When you think about measuring customer experience and satisfaction, three questions immediately come to mind, “what do I ask my customers”, “when do I ask”, and “how do I present my questions”.
Let’s talk about these separately…
A recent research by Marketing Technology Insights delves into why customers are motivated to submit reviews. It has a lot of numbers as the research slices the customer responses in many directions. For me, a big takeaway was how large the “benevolent factor” shows up in driving consumer advocacy, that is providing feedback, not because […]
Today I witnessed a rather interesting situation at a local supermarket. The checkout line happened to be long, and while waiting, a customer went to grab a cup of coffee from a nearby vending machine. He inserts the bill, selects the beverage, and … nothing happens. He tries it again – the same result.
A quick back and forth with the store staff member boils down to the fact that they are not responsible…
Last week we met with one of the AirVote clients. A regular status call we try to have with all our clients. See how the system is working for them and how we can make it more useful to their business.
This particular client runs a large state-wide portable restroom business. A good part of their units now carry AirVote QR smileys. It was fascinating to..
QR code popularity soars as a simple, non-contact method to gather feedback wherever the customers are. Do you know that it is simpler than you think to get this for your business? Here are the steps to create a customer survey and point a QR code to it. Quickly put something out there and see if it works for your business:
1. Setup a Google form with your question and survey
Today I was reminded about how important (and how difficult) it is to get timely and honest customer feedback.
There is a coffee shop close to our house. My wife and I have made it a weekend tradition to take a 15-minute walk with our dog Rocky, grab our usual small drip coffee with a little ice, and sometimes share a bagel.
Google is the second most popular destination for product searches after Amazon. No surprise that a high number of positive reviews is a coveted advantage setting a business apart from the competition.
Based on the Sidecar Discover research, the products with a four or five-star rating enjoy 94% of online purchases.
Three simple things a business can do to increase the Google reviews:
One of our clients reported that their customer feedback seems to be coming from the wrong location.
As we went to the client site and checked, we found out that the client intended to ask the same question at different locations at their site. When installing the signs, their team inadvertently swapped some locations. As a result, the customer feedback at location A was registered by the AirVote system as the location B and visa versa. A mistake is easy to make: the question is the same, all QR codes look the same, and the small ID number in the corner of the AirVote poster is not easy to track.
2020 became the year of QR codes – both businesses and consumers adopted QR codes to make payments, show product details, enable rewards or discounts, and share information.
QR codes pop up everywhere: posters in stores, online menu at restaurants, etc. Some companies like we at AirVote, make it the core of its whole service of helping businesses to collect customer feedback by QR code scans. But really, how practical is it to expect customers to know how to scan a QR code, especially doing it “on-the-go”?
A successful business knows their customers. Reviews in social channels largely represent 2% of extremes (very happy or very frustrated)
The goal is to get as much feedback from all customers, not the extremes
How do you do it? By asking the right question at the right time using the right method.