A lot of businesses today have not yet acknowledged that customer experience in the digital era is beyond just providing quality service or product. It is all about whether customers show their satisfaction or dissatisfaction publicly through the use of social media.
With incredible convenience – just a few clicks actually, they can set out to influence millions of potential customers from across the globe. Since the digital era has given us new analytical tools and metrics, it is important that businesses use these tools accordingly to measure customer satisfaction.
Ensuring positive customer experience is downright challenging. Everything around us is rapidly changing and if we don’t go along with these changes – we would terribly lag behind competition.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
How does customer experience control the growth of businesses today?
Social media is the fastest form of interaction. Customers talk – and when they do, they have a point – only this time they do it on free platforms like Facebook and Twitter, collectively known as social media.
Active monitoring of these channels allow you to learn about customers’ experiences with your brand and recognize whether the points the customers are making are actionable insights.
Irreparable damage may result from lack of acknowledgement. Customers want to be acknowledged – especially when they have problems, issues or complaints about a certain brand. When these complaints are not acknowledged, they could easily go out the door without turning back ever again.
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