Take your CX to the next level: How to improve customer satisfaction across all channels
Customer Experience (CX) stands at the forefront of business priorities, and at Technology for Marketing, Benjamin Honorato, a Solutions Engineer at SurveyMonkey, illuminated the path to mastering this critical aspect. In a world where customer expectations are in constant flux, the session provided invaluable insights and strategies to elevate your CX game. Let's explore the highlights and tactics shared by Benjamin, designed to propel CX to new heights.
Understanding the CX Landscape
Benjamin Honorato set the stage by emphasising the pivotal role of customer experience in contemporary business dynamics. With 48% of CX professionals identifying meeting and exceeding customer expectations as a top challenge in 2023, the need for a robust CX strategy has never been more evident.
Simplifying Survey Creation with Expert Precision
SurveyMonkey's platform emerged as a game-changer in the CX landscape. Benjamin demonstrated how the platform streamlines the survey creation process, offering customization features and expert-designed templates. This empowers businesses to pose the right questions effectively, setting the foundation for valuable customer insights.
Comprehensive Feedback Collection Across Channels
The session highlighted SurveyMonkey's versatility in collecting feedback from a multitude of channels. From emails and websites to mobile apps, kiosks, and even offline surveys, SurveyMonkey provides a holistic view of CX across diverse touchpoints. This comprehensive approach ensures businesses stay attuned to customer sentiments at every interaction.
Unlocking the Power of Business Intelligence
SurveyMonkey's robust Business Intelligence (BI) tools took centre stage in the discussion. Benjamin showcased how these tools enable in-depth analysis of survey responses, including sentiment analysis and the ability to flag poor-quality feedback. This analytical prowess empowers businesses to glean meaningful insights from customer input.
Seamless Action with Instant Notifications and Integrations
One of the standout features highlighted was SurveyMonkey's capacity to facilitate quick action. Benjamin discussed how the platform offers instant notifications for critical responses, ensuring timely attention to customer concerns. Moreover, seamless integration with Customer Relationship Management (CRM), marketing, and BI systems streamlines the process of translating feedback into actionable strategies.
Leveraging SurveyMonkey for Enhanced Satisfaction
The session concluded by showcasing practical applications of SurveyMonkey's capabilities. Benjamin demonstrated how businesses can leverage the platform's prowess in survey creation, feedback collection, and actionable insights. The overarching goal is to enhance customer satisfaction and enable organisations to adapt effectively to the ever-changing dynamics of the market.
Watch the Full Session:
News for You
Meet Samantha, currently the Head of Marketing Automation at the Financial Times. What advice would you give your 20-year-old self? Don't panic. Starting a career often comes with the misconception t ...
Why does your company need both good customer experience (CX) and a successful customer journey? Aren’t they the same? Not exactly. Find out how to devise, and get management buy-in for your new custo ...
In a direct and insightful session, James Sharman and Ellie Webster from Haleon explored data-driven marketing strategies, focusing on the transformative power of personalisation in capturing the hear ...