interacción, más relevancia tendrá para el usuario. Estas “encuestas” que implementan un diseño atractivo (OPIs) te ayudan a aumentar tus tasas e índices de respuesta hasta diez veces más de lo que usualmente puedes conseguir al utilizar encuestas convencionales.

Los OPIs son más que un gran diseño

Pero el estilo no es lo único que ayuda a captar el interés de tus clientes. Hay otros factores que mejoran su experiencia y los motivan a responder las encuestas que envías: 

Seguridad, ya que la encuesta está integrada en la web o app de tu empresa, integrando su identidad corporativa, por lo que tus clientes no las perciben como un factor externo, sino como una oportunidad de interacción y de ser escuchados por la compañía..

Pertinencia y relevancia, pues los formularios solo se muestran tras una acción relevante o específica. Por ejemplo, si uno de tus clientes está abandonando o finalizando un proceso en tu website o app, un OPI podría aparecer para pedirles que califiquen la experiencia o preguntarles por qué han decidido no continuarlo, dependiendo por supuesto del caso particular.

Intuición y universalidad, ya que los OPIs pueden ser fácilmente comprendidos por cualquier persona. Su sencillez se complementa además con una interfaz visualmente atractiva, que incorpora por completo el branding de tu empresa.

Sencillez, porque una vez dentro de la encuesta, tus clientes podrán entender de inmediato qué se les está preguntando, y el botón de finalización para enviar su opinión está siempre a la vista, o incluso se hace de forma automática, dependiendo de los objetivos que quieras alcanzar: captación de la Voz del Cliente, generación de leads, gestión de experiencia a través de cualquier canal digital, medición de NPS, entre otros.

Tip! 

Además de tener en cuenta los factores mencionados anteiormente, te recomendamos que las encuestas no superen la cantidad de 5 o 6 preguntas, salvo en ocasiones excepcionales. Una encuesta con pocas preguntas garantiza que puedas interactuar efectivamente con tus clientes.

En caso de requerir una encuesta de mayor extensión, OPINATOR pone a tu disposición un mecanismo de formularios por módulos. Estos se comprenden de diferentes encuestas enlazadas, que permiten conocer o profundizar en la opinión de tus clientes respecto a diferentes temas. 

Cuando tus clientes reciban este tipo de encuesta, podrán progresar módulo a módulo, y si tuviesen que abandonar el proceso por algún motivo, la próxima vez que el formulario se active podrán continuarlo desde el último módulo contestado, sin obligarles a comenzar desde cero.

Los OPIs pueden integrarse en todos tus canales digitales

Otro aspecto a tomar en cuenta es la forma en que necesitas mostrar tus encuestas, o la manera en que necesitas integrarlas en tus diferentes canales digitales. Es muy importante planificar con anticipación aquellos touchpoints en donde requieres que un OPI sea mostrado.

El uso de lightboxes resulta una de las mejores formas de integrar formularios tanto en webs como en apps. Esto te permite aprovechar el espacio disponible de la pantalla y tiene la ventaja de se muestran a tus clientes en la misma página en donde se encontraban, sin redirecciones o pop ups. Los OPIs cuentan con sistema responsive, lo cual permite adaptarse al tamaño de todos los dispositvos. Sin embargo, existen otras posibilidades, como la activación a través de iFrames.

Los OPIs pueden también integrarse al final de tu website, en una URL o enviarse a través de SMS. Una campaña puede incluirse también a través de envíos automáticos por email o estar presente de forma native dentro de la app para móvil de tu empresa, ¡así como también utilizarlas en WhatsApp! 

Di adiós a las encuestas aburridas e inefectivas y ¡hola a los OPIs!

Customer Experience Management & CX Programs in Times of Crisis: Now More Important Than Ever

Customer Experience Management & CX Programs in Times of Crisis: Now More Important Than Ever

It is Key to Boost your CX Programs in Face of the COVID-19

Should I continue to implement CX programs in my company due to what the world is facing today? This is a valid question, and the answer is YES

The crisis caused by the Coronavirus is shaping how businesses and consumers are keeping in contact. Most communications have switched to digital channels, which explains why Internet use has increased considerably worldwide. The Guardian reported that, as of March 18, there was a 50% increase in internet use in the UK, where the effects of the virus are just beginning to affect the British.   

If consumers are using digital channels more than ever, and projections indicate that internet traffic will continue to rise, it is time to act. We should take a moment to think about how to take advantage of the situation and see the gaining aspects of it. 

For nearly a decade, OPINATOR has been helping companies around the globe to generate, manage, and monetize engaging and smart digital interactions (e.g. surveys) to drive value from Customer Experience Management, and this is now more important than ever.     

 

An Increase in Digitalization Equals the Potentiation of CX programs 

If your clients depend solely on digital channels, it makes sense to keep listening and continue running your CX programs, and even developing new ones to measure the impact that the situation is having on the experience that your customers are having. 

For example, Netflix, the streaming entertainment giant, has experienced a temporary outage during the first days of quarantine in Spain.

It would be interesting to know what the experience of its users was like during this period of time. Has the service declined? Would they unsubscribe? Is competition offering better stability? Does the offer of services adjust to the current need of the consumer? These are questions that all companies should ask themselves in these circumstances, regardless of the industry

Now, more than ever, companies must focus in offering an excellent digital experience, so it is important to have an effective CX program that can give you insightful data to know how to act. 

 

Analyze And Act In Real-Time 

Think about this, if the Customer Experience you offer to your consumers is exceptional during this situation, it will set a precedent and strengthen the image they have of your brand. You must be agile and implement changes as situations present themselves, contrary to the idea that leads the world to think of “stopping everything”. This could be a great occasion to increase your NPS, or collect the Voice of the Customer by bulks. 

During isolation, people will appreciate your closeness and to know that you take them into account. Likewise, it is probable that there is a greater willingness to give feedback, so you could experience an increase in your response rates.

Your CX Programs, In Good Hands

At OPINATOR, we are at your service to offer our expertise in Customer Experience management and maximize your CX programs and efforts. 

Since the beginning of this situation, we have advised companies on how to handle their CX programs, as we put into action our advice of not to stop but to move forward. We are focused on our clients being successful and support them in every way we can. 

We will continue with a positive attitude during these difficult times, and we’ll keep on providing valuable content in order to obtain beneficial results, by helping you to deliver unforgettable experiences to your clients.

The OPINATOR team.

Customer Experience Management & CX Programs in Times of Crisis: Now More Important Than Ever

Gestión de la Experiencia del Cliente y programas de CX en tiempo de crisis: Más importante que nunca

Impulsar tus programas de CX ante el cambio generado por el COVID-19 es clave para tu negocio

Puede que durante esta situación tan particular que el mundo está atravesando, te haya surgido una duda: ¿debo continuar implementando los programas de CX en mi empresa?

Sí, y no solo continuarlos. La crisis generada por el Coronavirus ha volcado a empresas y consumidores por igual a encontrar otras formas de seguir conectados. Esto ha hecho que el uso de internet se haya incrementado considerablemente a nivel mundial. The Guardian reportaba al 18 de marzo un incremento de 50% en el uso de internet en el Reino Unido, que apenas comienza a sentir los efectos del virus.

Si los consumidores están utilizando más que nunca los canales digitales, y las proyecciones indican que el tráfico seguirá aumentando, es momento de actuar. Debemos parar un momento y considerar cómo aprovechar la situación y ver el lado positivo. Mirar hacia adelante y pensar en cómo conectar con nuestros clientes, ahora que la presencialidad ha quedado relegada a un segundo plano, por lo que la comunicación digital es más importante que nunca.

Incremento de uso digital, potenciamiento de programas de CX

Si tus clientes dependen únicamente del canal digital, tiene sentido potenciar todos los programas de CX que se encuentren activos, e incluso, plantear el desarrollo de algunos nuevos para medir el impacto que la situación está teniendo sobre la experiencia, que están teniendo a través de ellos.

Por ejemplo, Netflix, el gigante del entretenimiento por streaming, ha experimentado una caída temporal de su servicio durante los primeros días de cuarentena generalizada en España.

Sería interesante, entonces, saber cómo está siendo la experiencia de sus usuarios durante este período de tiempo. ¿Ha decaído el servicio? ¿Podrían darse de baja? ¿Está la competencia ofreciendo mejor estabilidad? ¿La oferta de servicios de ajusta a la necesidad actual del consumidor? Son preguntas que se deben hacer todas las empresas en estas circunstancias, sin importar el sector.

Las empresas deben enfocarse en ofrecer una excelente experiencia digital, por lo cual es importante contar con programas de CX que midan el pulso de manera adecuada ante esta situación.

Analizar y actuar en tiempo real

Si la Experiencia del Cliente que ofrecemos a nuestros consumidores es excepcional durante esta situación, sentará precedente y fortalecerá la imagen que tienen sobre nuestra marca. Debemos ser ágiles e implementar cambios de ser necesario, muy al contrario de la idea que lleva a pensar en “pararlo todo”. Esta podría ser una gran ocasión para levantar nuestro NPS, o recoger de forma masiva la Voz del Cliente.

Durante el aislamiento, las personas agradecerán nuestra cercanía y saber que les tomamos en cuenta. Así mismo es probable que exista una mayor disposición a dar feedback, por lo que podríamos experimentar un incremento en nuestros ratios de respuesta.

Tus programas de CX en buenas manos

En OPINATOR estamos a tu disposición para ofrecerte toda nuestra experiencia en la Gestión de
la Experiencia del Cliente y así maximizar el retorno de tus programas de CX.

Desde comienzos de esta situación extraordinaria, hemos asesorado a las empresas con sus programas de CX, y predicamos con el ejemplo de no parar, sino de potenciar. Estamos enfocados en el éxito de nuestros clientes y en ser un apoyo hoy y siempre.

Seguimos adelante con mucho ánimo en estos momentos difíciles y continuaremos aportándoos contenidos de valor para ayudaros a escuchar mejor a vuestros clientes y generar experiencias inolvidables.

¡ADELANTE!

El equipo OPINATOR.

Say Goodbye To Boring Surveys And Hello To OPIs! (Part 2)

Say Goodbye To Boring Surveys And Hello To OPIs! (Part 2)

Measuring an Experience Should be an Experience Itself – Deliver it with OPIs

Measuring an experience should be an experience itself. This is why OPINATOR bases the concept of interactions on what we call OPIs, multimedia forms for generating engaging interactive content that you can use to replace old, boring, and ineffective surveys and forms. 

OPIs are given relevance depending on the process or the action that is being executed at that time. Its attractiveness generates engagement and gives the idea that the survey will take a little time to complete. The more concrete and contextual the interaction, the more relevance it will have for your customers. 

Surveys with an attractive design (OPIs), boost response rates up to ten times than conventional survey designs. 

 

OPIs are more than a Great Design

A great design isn’t the only thing that helps to capture the interest of customers. There are other factors that enhance “that good experience”, and motivates your clients to respond:

• Safety, as OPIs appear on the usual web page or app.  Clients won’t feel as if they have been interrupted by an external, but rather connecting with your company. 

Relevance, as surveys are prompted after relevant or specific actions. E.g., if your customer is abandoning or ending a process through your webpage or app, an OPI could pop up to ask them how was their experience or why they left the process unfinished.

• Intuitive & Appealing, so that OPIs are easily understood even by non-expert digital users. A seamless workflow and an appealing interface completely based on your company’s branding.

Simplicity, because as soon as your customers are inside the form, they understand what is being asked, and the submission button is always visible or submission is automatic after the user’s selection, depending on what’s needed on each form. 

 

Tip!

As OPINATOR takes into consideration all of these factors, we also recommend that with a few exceptions, surveys should have just a few questions, -no more than 5 or 6- with the purpose of keeping clients engaged.

In case a long survey is needed OPINATOR suggests module survey mechanisms. Module surveys of three or four linked questions are designed to find out the specific opinion of a customer on various topics.

A customer receives the survey and progresses module by module. If they were to leave the survey unfinished, the next time they are prompted they will continue from where they left. 

 

OPIs Can Be Integrated into Every Digital Channel

An aspect to take into consideration the way you need surveys or forms to be displayed or integrated. It is important to plan ahead touchpoints where an OPI needs to be launched.

The use of lightboxes would be best for integration on websites and web apps. Lightboxes allow you to have a comfortable view of the main display and take full advantage of the screen. OPIs guarantee you the best adaptation to fit each device properly, implementing responsive design. Another option available is using an iFrame, but it is less efficient and may involve some size restrictions.

OPIs can be also integrated at the end of a webpage, inside a clickable URL or sent through SMS. A campaign could include them over email submissions or a native integration inside mobile apps could be implemented as well as its use through Whatsapp! 

Say goodbye to boring surveys and hi to cool OPIs!