Content Marketing Institute’s View on the Latest Trends

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If consumers cannot adequately voice their dissatisfaction, they will be doubly frustrated — first by the bad experience and then by the lack of a means to resolve it. This means investing in feedback and customer support tools. Instantly catching the issue and responding in real time can prevent a user from becoming a detractor.

In the best case scenario, you can still turn the situation into a algeria whatsapp data positive experience that improves the customer's perception of the brand. Make sure you provide the customer with plenty of touchpoints. In fact, this is one of the reasons why your company should invest in the omnichannel concept. Additionally, avoid making the NPS survey the only way — or the only time — they can give you feedback.

Ask for feedback See feedback as a unique opportunity for improvement and not an attempt to bring your business down. Many customers want to help their favorite brands grow, but they are hindered at every turn by the lack of transparency or inhibition of companies that fear the effective participation of consumers in their results. Many companies use the reactive approach to customer satisfaction, and wait until the last moment to find out what went wrong and try to fix it.