The importance of customer experience
Creating positive customer experience is usually the main focus of 68% of marketers. However, in our new reality today, this has become one of the key issues – when it is not business as usual, there are more communities coming together and word of mouth travels much faster.
With people around the world stuck at home and doing a lot more shopping online, it might be more challenging for some brands to deliver a positive experience.
We all know that satisfied customers are more likely to stay loyal to your brand. But let’s face it, it is hard to please every single one of your customers. Sometimes, negative feedback is unavoidable. So how can businesses retain those unsatisfied customers, preventing them from turning into your brand rejecters, and also what to do when they have become one of the rejecters?
A study shows that 95% of people who had a bad experience are willing to give the brand another chance, given that their previous issue has been dealt with correctly. Here, excellent and responsive customer service plays a crucial role.
The bigger challenge is to handle those who become your brand rejecters. The key here is to pinpoint which part of the purchase journey they are unsatisfied with and when the start to reject the brand. It is also important to further classify the rejecters into 3 categories: soft, medium, and strong rejecters. That way, you will be able to tailor the best strategy for moving forward.
How can we help?
ADK INSIGHTS combines both qualitative exploration of the rational and emotional factors surrounding the COVID-19 period, and quantitative scale, including full global SNS coverage, to validate consumers’ ideas, habits and wishes.
We can also help evaluate your customer purchase journey and adapt it to the current situation, where customer behaviors will most likely change, and help you dig deeper into your brand rejecters’ mindset – helping you tailor the best strategy moving forward in the post-pandemic environment.
To find out more what our dialogue with consumers could mean for your business, please contact Nimrod.