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Your company conducts hundreds, if not thousands, of business transactions each day. While these interactions are key for receiving customer feedback, resolving customer issues, and growing your business, it can be easy to overlook the reality that your customers are real people with concerns, feelings, and opinions who want to be heard. Like you, they have unique opinions and experiences that can have a profound impact on your company – if you take time to actively listen to them.
In today’s world, there are more opportunities than ever to give your customers the respect and experience they want. By understanding how to better listen to your customers, you can improve the overall customer experience and boost satisfaction rates. Here are a few powerful ways you can use listening to determine customer touchpoints and provide the best customer service possible.
Active listening refers to the way you obtain actionable data and provide customers with a feedback process that’s more engaging and positive. To teach your employees active listening, they must first learn how to give 100% of their attention on the customer throughout the duration of the call or interaction while also paying attention to details like tone, word usage, and voice volume. To help ensure they are understanding customers, train your employees to repeat or paraphrase what their customer told them. This is a good practice for everyone to get into the habit of doing.
Social listening refers to the utilization of popular online reviews and social sites to tap into social stories and experience data from voice, online, and other sources. By mastering social listening and response, pay attention to the valuable takeaways offered by each and every conversation on your social listening feed to gain a broader understanding of how customers feel about your brand and the customer experience your company has to offer.
Voice feedback refers to a combination of innovative technologies to help you gain valuable insights from customers’ comments gathered from surveys and service calls. By understanding the feedback offered by customers through verbal communication, you can implement more informed business decisions and develop customer service initiatives that hit each and every customer touchpoint as they interact with your company and products.
With video feedback, you can give customers the ability to offer comments via video message on their mobile device, tablets, or desktop. By being able to see and hear your customers, you can better understand what matters most to them and develop business strategies to cater to their wants and needs. With video feedback, you can keep an eye out for critical vocal and body language cues which can provide you with a lot more information than you might otherwise gained through verbal or written feedback.