So you have embarked on the Customer Experience journey, you have the processes in place to capture the voice of the customer. But what do you do next, with all this data? How do you act upon it? Do you share the results with your feedback givers?
The simple answer is YES. You have asked for feedback, you now have to demonstrate back to your customers why their feedback matters and what you are going to continue with and what you are looking to make improvements in. Providing the results, shows that you care about feedback and by giving feedback you will make impactful changes. Thus Customers will keep on giving the feedback that drives your business.
So starts the Customer Experience Circle of life with the Customer at the heart of everything. Sharing your results embeds your customer in the future decisions and improvements that you will make as an organisation.
So how does HappyOrNot make it easy to share the results?
As you can expect, HappyOrNot makes it easy!
- Live Sharing – Enables you to share your results in real time on a screen at your venue. You can choose whether the results are a shown for the day, week or month. See https://sharing.happy-or-not.com/v1/permalink/6276b14f-d1ad-4bcc-9220-25dcf09f6341
- Sharing your results after the feedback was given – It is easy to share via the kiosk, once a feedback is given you can share your results on the screen, so the customer gets immediate feedback on how their experience compared to others.
- Sharing on Social Media – HappyOrNot makes it easy for you to share your results via Social Media platform. Every daily, weekly or monthly emailed report includes the built in links to make sharing easy on LinkedIn, Facebook, Twitter and also with the ability to print to create your own posters.
And then you can get creative, check out these great customer examples
The Citadel Dining Services (South Caroline, US) by Sodexo has a nice way to reward their diners for providing their HappyOrNot feedback every time they visit:
* by listening,
* by acting upon their requests and
* by communicating about their actions!
Such a cool and convenient way to communicate, cooperate and co-create continuously nicer dining experiences with customers!
The pics are from The Citadel’s FB page and just a few examples (click & swipe left to browse) of multiple adjustments based on HappyOrNot feedbacks from only one week.https://www.facebook.com/citadeldiningservices/posts/pfbid0EkhiKy9jJyiRrzHCSdFR1UEYB4KrePnkMcqgW1sUGWqMVZ7DkD8rqUcRvwPnhFCMl
A visit to Verkkokauppa.com Oyj and you will see a great example of how to utilize store digital signage to share the results of store’s real-time HappyOrNot terminals to the customers.
Every now again we see our customers locally posting their great result via the social channels.