You know the value of customer experience to your brand, don\u2019t you?<\/p>\n
Good. So do thousands of business owners.<\/p>\n
At this point in the 21st<\/sup> century, many businesses have realized the value of customer experience. To a lot of brands, customer loyalty seats at the top of their priority. A ton of them pour in thousands (even millions) of dollars into improving customer satisfaction annually.<\/p>\n While this is an excellent thing to do, it can have adverse effects on your business.<\/p>\n How, you ask?<\/p>\n Through overzealousness.<\/p>\n Let me explain\u2026<\/p>\n Too much of anything is bad for you. I mean anything \u2013 food, clothes, data, money (yes, money), tax, etc.<\/p>\n The same goes for improving customer experience.<\/p>\n Some brands tend to overdo it. They tend to push their team too much into attracting, engaging, and delighting customers without stopping to observe the effect.<\/p>\n And when they do, they cause these 3 subtle problems I outlined in this post.<\/p>\n Do you want to know what the 3 problems are?<\/p>\n Stay with me.<\/p>\n These 3 problems are subtle and can go unnoticed for years.<\/p>\n You may observe a customer churn and think your customer experience programs aren\u2019t doing enough. This in turn will cause you to put in more resources and effort into such programs, thereby compounding the problem.<\/p>\n And so, without further ado, let\u2019s check out these 3 problems and their cures.<\/p>\n Surveys are already chores of their own. Pushing too much of them on your customers is adding insult to injury.<\/p>\n Don\u2019t take this the wrong way. Requesting for reviews\/feedback from your customers is great. It helps your customers service team see their lapses and make proper adjustments. We at Spotonwifi<\/a> encourage our clients to do so.<\/p>\n But the problem starts when you overdo it.<\/p>\n Sending out review request every time your customer sneezes can be overwhelming. You customers begin to see you as a pest. It makes your brand seem needy or pushy.<\/p>\n And this can lead to a significant customer churn.<\/p>\n Slow it way down. Don\u2019t hand out a survey every time a customer blinks. Send out surveys at specified periods and only after a customer has made considerable transaction over that period.<\/p>\n A better way to go is to look to multiple channels.<\/p>\n As you will learn from this article<\/a>, surveys can be limiting. Try looking to channels such as social media, emails, call centre logs, etc.<\/p>\n\n
Too Much Review\/Feedback Requests<\/strong><\/h3>\n<\/li>\n<\/ol>\n
The cure<\/strong><\/h4>\n