Things have changed, your customers want more…
With hundreds of options for anything they desire, all at their fingertips, your customers have more power than ever before. They need, and expect, more. Isn’t it time you started delivering it?
If not now, when?
The world moves quickly and it won’t stick to your time frames. Your opening hours and annual surveys are no longer enough. While some customers will simply walk away, others are screaming for more. Real time feedback means that you can run at the same pace as your customers and not be left behind by yesterday’s systems.
It’s time to act
Some claim that true customer loyalty is dead, but the numbers speak for themselves. Customers want to be listened to, to be saved, and to be loyal. Most importantly of all in this world of increasing technology, customers want to tell you how you made them feel in their own words, not just give a score. We’re capturing the good, the bad, and everything in between. Surveys filter out emotion, but the future lies in harnessing it. Extract the sentiment from interactions and you have a tailor-made, authentic, and future-proof CX strategy.
If you can find a Ranter, their repurchase probability can change from 32% to 89% just by acknowledging and recovering the situation.
Advocates spend 3x more than any other group and are responsible for influencing up to 50% of new customers as word-of-mouth champions.
Welcome to the Future
We’re Sick of Surveys
The problem with them is simple: They’re designed for the company not the customer. Surveys are just a nod in the direction of customer experience. They’re style without the substance (or the results). Remember this — surveys can be dressed up in endless different ways, but they’ll always have the same outcome. Real insight sits with every corner of your customer base, especially those who don’t have time to answer endless questions. Surveys are soulless, response rates are low, and experiences are squeezed into a tick box. We’ve had enough. We’re standing up to surveys and bringing back emotion.
The Digital Rave(olution)
Customers no longer rely solely on SMS, telephone, and email as a way of connecting with a brand. So, why should sharing their feedback be any different? Businesses are increasingly seeing the value in social channels to really connect with their customers. We put feedback in the customers’ world, allowing their communication with you to be as seamless as any other aspect of their lives. Whether it’s live chat, instant messaging, apps, or Alexa, we’ve got it covered.
Knowledge Is Power
There’s no doubt your customers are in charge, so keep them informed proactively. Today’s world is fast, but we can be faster. From reduced inbound contact costs to a more seamless customer experience, the benefits are endless. Suddenly customers have their purchases, appointments, and orders fitting around their lives — not the other way around. To truly make the most of this, imagine continuing the conversation even after a transaction is complete. Customers are busy, so don’t just show that you’re listening, show you’re always changing and that they’re driving that change.
Rescuing Your Ranters
Imagine that you’re a customer who has left feedback about the lack of veggie options at your favorite restaurant. Not only are you thanked for your insight, but a month or so later, you are contacted to let you know that they heard you and they acted — with a voucher for their brand-new vegetarian menu. Not just you, but all of the customers who raised the same issue — that’s closing the loop at scale.
Linde saved 2M annually through improved customer retention
Orbit Housing reduced their customer churn by 80%
A one point increase in employee engagement creates a 0.4 increase in customer satisfaction
Homeserve noted a 40% reduction in repeat contact
Our clients see an average response rate of 30%
The most important factor in customer loyalty is reduction of customer effort
A Return on Emotion
Don’t be fooled, this isn’t the soft stuff. (Rave)olutionizing your customer experience strategy has a proven impact on your company as a whole. We’re not simply allowing you to connect to, and action your customers’ emotions, but to see a real return on them. Our many clients demonstrate how beneficial these systems are to businesses, and we know we can transform yours too.
8 SMS every second
60K recovery loops each month
35K insights per day
A Global Raveolution
Customers no longer rely solely on SMS, telephone, and email as a way of connecting with a brand. So, why should sharing their feedback be any different? Businesses are increasingly seeing the value in social channels to really connect with their customers. We put feedback in the customers’ world, allowing their communication with you to be as seamless as any other aspect of their lives. Whether it’s live chat or instant messaging, we’ve got it covered.