Hoe je met de juiste feedback tool klantfeedback omzet in een betere ervaring, online én op locatie

Have you made a customer happy? You can be sure they will spend more money with your organization and return more often for repeat purchases. The positive experience of this customer was shaped by every possible interaction with the company and the brand, the employees, the services, products, deliveries, support, and communication. Whether this happens online or in person, it always impacts the overall customer experience and, consequently, your business.

Measuring satisfaction allows you to apply improvements at every touchpoint. FourSmileys’ feedback tools provide a way to collect maximum in-the-moment customer feedback. But collecting feedback alone isn’t enough. You also need to understand where it’s coming from and then take action. This enables you to improve customer satisfaction, which in turn helps increase revenue. Get ready for returning customers who will keep coming back!

But how do you convert the data you receive through a feedback tool into a better customer experience, both online and on-site? Here are 4 tips.

1. Collect as much data as possible with various feedback tools

Volume is important; in this case, quantity is the key to understanding the customer experience. The amount of data you collect needs to be statistically significant. It should also cover all touchpoints, whether online or in physical stores.

Do you want to know what the customer experience was like at physical locations? What was the best part of their experience in your online store? How did the delivery go? How did the customer feel about the handling of complaints? Did your website provide sufficient information about your products and services, or stock availability? All these aspects influence the overall customer experience. A good feedback tool helps you collect and analyze this data.

FourSmileys’ solutions allow you to answer every question. For example, use the Smiley Terminal at physical locations for the quickest response, deploy the Smiley Touch to find out the “why,” or send your customer an online survey with Smiley Digital.

Curious about our feedback tools? Check out all the products here.

2. Identify the pain points

It’s hard to make adjustments if you don’t fully understand what needs to be improved. The FourSmileys dashboard is designed to show you exactly when there are peaks and dips in customer or employee satisfaction. With these insights, you can identify the major pain points or determine where to allocate your resources for improvements. Do you want to detect recurring patterns in your digital and physical touchpoints? Or identify potential future issues by analyzing past data? The right feedback tool enables you to do all this and more.

By linking feedback from both physical and digital touchpoints in a single overview, you get a complete and comprehensive view. This allows you to immediately see where you need to start.

3. Collaborate and involve your entire team

Since the customer experience is built from every moment when customers or visitors interact with you and your brand, improving it is the responsibility of your entire organization. Even if the next interaction is pleasant, a previous bad experience can affect the overall impression.

This is why you need a way to easily share insights and involve your entire team in the journey towards a better customer experience, whether online or in-store. Encourage your employees to actively invite customers to use the various feedback tools. FourSmileys' system makes it easy to share in-the-moment feedback across the entire organization. From frontline staff to behind-the-scenes support functions, a good feedback tool ensures that everyone in the organization is involved.

4. Use data to make informed decisions

Unfortunately, we can’t be everywhere at once, and no one can change everything simultaneously. You need to make thoughtful decisions about where to focus your efforts first. Ensure that improvements remain focused on what is important.

Is your website the biggest obstacle because it doesn’t provide potential customers with enough information about your products and services? Or are you failing to deliver a smooth online experience? Perhaps the problem arises only after a purchase.

The way to make smart, strategic decisions is by working data-driven. You need to use your data in a way that helps you make quick and well-informed decisions. Use the data to uncover improvement areas, but rely on human intelligence to determine the best course of action.

FourSmileys is passionate about customer satisfaction and can help you make customer experience a priority in a simple and efficient way.

Want to know more about our feedback tools? Contact us today.