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Take Action on Customer Feedback with Surveys and Salesforce

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Improve the customer experience by taking immediate action on time-sensitive feedback.

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Take Action on Customer Feedback with Surveys and Salesforce

  1. 1. Take Action on Customer Feedback with Surveys and Salesforce
  2. 2. To know whether a great customer experience has been provided requires an open dialogue. Voice of the Customer is the heartbeat of any customer experience program. A great experience means meeting or exceeding expectations.
  3. 3. *Source: Walker CX Consulting Firm, The Future of B2B Experience The Customer Experience Gap is Real 80% 8%of CEOs think they deliver great experience.* of their customers think they receive great experience.*
  4. 4. $136.8 billion the amount of money companies lose per year because of poor CX* Source: Consumer Switch Report, CallMiner Investing in CX can make or break your business
  5. 5. *Source: Forbes, Customer Experience Is The New Brand By 2020, CX will overtake price and product as the key brand differentiator.* Having a CX strategy is more critical than ever in this competitive climate. CX Will Be The Most Important Investment Companies Will Make This Year
  6. 6. How do you get started?
  7. 7. Taking Intelligent Action on Customer Feedback Understand the voice of your customer through a customer feedback program. Marry feedback data with customer data in Salesforce to get a 360-degree view. Take intelligent action to address negative feedback and harness promoters to be your advocates. 95%of customers will do business with you again if you resolve complaints immediately* *Source:Lee Research
  8. 8. Feedback Automation for Salesforce The #1-rated CX solution that marries feedback with customer data in Salesforce to provide a 360-degree view of your customer so you can take action on critical feedback and fuel customer growth.
  9. 9. Four steps to building an effective feedback program DESIGN DISTRIBUTE ANALYZE ACT Craft sleek, personalized surveys that asks the right questions Build workflows and choose the channels that work for your customers Map real-time response data into Salesforce Analyze data and implement 1:1 and 1:many change Name Related To Lauren Mitters 00489124 Title Account Name CSAT Score Manager Apex Inc. 2 Priority Case Number CSAT Score Medium 00001123 2
  10. 10. Create sleek, mobile-optimized surveys that match the look and feel of your brand. Personalize surveys with customer data from Salesforce for a tailored experience that increases response rates. Track key metrics—like NPS, CSAT, and CES—to measure and assess your CX objectives. BUILD Collect more CX data with modern, personalized surveys
  11. 11. DISTRIBUTE Ask for feedback at the right times, on the right channels Engage with customers on the channels they use to work with your business, like email, chat, SMS, your website and community. Automate feedback throughout key touchpoints in the customer journey to keep a constant pulse on customer health.
  12. 12. ANALYZE Gather insights to understand your customers better Get to know your customers better through our powerful analytics. Aggregate key customer metrics and trends to understand how customers feel about your brand. Uncover trends and identify opportunities to improve the customer experience.
  13. 13. 1:1 ACTION Immediately follow up on critical feedback Alert stakeholders of at-risk accounts and create tasks to ensure prompt follow up. Turn any negative experience into a positive one and boost customer retention. 66% more likely to re-purchase if complaints are quickly addressed Source: Service America
  14. 14. 1:MANY ACTION Develop internal and external programs to influence change Scale your action plan by communicating feedback throughout your organization and building programs to convert detractors and nurture promoters. Source: Service America VOICE OF THE CUSTOMER PROGRAM Share findings within the company to influence: ● Product roadmap ● Support channels ● Pricing DETRACTOR PLAN Develop programs that to convert detractors: ● Quarterly business reviews ● White-glove customer support ● Discounting and promotions PROMOTER PLAN Activate your advocates to provide: ● 5-star reviews ● Customer stories ● Advisory council
  15. 15. Outdoor gear manufacturer, YETI takes action on critical feedback and optimizes their service experience by: ● Measuring CSAT, NPS, CES throughout the customer journey across email, Chat, and SMS ● Seamlessly integrating with Salesforce to easily access and store feedback data ● Using Einstein Analytics to optimize agent routing based on feedback ● Leveraging Actions to escalate negative feedback to resolve customer issues
  16. 16. Shiloh Water Systems harnesses customer feedback to increase positive ratings and influence field service routing by: ● Measuring customer feedback after every field service interaction via SMS channel ● Using feedback to influence agent routing based on customer ratings ● Guiding customers who’ve given positive feedback to review sites, such as HomeAdvisor, to boost ratings and referrals
  17. 17. 25% higher revenue Real-time CX data in Salesforce and a strong action plan directly impact CSAT. A modest improvement in CSAT can yield Source: Consumer Switch Report, CallMiner
  18. 18. GetFeedback works with any Salesforce Product SALES Give your sales team the power to close more deals with closed-lost insights. SERVICE Enhance your customer service and field service lightning platforms with real-time feedback. MARKETING Understand the customer journey and deliver more personalized experiences. PARDOT Bring the voice of the customer into Pardot and drive smarter marketing automation. COMMUNITIES Create an ongoing dialogue within your forums, portals, and knowledge articles. ANALYTICS Fuel your Einstein predictive engine with the most critical dataset: customer feedback.
  19. 19. Prospect visits website Customer makes a purchase Customer is onboarded Customer chats with support Customer renews product Measure the Voice of the Customer at Key Touchpoints in the Customer Journey
  20. 20. Thank You www.getfeedback.com/salesforce sateja@getfeedback.com

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