Customer Experience Management: The Proof is in...
If you ask a company executive if customer experience (CX) matters to them, they will most likely say yes. But how do you get them to invest in and commit...
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Are you a restaurant, hotel, retailer or other business trying to get a complete picture of the customer experience by also hearing from those who didn’t make a purchase? The people who walked out of your store, or left before being seated in your restaurant, or went next door after parking in your lot?
To capture feedback from non-customers, you need to engage them “in the moment” — that is, while the customer experience is happening, not after it is complete. But how? Most feedback capture methods are triggered by the completion of a transaction (such as printing survey URLs at the bottom of receipts) – so they inherently exclude all non-customers.
Mobile, with its increasing ubiquity, is key to capturing in the moment feedback. Not only do most people have mobile devices – 77% of millennials had smartphones in 2012 and another 7% planned to buy one within the year*– but also consumers are integrating mobile devices into the way they shop: checking product availability, product reviews, and prices. Asking shoppers for feedback about their shopping experience via mobile is just an extension of how they’re already using the phone. Mobile feedback makes it easy for them to share.
Below are some of the ways in which Medallia Mobile Feedback can help you get valuable feedback from non-customers (as well as customers!) in the moment:
Medallia supports all of these mobile-enabled approaches to collect in the moment feedback. Not only that, Medallia recognizes the type of mobile device a respondent is using and serves a survey that fits that specific device in both length and layout.
Are you looking for ways to gather more in-the-moment feedback? Give us a call—we can show you how.
* The Millennial Impact Project, 2012 Millennial Impact Report. http://www.themillennialimpact.com/.
Photo credit: jamesfischer