In the U.S. alone, the cost of poor customer experience rises to a staggering 1.6 trillion dollars from customers switching companies due to poor service. Loyalty really is built through good service – 96% of customers say customer service is important in their choice of loyalty to a brand.
And customer service is not only about turning customers into loyal ones or turning them away from your business. It is also about more cost-efficient business. Research from Deloitte shows that you can reduce service costs by 33% by offering a high-quality customer experience.
It’s safe to say that good service equals good business, and poor service leads to deteriorating business. So, why don’t all businesses focus more on good service?
Data can help
One of the reasons is simply not knowing what to improve. You might know that there is something wrong with the customer experience. Or you might suspect that your operations are not as effective as they could be, or that your resources are not always optimally assigned. You just don’t have enough data to back up decisions and change.
The solution? You need to listen to your customers’ emotions. It is all about how people feel, why they feel that way, and what that means for customers returning to your business.
Periodic customer surveys fail to give you enough data. Due to their periodic nature, they can’t give you the day-to-day pulse of how your customers feel about your products or services.
We have the cure
We offer you statistically relevant data and the ability to understand the reasons behind customers’ and visitors’ mood. This lets you focus your resources and action where it matters most.
Smiley Touch gives you lots of instant feedback, helps you understand why your customers are happy or not, and provides easy ways to share and collaborate on those insights and address issues in real time. You can choose to receive feedback with the Smiley buttons, or with contactless gestures or QR-codes. Up to 80% of customers leave follow-up responses with our frictionless way of doing follow-up questions.
For example, B2B wholesaler Johnstone Supply reduced unhappy customers by 25%, beating the industry average by 50%. Kevin Dier, Vice President of Business Development at Johnstone Supply explains: “Timeliness of the customer feedback is a key success factor for us. While we previously relied on phone calls to customers days or even weeks after their visit, HappyOrNot enables Johnstone Supply customers to share their feedback at the exact moment of their experience, making it more relevant and reliable.”
Let customer feedback work for you
Smiley Touch lets you do what is needed to make customer feedback work for you and your business – from setting targets to getting maximum real-time feedback and analyzing and sharing the insights to predict future performance and take preventive action. All this helps you improve your performance.
Manu Karppelin, Head of Product Management says: “Smiley Touch is our spearhead solution. Going forward in our roadmap is to provide more reach, depth, and use to HappyOrNot. Our upcoming features will help understand human emotions and action and deliver that insight to our customers in an actionable format.”
Smiley Touch is simply the best way to discover the reason behind emotions and gain relevant insights on customer experience. If you want to learn more, please visit our website or contact us for a demo.