We live in a time when “customer feedback solutions” strives not to be just a concept anymore. Indeed, as consumers, we’re still manipulated by appealing ad campaigns, social standards or lead to preset conclusions. It is a time when we’re challenging collective thinking, gaining ground and client sovereignty, but we’re not quite there yet. We’re working on realizing the strength of all together.
We live in a time when “customer feedback solutions” strives to be a core sustainability system on which to build lasting companies that bring positive outcomes to society. It’s a time when public engagement has become essential to success.
So, in this article, we’re going to briefly analyze its meaning and the differences between integrating or outsourcing it for your company and bottom line.
- CUSTOMER or today’s WHY…
They say that without human contribution we’re only lost in numbers. Instead of focusing on market share alone or as a priority, companies are slightly shifting their attention to improving client share, thus embracing customer centricity as their business model.
Specifically, this strategy refers to increasing the palette of needs enterprises tend to satisfy for one customer at a time, rather than increasing the number of customers they cover for a specific need at a time. Overall, in this case as opposed to what we have been used to, setting identity has an outside-in determinant. We need to get to know more of our audience before we define our own business personality. We need to go deeper into understanding their necessities so that we can bring clients back resulting in loyalty. This is the key to understanding today’s social media game plan – a loyal customer won’t come back alone! He will first tell and then bring a friend with a wide span of needs, as well.
Fundamentally, focusing on our purchasers is a matter of continuously increasing quality service, insight and responsiveness. Naturally, giant companies can afford to integrate such systems which analyze and bring more clientele. Not solely that, but these structures can observe and gain data from both a growing, intensifying and developing community and at the same time from the individual, complex purchase behavior. But, in the end, this is an inside-out endeavor, isn’t it? And as proved above, today’s background is shifting.
Independent customer centered schemes on the other hand, tend to answer this matter exactly. Take BiT, for instance. Since our activity is all about making customers speak up, we mostly focus on them, and how to devote them to you, rather than your entity’s identity and how to make it more appealing to clients.
- FEEDBACK or today’s WHAT…
Nowadays, customer feedback stands for driving successful brand conversations. For providers, they define real time decision making processes that capitalize on identity opportunities and pinpoint cultural issues that need to be treated with agility and fast adaptability.
Moreover, feedback absorption is about collecting good, qualitative data. Therefore, BiT has built this strong, sustainable system that gathers, monitors and compiles together immediate reactions (otherwise scattered over multiple channels) into a single platform. Imagine having to contain yourself a tracking program to keep an eye on all customer touch points. We mean, yes, this is what
Google has developed that they can serve you with the exact Facebook ad of the dress you had just googled a couple of minutes ago. But we’re not them, are we?!
Basically, Best in Test manages your social interaction flow from individual to organization. We empower authentic and loyal customers to speak their minds about your products and services so that they offer qualitative insight on what and how you need to develop. We choose influencers that have a direct impact on your brand and bottom line and we make sure others hear their say into what you’re providing. We deliver the informational asset; you choose how to make it work for yourself.
- SOLUTIONS or today’s HOW…
Approaching the dynamics of a customer pivotal environment means coming up with improving online satisfaction solutions, converting social synergies into purchasing actions and passing from a static, one time customer experience to developing an ongoing, complex relationship with loyal clients. So, we move on from analyzing needs or opinions towards the actual trial. In order for people to want to share moments, we need to be aware of their feelings in contact to their customer experience.
For integrated feedback solutions, like the one eBay uses for instance, this is about gathering clues from individuals’ online behavior. Among others, they measure feedback by how quickly sellers confirm their orders, ship them and by paying attention to packaging.
Independent services come up with various tools which directly measure customer satisfaction plainly asking prospects. BiT provides ‘gadgets’ that gather key information from reviews, testimonials and surveys. We collate large numbers of reviews, keep control of them and build an excellent online reputation. We ask the easy questions so that customers rate their satisfaction but without feeling they’re spammed or overloaded. Such a customer feedback solution brings you closer to your tribe and makes it easier to build a community and stay relevant to current waves.
All in all, choosing between integrated or independent customer feedback solutions to improve bottom line is not easy. It’s about being clear on your identity and culture as a business (whether you’re using an inside-out approach or the other way around) and how to stay relevant in today’s socially interactive environment. It’s about having the resources and resourcefulness to focus on everything and nothing at the same time in a context of extreme diversity that doesn’t make it any easier for you. Eventually, it’s about making sense of a lot of data by simplifying rather than complicating the already complex issue of defining a customized and performant customer experience.
So, what can we be of service with?