What do you really know about your customers feelings??
If you're like most companies the answer is very little (in fact according to Oracle 60% of companies think they provide a great customer experience. But only 20% of their customers feel the same way).
Without having that information you just can't know how you're doing - or if your customers value the work you put in.
So it's important know how the majority of your customers feel. But getting that information has been hard. Only the really happy or unhappy volunteer information and you can't conduct detailed customer surveys of all your customers. So what do you do?
It's actually much easier than you think.
Just make it easy to get simple feedback and monitor that. When you need to you can conduct more detailed targeted surveys.
This is the approach major companies such as Google, Ikea, San Francisco 49'ers and Heathrow Airport are taking.
It works for them and it can work for you.
Sentiment concentrates on making it simple to get and understand this information. It makes it so easy for customers to give feedback that the majority do, providing invaluable information.
But we designed it to be easy for you as well. There's nothing to log into, no complicated reports to decipher. Just a regular email with the information that tells you if you need to take action or not.
Why Anonymous Feedback?
Most business get their customer feedback in one of 2 ways; they wait for customers to volunteer it, or they conduct detailed surveys.
While both are important neither gives a clear picture of what the majority of your customers actually feel. And if you don't know this you are vulnerable. Customers don't even have to be unhappy to be open to considering your competitors. They just have to be indifferent.
It is the indifferent customers who fail to tell their friends about you, who come out of habit - and who can be easily lured away. And it is the indifferent customers who never tell you their feelings or answer your surveys.
Sentiment is a system designed to understand that majority. It captures small responses from large numbers of anonymous customers in a simple way through a single touch of a button or scan of a QR code.
The result? Less stress and more profits as you spend your time working on the things that you know make a difference and stop worrying about every complaint.
Less Stress
When you rely on customers to volunteer how they feel you end up giving the cranks power over your business.
The problem is that you'll overwhelmingly hear from the small few who love to complain about everything. And what they complain about is not representative of what matters to the majority of your customers.
And because you don't know what is important you stress about every complaint.
Sentiment helps change that by giving you a clearer picture of your customer opinion. Which allows you to concentrate on the things that truly matter. Stress-free.
Greater Resilience
What happens if a new competitor opens? Or an existing one runs a promotion?
Will your customers be swayed to them or will they stay with you?
It depends of course. The very happy will stay, the unhappy will leave, and the "meh" customers who think you're just average can be tipped either way.
How many of your customers fall into each group?
Sentiment can tell you. And warn you when the ratio start going the wrong way, allowing you to investigate in more detail and take action.
And this allows you to be confident that your business will handle the unexpected.
More Profits
We all know the true value of a customer is long-term.
Getting that first sale takes time, money and effort. But the subsequent sales are easier and cost less.
You don't need to spend money on advertising to them since they already know you.
You need regular customers if you want to thrive.
But if your customers don't think you're anything special they have no reason to come back.
Monitoring your customer sentiment allows you to take the actions that turn that first-time customer into a returning regular.
Sentiment is the easy way to get the customer feedback that allows you to achieve the results you need for your business.
By making it easy for customers to tell you how they feel (and do it anonymously) you get a picture you would otherwise never have. We view our regular emails that package this up into an easy-to-understand metric the health monitor for your business. It tells you how strong your customers feel about you. And if that changes.
You can then decide that everything is ok - or take action to learn more.