Characteristics of Closed-Loop Customer Feedback Tool

Posted on May 19, 2023 by admin

Characteristics of Closed-Loop Customer Feedback Tool

For any business the customer satisfaction is one of the most crucial and important factor to sustain and grow. Businesses in Dubai and all around the UAE invest heavily in solution to maximize the customer satisfaction and customer happiness. There are several tools and methods which help businesses improving customer experience and customer journey to achieve higher customer satisfaction. If you will provide good service, simplified customer journey, desired products and good communication, you can win customer’s loyalty. However, it is much more complicated and difficult as it may sound. The customer feedback is one of the most effective and impactful tool. It help businesses identify problems, understand customers’ liking/disliking, expectations and market trends. The customer feedback is one of the most effective tool to know what your customers think about your business, brand and even staff. This help businesses rectify problems and take steps which improve customer happiness and satisfaction. In this blog we will discuss what closed-loop customer feedback is and how it is important for a long term and sustainable growth.

Characteristics of Closed-Loop Customer Feedback Tool

The Closed-Loop Customer Feedback Tool

The customer feedback is the opinion, suggestion, criticism or any information shared by your customers. Businesses in Dubai and all around the UAE usually appoint a CX (customer experience) manager who is in-charge of all these activities. Traditionally business only acquire the customer feedback and analyze it to acquire a better business intelligence. However, if you think from customers’ perspective, how you would know if your feedback reached to the concerned people, if it is considered or not, or if the business is intended to take any action or make any changes/improvements according to customer’s suggestion. The open-loop customer feedback system is enough to provide you analytical data and business intelligence. However, it will usually not satisfy your customers. Most of the customers, want to know if their feedback is taken seriously or not. In order to ensure customer satisfaction, the closed-loop customer feedback tools are used. The closed-loop customer feedback tools are similar like ordinary customer feedback tools but with additional features to follow up with customers and keep them informed about the action taken in response of their feedback.

The Closed-Loop Customer Feedback Tool

The closed-loop customer feedback tool further offer a variety of options which improve the efficacy and impact of the customer feedback. System generated alerts, auto-response, internal data sharing, system integration and such other features help CX managers implementing a closed-loop customer feedback system. Here are the characteristics of the closed-loop customer feedback tool.

Closed-loop Customer Feedback Tool: Customer Feedback Management Features

Whether your strategy is open-loop or closed-loop customer feedback management, you need an excellent and highly advanced customer feedback system. The customer feedback system will allow you to create multiple surveys and utilize multiple channels to maximize the customer response. Businesses need multiple surveys, a simple happiness meter or NPS is not always enough. A good customer feedback system should be able to offer customization and flexible control. Let say the business wants to share the NPS survey through emails on a monthly bases, however, the want to understand the customer effort score (CES Survey) at the end of each service center interaction or online purchase, etc. This is why ability to manage and run multiple customer feedback campaigns is crucial for the business. The automation is a key to productivity, the customer feedback system and the channels should be automated, this will maximize the impact and outcome of your customer feedback campaigns.

Closed-loop Customer Feedback Tool: Customer Feedback Management Features

For example, you can automate email based customer feedback surveys, the website live chat, and even WhatsApp can be utilized to automate surveys. Furthermore the social media, in-premises touch screens, tablets, interactive kiosks, customer portals and smartphone applications can be used to conduct customer feedback surveys. Multiple channel will provide you to effectively target the important categories of your customers and targeted audience. A good customer feedback system can collect customer feedback from multiple channels and amalgamate it into a unified data repository. Additionally there are so many analytical tools and software features which allow the management to perform several analysis on the customer feedback data and produce actionable reports. Reporting module is a key to an impactful customer feedback campaign. Hence it is important that the customer feedback system offers an intuitive and smart reporting module. These features are crucial for both open-loop and closed-loop customer feedback management. That is why a closed-loop customer feedback tool must have an in-built on integrated customer feedback system.

Closed-loop Customer Feedback Tool: Customer Feedback Management Features

Closed-loop Customer Feedback Tool: Integrated Communication Module

For any closed-loop customer feedback tool it is crucial to have an in-built integrated communication module. The modern customer feedback management tools are built on AI (artificial intelligence) based software engine, which is crucial for the success of closed-loop customer feedback management campaign. The communication module is one of the most important component. It helps automating communication and also offers an advanced alert and notification mechanism. For the success of any closed-loop customer feedback management campaign it is extremely important that whoever is responsible for closing the loop must receive the relevant information in a timely manner. All departments, teams and managers who are in the loop must receive updates, information and alerts to ensure the actions are taken in the timely manner. For example, in case of a negative feedback, the case has to be shared and handled by the customer support team. If the CX manager will have to manually download the details and send or share it with the customer support team, then it will take a lot of time and efforts. However, if the alerts and notifications are automatically sent to all relevant personals then no additional time or effort is needed. That is why an automated communication module and alert system is crucial for the closed-loop customer feedback campaign.

Closed-loop Customer Feedback Tool:Integrated Communication Module

Closed-loop Customer Feedback Tool: Automated Ticket Management System

A modern closed-loop customer feedback system offers an automated ticket management system. Whenever a negative feedback is received from any channel, a ticket should be generated automatically. The ticket will alert all relevant teams/employees who are responsible for solving the ticket. Furthermore the staff is also capable of transferring the ticket from one department to another. This will allow a quicker resolution and enable businesses to quickly respond to the customers. The ticket management module also offers features to implement business’ policy, for example, the tickets from the existing customers are prioritized, or the tickets from the sales teams can be prioritized, hence the internal queues and priority levels are managed accordingly, which ensures that the business achieve its goal by processing each case according to its priority. Such mechanisms can be very helpful in resolving customers’ matters, expedite the process and also improve employee productivity by automating several key processes.

Closed-loop Customer Feedback Tool: Automated Ticket Management System

Closed-loop Customer Feedback Tool: Increase the Impact of the Customer Feedback

The customer feedback usually offers very simple metrics but it is a very complex process. The closed-loop customer feedback doesn’t only means acknowledging the customers that their feedback is received, or sharing automated reports with the management and improving communication, the true purpose of a closed-loop customer feedback management campaign is to drive positive changes which will be appreciated by your customers. It is important to set priority of different changes and corresponding actions. For example, if you are receiving the negative feedbacks about the online selling portal, and customers are complaining about the difficult customer journey, then you must have to take quick actions to prevent the sales lost. If the feedback is about features of popular product then you might need more time for research and product development process. The modern closed-loop customer feedback tool is well equipped with the software tools which enables it to understand the importance of different affairs according to the business goals and strategy. The macro changes always have huge impact, thus should be prioritized. Similar each business have different goals and strategy, the closed-loop customer feedback tool should support businesses to implement their strategy and policy.

Closed-loop Customer Feedback Tool:Increase the Impact of the Customer Feedback

Closed-loop Customer Feedback Tool: Third-party System Integration

The third party system integration is crucial for deeply integrated modern digital infrastructure. The modern businesses uses highly integrated IT infrastructure and software solution to ensure maximum productivity and efficiency. The closed-loop customer feedback tool is capable of integrating with all sorts of software, customer databases, CRM, ERP and other third-party business tools. The closed-loop customer feedback tool is fully standalone solution, but in order to maximize the efficiency and impact of the customer feedback data, the integration is required. For example, if the system is sending after-sale survey emails, it must have to have integration with the sales management system and the customer database, the sales management system or CRM or ERP will tell it the sale has occurred, the customer data will tell it who made the purchase and then the customer feedback system will send the after-sale survey to that customer. Furthermore the integration also help integrating the customer feedback data with other tools, such as CRM or any other third-party business tool. It is very helpful in engaging senior management and sharing the relevant feedback data to concerned personals and teams without any delay.

Closed-loop Customer Feedback Tool: Third-party System Integration

Conclusion

For any business the true measure of its success is its happy customers. The customer happiness and satisfaction is a key to growth and long term success. Studies have shown that acquiring a new customer is much more expensive, selling to an existing customer is 5 to 25 times less costly then acquiring a new customer. The customer feedback management is crucial for improving customer experience and attaining higher customer satisfaction. There are several customer feedback management strategies and tools. The closed-loop customer feedback tool is one of the most effective system to make the customer feedback more useful and impactful. It not only offer better customer experience and higher customer satisfaction but it also offers a variety of advanced tools which make the entire process simpler and continent. The primary goal of customer feedback collection is to make changes that are anticipated by your customers in order to enhance customer experience and develop more customer friendly processes, services and products. In this blog we have covered the main characteristics of a closed-loop customer feedback tool. If you want to learn more about the subject or if you want our help to implement a highly effective tailor-made closed-loop customer feedback tool, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this:How Self-Service Kiosk are Improving Customer Experience in Dubai, UAE?

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How Self-Service Kiosk are Improving Customer Experience in Dubai, UAE?

Posted on April 26, 2023 by admin

How Self-Service Kiosk are Improving Customer Experience in Dubai, UAE

The customer journey starts from acquiring a prospect and converting them into customer and even the brand loyalists. The understanding and analysis of customer journey can help businesses shape yourmethods and processes by understanding what your customer desires, wants or needs. The customer experience is the interactions your customers have at any and all stages of the customer journey. The customer experience could be good or bad and it will have a great influence over customers’ next choice/decision. A business always have to rely on a strong foundation of loyal clientele. The customer loyalty is driven by the customer satisfaction which can be achieved only by offering a great customer experience. Businesses in Dubai and all around the UAE are investing huge chunks of their hard-earned profits in improving customer journey and customer experience to achieve higher customer satisfaction. Only happy and satisfied customers will do repeated business and according to several studies on an average it is 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer. This could make a huge difference.

How Self-Service Kiosk are Improving Customer Experience in Dubai, UAE

With the rise of digital marketing, changes in market trends and skyrocketed customer’s expectations, the marketing have become a very expensive and complicated the operational cost is rising, the competition is increasing and the market trends and customers’ demands are also changing rapidly, which is why a business needs to keep its customers happy and satisfied. Which is not possible without offering an exceptional customer experience.

Impact of Digital Self-Service Kiosk on Customer Experience

The digital signage and self-service kiosks are the modern solution to that older problem, the customer experience. If you are living in Dubai or anywhere in UAE you have witnessed and most probably used those flashy-screens. These are called interactive kiosks. An interactive kiosk is a touchscreen display based kiosk which allow users to perform various tasks or make payments such as we use to dispense queuing tickets at banks or the mobile top-up kiosk machine.These self-service kiosk machines are adding a lot of value to customer experience by offering tens of hundreds of features, convenience and easy access to the services. Here are some key advantages of a self-service kiosk which can greatly improve customer experience and customer journey.

Interactive Self-Service Kiosk made it Easier to Access Services

For any business it is the most important thing to ensure their customers can easily access their services. For that businesses open up several branches, customer service center and offices in multiple location to facilitate their customers and to ensure all of their customers can easily access their services. However, opening up new branches and running too many customer service centers is always very expensive and also complicates the management. However, in customer service centers most of the time the customers might have to wait in waiting lines and long queues, which could ruin their experience. Instead offering them an easily reachable interactive self-service kiosk could solve the problem. The interactive self-service kiosks are extremely cost-effective and much more efficient. The customer service centers have limited time and availability, sometimes it is difficult for the customers to reach there during working hours. However, the interactive self-service kiosk on the other hand works 24/7 and offer easy access to all customers at any time of their convenience.

Interactive Self-Service Kiosk made it Easier to Access Services

Interactive Self-Service Kiosk Offers More Personalized Customer Experience

Another great feature of interactive self-service kiosk is that it can offer a bit more personalized customer experience than any regular service center. The interactive self-service kiosks are digital solution based on a very powerful AI (artificial intelligence) based algorithms and smart tools, which can significantly enhance customer experience and simplify the customer journey. All the services are digitalized, hence easier to avail and above all the UI (user interfaces) can be customized to make them more user-friendly. Mostly the interactive self-service kiosks came with a multilingual user interface and allow customers to choose their preferred language. As in Dubai and in fact everywhere in UAE there is a huge population of expats and a large number of tourists also visit different parts of the country, having a multi-lingual solution can significantly improve customer experience. The AI based algorithms are smart enough to understand the needs of each customer based on system configuration, user data and the past interaction’s history. This enable businesses to offer a personalized customer experience and raise customer satisfaction.

Interactive Self-Service Kiosk Offers More Personalized Customer Experience

Interactive Self-Service Kiosk Simplify the Customer Journey

The customer journey is extremely important for the customer experience. Everyone likes simplicity and quicker service delivery. Since there is no human interaction involve the services are already simplified, the system can pull data from the customer database at lightning speed, it can remember customer’s previous choices, preferences, and history and accordingly it can facilitate their interaction which significantly simplify the customer journey. Furthermore since the customer is fully in control of everything, they are given more freedom and the system is also designed in a way to provide easy access to relevant information. All these features simplify the customer journey. With the traditional service centers, the human errors and relevant complaints are very common. However, in case of interactive self-service kiosk there is no chance of human error and the customers are completely free to make their choices hence they feel more empowered and in control which enhances their experience and raise their satisfaction.

Interactive Self-Service Kiosk Simplify the Customer Journey

Interactive Self-Service Kiosk Collects Valuable Business Intelligence Data

The modern day marketplaces are heavily dependent on information technology (IT) and the IT sector is totally data driven. The interactive self-service kiosks also comes with a smart software which is a very capable tool to collect valuable business intelligence data. The business intelligence data helps management to understand various patterns, customer behavior, their liking/disliking and a lot of information about customer interaction. This information is extremely important to further improve customer journey and customer experience. The business intelligence data also help managers and business leaders to identify the areas of improvement by capturing the statistical and user data from each and every touch point of the customer journey. The customers’ behavioral data and their preference can be very helpful in understanding the needs, expectations, and problems of the customers. Furthermore the interactive self-service kiosk can also collect direct customer feedback data which is also crucial to improve customer experience and help businesses strengthen the bond with its customers. The business intelligence data help businesses to make continuous improvement and quickly sense any change in customer behavior or market trends and act swiftly to ensure a satisfactory customer experience.

Interactive Self-Service Kiosk Collects Valuable Business Intelligence Data

Conclusion

For any business the customer satisfaction is the ultimate success. The customer satisfaction depends on customer journey and customer experience. Howe great and convenient the interaction will be, happier and satisfied your customers will be. The world is changing rapidly, the integration of technology in our personal and work life is increasing rapidly. This is why the traditional and old-school business practices are slowly losing their effectiveness. In the super-fast and digital era the customers need quick resolution of their problems and hope instant access to the services they need. In Dubai and all around the UAE the business community have sensed this need pretty early. Now a days businesses are rapidly adopting to modern technologies and IT solutions. The interactive self-service kiosk is also one of the example of technological advancements in the customer service sector. The traditional customer service centers require more time, efforts and offer less satisfactory experience. However, the interactive self-service kiosks offer instant access to services, personalized experience and are available 24/7.

Moreover for the business it is also a very cost-effective solution comparing to opening up new service center or expanding existing operation. In this blog we have discussed how an interactive self-service kiosk can improve customer experience and customer journey. If you want to learn more about the subject or if you want our help to design and implement a self-service kiosk solution for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Why Customer Feedback Tool is Essential for Closed-Loop Customer Feedback Management?

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Why Customer Feedback Tool is Essential for Closed-Loop Customer Feedback Management?

Posted on April 25, 2023 by admin

Why Customer Feedback Tool is Essential for Closed-Loop Customer Feedback Management

Business in Dubai and all around the UAE are proactively improving the methods and tools to collect customer feedback. In the modern fast-paced and rapidly changing market landscape it becomes more important to listen to your customers. The customer feedback is basically the information shared by your customers regarding your products/services, processes, customer experience and any interaction or communication happening between your business and your customers. Business leaders often don’t realize that the customer feedback can provide a great wealth of knowledge and understanding of your business and the markets. The customer feedback data help you understand your brand’s perception in customers’ eyes. It also help you identify the areas of improvement and help identifying many trends in the market. Furthermore listening to customers’ voice help improving customer relationship and it gives them a sense of importance and increase their loyalty. The customer feedback can be integrated in product development processes to improve products and services and it can also help improving customer journey and experience. That is why the customer feedback is extremely important.

Why Customer Feedback Tool is Essential for Closed-Loop Customer Feedback Management

What is Closed-Loop Customer Feedback?

The only different between traditional customer feedback collection and a closed-loop customer feedback campaign management is that in closed-loop customer feedback the business respond to the customer feedback either by following up with them to tell them how their pain points are being resolved, or how their valuable feedback is utilized to make improvements. It is natural when someone gives a feedback or shared their opinion they will be expecting how their feedback had been utilized. An acknowledgement from the business will assure them that their feedback has been heard and understood. When customers will not see any acknowledgement or improvement after sharing their feedback and opinion they will automatically feel distant and discouraged and are most likely to never share their opinion again. The closed-loop customer feedback is a systematic process of following up and responding to customers’ feedback in order to maximize the impact of their feedback and for better understanding. The customer feedback collected within a closed-loop system is more effective and impactful in improving your products/services, business processes, performance and productivity.

What is Closed-Loop Customer Feedback?

Why Customer Feedback Tool is Essential for Feedback Management?

The customer feedback can provide highly valuable business intelligence data. Obviously your targeted audience is scattered around your different communication channels and that is not all the customer feedback collection is also done through various means. The most obvious choice for any business to collect customer feedback data is using digital channels such as Emails, SMS, and on-premises tablets or interactive kiosks. Furthermore there are many other channels such as websites, social media, WhatsApp, smartphone applications, etc. All these channels can be used to collect customer feedback data. The customer feedback management is a systematic process of collecting customer feedback data from multiple channels, consolidating it, analyzing and processing it, drawing conclusive data and actionable reports from it to improve your products, services, internal processes, communication, customer journey & experience and other business practices.

Why Customer Feedback Tool is Essential for Feedback Management?

This is what makes customer feedback management a complicated and lengthy process, doing everything manually could be very resource and time consuming and above all the manual process is prone to errors and mistakes. A digital customer feedback tool is a powerful software application designed on AI (artificial intelligence) based smart algorithms. This is what makes customer feedback tool more useful. The automation drives efficiency and help reducing the efforts, time and resources required to manage a customer feedback management campaign. The customer feedback tool is capable of collecting customer feedback data from various sources and automatically processing it to minimize the human-effort and to maximize the efficiency and performance. Furthermore it is easier to streamline the communication and follow up with the customer using a digital and automated customer feedback management tool. The customer feedback management tool offers great features and it can also be integrated with other third-party tools such as ERP, CRM, Customer Database, Accounting Software, etc.

Why Customer Feedback Tool is Essential for Feedback Management?

Here are the benefits of the customer feedback system tool:

Customer Feedback System Tool: Streamlines All Feedback Channels

A business uses multiple channels to communicate to its customers and targeted audience. Every customer has its own preference and favorite mode/channel of communication. The customer feedback tool is a digital system with capabilities to collect customer feedback from various channels. All the feedback from various channels is classified according to the source and targeted audience. The customer feedback tools can automatically categorize different feedbacks, both negative and positive feedback is according to the reporting preference. Furthermore there are various reporting mechanisms which allow the customer feedback manager to customize the reports according to their needs. For example if they want to access a particular survey, or a question from a survey, they will be able to extract that data. The customer feedback tool also allow managers to compare two different similar or different situations. It can also provide analysis and reporting on all combined customer feedback data form various or all resources which is extremely important.

Streamlines All Feedback Channels

Customer Feedback System Tool: Reduce the Cost of the Campaign

For any campaign the most important thing is to make sure you will get a better ROI. The customer feedback management campaign is a very lengthy and effort consuming process which makes it more time and effort consuming. Thus businesses might have to hire new staff dedicated for social media marketing and the other purposes. Furthermore the manual customer feedback collection process included intensive inputs from the human, which makes it more prone to human errors and other inherent problems of the manual process. Furthermore the data entry in the system and digitalizing the manual records itself is a very time and effort consuming. All these manual processes significantly increase the time and resources required for the customer feedback collection campaign. However, the digital tool not only reduce the expenses, it help minimizing the efforts required for the process, and enable businesses to reduce the resources required for the customer feedback collection campaign hence the overall expense of the customer feedback campaign can significantly reduce.

Reduce the Cost of the Campaign

Customer Feedback System Tool: Leverage the Digital Features

The customer feedback tool is a digital software tool which not only improve the closed-loop customer feedback management campaign but also offers a variety of useful features which further enhance and improve the usability and impact of the system. The customer experience officer or manager can set email alerts for negative feedbacks, they can set alerts to remind them for the follow ups so no follow up is missed and so on. The customer feedback data can be automatically shared with all the stakeholders by the systems as per the system preference. The customer feedback system tool is a centralized system which enable businesses to integrate all branches and channels with the system. The head office and the branches can be connected to a centralized data repository system. The reporting tools allow managers and head office to perform various analysis within a few clicks. This increase the decision making capabilities of the business leader and enable them to quickly respond to the changes in the market trends and customer demands. There are several digital features of a customer feedback system tool which can significantly improve the impact of your customer feedback management campaign.

Leverage the Digital Features

Conclusion

The customer feedback is a great tool to acquire a better and deeper understanding of your customers’ minds. The customer feedback help businesses improve their product, services, business processes, communication and customer experience according to their customers’ demands, desires, needs and expectations. The closed-loop customer feedback management is a processes of collecting customer feedback from multiple channels, categorizing and analyzing it according to the need and then taking actions according to the customers’ feedbacks. Furthermore the closed-loop customer feedback process also includes following up with the customers and informing them what has been done in the light of their valuable feedback. The closed-loop customer feedback management is a much superior and more impactful process. However, manually it is extremely difficult to conduct closed-loop customer feedback campaigns with manual practices. Therefore a digital customer feedback tool is used to conduct such campaigns.

In this blog we have discussed why a digital customer feedback collection tools is essential to conduct a closed-loop customer feedback management. If you want to learn more about the subject of if you want our help to implement a bespoke customer feedback tool, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Importance of Customer Feedback Collection for Beauty Salons

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Importance of Customer Feedback Collection for Beauty Salons

Posted on March 30, 2023 by admin

Importance of Customer Feedback Collection for Beauty Salons

Salons and local businesses rely on a very limited market, their customers are usually concentrated in a small circle from where they are easily reachable. No one will travel 20 or 30 kilometers for a haircut, that is very uncommon. Therefore it is crucial for a salon to understand what its customers wants and what they think about their services and experience. Every business whether small or large wants to grow, a small salon converting into a large chain with presence in multiple Emirates is very common in UAE. That sort of growth doesn’t only depends on investments and improving your facility, but you must have a strong relationship with your customers hence they will remain loyal and keep visiting to help you achieve your goals. Investing in interior, purchasing latest equipment and hiring professional staff is important but the most important thing is to understand what your customers want and whether you are providing them that or not. That is why the customer feedback collection for beauty salons can be game changer and can provide a crucial insight to customers’ mind which will help the owners to align their services with customers’ needs and to offer them a satisfactory experience.

Importance of Customer Feedback Collection for Beauty Salons

Why Customer Feedback is So Important for a Beauty Salon

The customer feedback is important for all types of business, no matter if you are a beauty salon or if you are a large enterprise, it is extremely important to understand your customers, their needs and get up to date with the on-going market trends. Here are the key reasons why a beauty salon must carry out regular customer feedback gathering campaigns in order to sustain success and growth.

Customer Feedback will Help Beauty Salon to Understand their Customers’ Needs

The local businesses especially businesses like beauty salons are very customer-centric, their all services are based on the needs and demands of the customers. Different beauty salons offer different services which is majorly due to the behavior of their targeted audience. It is extremely important for a beauty salon to know what customer wants, what they like/dislike and what they would appreciate. This knowledge will help the business to plan their services accordingly to ensure a satisfactory customer experience. Offering a satisfactory customer experience and meeting their expectation is a key to long term success of a beauty salon business and it will also help the business to increase customer loyalty. The loyal customers are always a great asset for a business, regardless of the size and type of the business the customer loyalty is one of the key factor that contributes to a long term success and ensures higher profitability and growth. The customer feedback is a great tool to understand customers and changing trends in the market which help businesses to offer a satisfactory customer experience.

Customer Feedback will Help Beauty Salon to Understand their Customers’ Needs

Customer Feedback will Help Beauty Salon to Gain Higher Customer Loyalty

Another most important aspect of collecting customer feedback data is to increase customer loyalty. The loyal customers will not only give you repeated and regular business but they will tend to bring more customers. If you are a salon owner for some time you would have noticed that most of your new customers are referred by existing customers or get attracted either by the words of mouth or by the online reviews posted by your existing customers. There are many factors that can impact your brand’s image for example, the lighting at your salon, or the music you played or the behavior of your staff and the products they are using, anything and everything can impact the perception a customer made about your business. Only a professional and systematic customer feedback gathering approach can provide you comprehensive data and in-depth insight to all these factors that can impact your customers’ experience and their satisfaction. That is why the customer feedback collection is crucial for the growth and success of a beauty salon or any other small or local business.

Customer Feedback will Help Beauty Salon to Gain Higher Customer Loyalty

Customer Feedback will Help Beauty Salon to Carry out SWOT Analysis

When we talk about the success and growth for any business the key is to done a comprehensive SWOT Analysis, the SWOT stands for strength, weaknesses, opportunities and threats. For any beauty salon, the unique service they are offering, their hospitable staff, the high-quality products they are using and any other factor that distinguishes them from the others is a strength and will help you build a good reputation and gain higher customer loyalty. The things your customers don’t like about your center, such as lighting, the loud music, the cleanliness, or any other such thing which is not appreciated by your customers could be your weakness and could repel your customers down the road. The new products/services that you are not offering but your customers might want to see are the new opportunities, you can include those products and services to gain higher customer loyalty. And last but not the least, the threats. The threats for any business are mostly the competition, but it could be any other thing as well, for example, one of your employee behaves rudely with most of your customers which could repel them from your business, the products you are using are causing allergies or irritation could repel your customers and so on. Only a professional customer feedback system can facilitate all your needs to do a highly effective SWOT analysis of your business and help you identify and rectify the problems and explore new opportunities.

Customer Feedback will Help Beauty Salon to Carry out SWOT Analysis

Customer Feedback will Help Beauty Salon to Grow

Here in Dubai and anywhere in UAE small beauty salons and spas utilize the power of social media and online advertisements to acquire more customers, which indeed is an expensive feat. Furthermore the beauty salons expand by opening up new branches and outlet in other areas. All these crucial business decisions need actionable data insight. Which can be only gathered by collecting the customer feedback. The customer feedback not only help you take right decisions but it also help you avoiding taking bad business decisions which could harm your reputation or in worst case could destabilize your business altogether. The customer feedback can help you understand and evaluate the impact of your marketing campaigns which will further prevent you to focus only on high-return channels and increase your overall ROI of your marketing efforts. Furthermore if you are planning to expand in new territory, a prior customer feedback collection campaign could help you understand that market and the needs of the customers. This will help you prepare yourself for the coming challenges and it could also help you avoid investing in highly competitive areas where the chances of success are less. That is why a professional and systematic customer feedback collection is extremely crucial for making big business decisions.

Customer Feedback will Help Beauty Salon to Grow

Conclusion

The beauty salons and spas are usually small businesses targeted only customers in a small locality. Furthermore the beauty salons are highly customer-centric and must have to align their products and services as per the customers’ demands and expectations. The beauty salons or any other small business have limited resources it is crucial to invest these resources in the right ways to maximize the outcome. All this require a deeper and better understanding of the customer behavior, their liking/disliking, market trends, competition, and customer experience. The customer feedback collection is the right tool which can help a small beauty salon to deal with the challenges and sustain success and growth by aligning their products and services according to the customer demands and the market trends. The customer feedback also help beauty salons to strengthen their relationship with their customers by giving them a chance to share their opinion and by taking actions accordingly to satisfy your customers.

The customer feedback collection for a beauty salon could be a game changer, as it can provide comprehensive actionable data which help businesses set course for the future, make right decisions and avoid bad business decisions. In this blog we have listed key points to highlight the importance of collection customer feedback data for a beauty salon. We provide a wide range of customizable customer feedback management systems and tools, if you want to learn more about the subject or if you want us to help you build a tailor-made customer feedback collection system for your beauty salon, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: How can a Business Benefits from Self-Service Kiosk in 2023?

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How can a Business Benefits from Self-Service Kiosk in 2023?

Posted on February 13, 2023 by admin

How can a Business Benefits from Self-Service Kiosk in 2023

The customer experience and service have become the major differentiator for customers, no matter what you do you must have to offer excellent customer experience. Studies have revealed that the customers put experience equal to the quality and they are willing to pay extra if they are offered better experience. Businesses in Dubai and all around the UAE are transforming rapidly and transitioning into a more customer-centric business model where the customers are placed on the top. The customer demands are very high and the competition is also increasing in the country which means that businesses will have to offer exceptional services and satisfactory customer experience in order to stay ahead of the competition. The self-service solutions are incredibly admired all around the world, in fact businesses also witnessed that most of the customers try to solve their problem by themselves before even reaching to customer service or sales reps. The deep integration of internet, smartphone and technology in our personal and work lives and the incredible benefits of self-service solutions make it equally desirable among businesses and the customers.

See Also: Self-Service Kiosks in Retail: Revolutionizing the Shopping Experience

How can a Business Benefits from Self-Service Kiosk in 2023

Now a day’s in Dubai or anywhere else in UAE if you go out you will witness these flashy screens everywhere. Whether it is a shopping mall, a bank or even a transport hub, there eye-catchy interactive touch-screen based self-service kiosks are everywhere. Serving form simplest function as toping up to your mobile phone to incredibly sophisticated HR and immigration tasks are efficiently handled via these machines. In this blog we will discuss how a business can leverage an interactive self-service kiosk to boost their efficiency, performance, productivity and profitability in 2023.

See Also: 10 Customer Self-Service Best Practices to Power Your Contact Center Results

Benefits of Self-Service Kiosk: Offer Instant Service

The biggest problem with the service based industry is the customer queues and waiting time. Along with that the service agents also plays crucial role in service delivery time. The interactive self-service kiosks are digital systems which not only offer instant service but also digitalize your services and various internal processes. The interactive self-service kiosk works on RTC or real-time communication principle. It means that the self-service kiosk can respond to customers instantly. Basically the self-service kiosks are connected to a mainframe or server which has all the data and algorithms running on it. The kiosk only takes instructions and do very less computing, in fact a real-time communication link or live link has been established between the server and the kiosk, which makes it very fast and the customer gets instant response, this not only help improving the customer experience but it also reduce the service delivery time. With the manual processes at a service counter, the same service delivery can take up to four time more time. This instant service delivery is crucial for improving the customer experience.

Benefits of Self-Service Kiosk: Offer Instant Service

Benefits of Self-Service Kiosk: Enhance Customer Experience

The customer experience is crucial for the success and growth. Businesses invest huge resources in improving their internal methods, processes, and interactions to enhance customer experience. The biggest problem with the service centers is that the customers will have to wait in the congested waiting areas and long slow moving queues. The service delivery time at the service centers is also higher comparing to the interactive self-service kiosks. Furthermore the employees also have to work on several other tasks which increase the service delivery time. There are several other problems and factors that can contribute to deteriorate the customer experience. However, with the interactive self-service kiosk the customer don’t face any such problem. There is no staff involved in the service delivery hence there is no worry about staff performance and human factors. The customers are also not bound by any operating hours, the interactive self-service kiosks can work 24/7 non-stop. The customer can access an interactive kiosk whenever they want and without waiting in long queues. The customers get more freedom, flexibility and comprehensive information by only a few taps on the touchscreen. These all features can greatly enhance customer experience and raise their satisfaction.

Benefits of Self-Service Kiosk: Enhance Customer Experience

Benefits of Self-Service Kiosk: Better Resource Management

The site staff is one of the most important and crucial aspect of customer experience and the overall performance of the business. The footfall at the customer service centers in not linear throughout the day, at some hours the footfall increase and at some hours it decreases, furthermore there are certain days of the week which could have more influx than usual and so on. The business will have to achieve a balance between the peak hours and normal hours, this is to control the expenses and operational cost. However, deploying additional human resources is always very expensive. Less resources on the other hand can drastically harm the performance of the branch. The interactive self-service kiosks on the other hand are very efficient, the service delivery time is quicker and they attract more customers due to the better customer experience. When businesses deploy interactive self-service kiosks along with the regular service counters, the workload of the service staff can significantly reduce and results in better performance without increasing expenses, in fact the self-service kiosks can greatly reduce the operational cost and enable management to plan human resource more effectively and efficiently.

Benefits of Self-Service Kiosk: Better Resource Management

Benefits of Self-Service Kiosk: Expand Brand Reach

Whether it is a small business or a large enterprise, everyone wants to expand their market reach, every business wants to grow and establish presence in unexplored markets. For that business follow a number of different strategies, opening up a regional office, branch or customer service center is one of the most effective method. However, it is every expensive, lending a property, building office at it, hiring new staff, acquiring equipment and operating a new branch is not only expensive but it also makes management and internal processes more complex. On top of that there is always a fix running cost or operational expense to sustain that branch and its employees. This will also add up to the workload of the head office or the main branch. However, deploying an interactive self-service kiosk on contrary is very cost-efficient, in fact it cost just a fraction of the resources required for opening up a new branch or setting up a new office. Above all you can offer excellent customer experience and 24/7 access to your services in the region which can greatly improve customer happiness and satisfaction. Offering your services where your customers and targeted audience can easily reach them can greatly improve your brand’s reputation and increase customer trust which help increasing customer loyalty and have many long term benefits. Expanding brand reach is always a key to sustainable growth and higher profitability.

Benefits of Self-Service Kiosk: Expand Brand Reach

Benefits of Self-Service Kiosk: Collect Business Intelligence Data

The information technology (IT) have deeply penetrated the present day markets and even our personal and professional lives as well. The technology is so deeply rooted into the modern societies that surviving without it is unimaginable. And the data is the lifeblood of the IT technology and digital ecosystem. The interactive self-service kiosk is a great tool to collect valuable business intelligence data which can help management make more informed decisions and help them build most effective strategies and policies. The interactive self-service kiosk can provide valuable insight to customer behavior and system usage stats which help businesses understand customer’s needs, their liking/disliking and their preference. The interactive self-service kiosk has a powerful AI based software which can also utilize this data to offer a personalized customer experience according their needs and preference and help attaining more customer satisfaction. Furthermore the interactive self-service kiosk can also collect customer feedback which has a great value. Collecting customer feedback data gives them confidence and help building their trust on the brand. The customer feedback data also provide valuable insight to customer trends, their demands and expectations which help businesses improve their strategies, products/services and communication and help them attain higher customer satisfaction and loyalty.

Benefits of Self-Service Kiosk: Collect Business Intelligence Data

Conclusion

In the present day markets the customers are placed at the top, the businesses are becoming more customer-centric day by day. Offering excellent customer experience is not just a matter of business repute or customer loyalty, in fact these days the survivor of a business depends on it. Every business wants to reduce their expense, optimize their operational cost, and expand their brand reach without compromising the customer experience and customer satisfaction. It is very difficult and expensive with the traditional business practices. However, the interactive self-service kiosks are the modern solution to the most fundamental problems businesses were facing from the beginning. Regardless of small or large size, type or industry the interactive self-service kiosks are equally effective and can benefits all. Whether you use them to expand your brand reach or streamline the workload at your existing customer service centers, the interactive self-service kiosks are a great tool to maximize the productivity and performance. Studies have proven that the interactive self-service kiosks can greatly enhance customer experience and raise customer satisfaction and help businesses optimize the operational cost. In this blog we have listed the key benefits of deploying an interactive self-service kiosk solution. If you want to learn more or if you need our help to develop a highly cost-effective and tailor-made solution for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: The Impact of Self-Service Kiosk on Customer Behavior

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How to Get Customer Feedback? (Best Practices)

Posted on February 11, 2023 by admin

How to Get Customer Feedback? (Best Practices)

In the present day marketplace where the competition is very high and the customers are very demanding it is crucial to focus on customer loyalty. The loyal customers can generate the business which no other marketing campaign can does. That is why it is crucial to foster a customer-centric culture and offer a satisfactory experience. Business in Dubai and all around the UAE knows that very well, that is the reason the customer feedback campaigns have become a regular business process. The customer feedback is the most convenient and easiest method to acquire the knowledge and insight of the factors that matters the most for your customers and your business. Collecting customer feedbacks on regular basis will ensure you will always remain on track and provide what your customers and targeted audience needs and expect from your brand. However, collecting customer feedback is not as that easy and effectively utilizing the customer feedback data to make an impact on the organizational level is even more difficult and complicated.

How to Get Customer Feedback? (Best Practices)

The customer experience managers or business leaders can easily get overwhelmed by the sheer number of possibilities to tap into the customer feedback. There are simply so many channels and mediums which your audience and customer groups might use, that is why integrating a multi-channel digital feedback system is essential. In this blog we will enlist the best practices of collecting customer feedback data and utilizing it to make informed decisions and to align your business with your customers and audience.

What is Customer Feedback Management (CFM)?

Businesses often confuse customer feedback data collection and customer feedback management. However, the customer feedback management is much more than just the data collection. The customer feedback management is not just only involve collecting customer feedback data, but it also includes, processing the data into actionable reports and integrating it in important decision making processes. Furthermore the customer feedback management also include following up with your customers and informing them about what actions have been taken to address their concerns or to meet their needs and desires. This whole process is called the customer feedback management or CFM. Usually businesses have a dedicated customer experience (CX) manager whose core responsibilities are to plan, monitor and execute the process. Obviously the manual customer feedback forms are not capable of supporting the modern customer feedback management processes, therefore business use digital customer feedback systems which are software-based solutions and can greatly improve the efficiency and efficacy.

What is Customer Feedback Management (CFM)?

Best Practices of Collecting Customer Feedback

Customer Feedback System is the ideal solution to effectively collect customer feedback and close the feedback loop. Closing feedback loop is important for any customer feedback management campaign. Furthermore the digital customer feedback system also help analyzing and processing the data with in-built tools and help quickly sharing it with the stakeholders. In the present day fast-paced markets where the customer demands and trends are continuously evolving, it is impossible to achieve your goals with the traditional manual customer feedback methods. Here are the best practices to effectively collect and leverage the customer feedback data with the help of a digital customer feedback system:

Customer Feedback Best Practices: Set Goals and Objectives

Most of the time businesses failed to create a significant impact with their feedback campaign due to lack of planning and clear goals of the campaign. When you aimlessly collect customer feedback data, you try to collect as much data as possible, you try to utilize as many channels as possible, and so on. This maximize your efforts, and at the end you will fail to achieve any impactful objective. That is why it is crucial to set goals and define clear objectives of your customer feedback campaign before executing it. When you have a clear goal and set objectives as per your needs, you can collect precise data. Targeted campaigns always tend to produce more positive impact. For example, if you want to evaluate the customer experience then your feedback campaign’s objective is clear, even you can narrow down to a specific touch point in the customer journey and understand your customer perspective on it. If you are developing new products you need specific questions to ask, and so on. Such objectives will not only amplify the impact of the campaign but will also significantly reduce your efforts and expense. You can target different objectives for different audience group and maximize your insight in similar fashion.

Customer Feedback Best Practices: Set Goals and Objectives

Customer Feedback Best Practices: Customize the Process as Per the Objectives

It is important to customize the process according to your needs. There are different types of customer feedback each is used to collect a different type of data, furthermore sometime the feedback should come from a particular user/customer group and so on. Therefore it is important to customize your customer feedback process according to your objectives. Here are some common customer feedback types:

  • NPS Survey: The NPS or Net Promoter Score surveys are one of the most common metrics used to understand if your customer is satisfied enough to recommend your brand or products/services to others or not.
  • CSAT Survey: The CSAT or Customer Satisfaction surveys are used to understand what percentage of your customers are satisfied. It is a fragmented approach and usually used for specific processes, touchpoints or aspects of the customer experience.
  • CES Survey: CES or Customer Effort Score surveys are used to understand how easy or difficult it is for the customers to get something done. It is used to evaluate customer journey, internal processes, service mechanisms and various other processes.
  • Long Surveys: The long surveys are usually used to get detailed insight and to acquire in-depth knowledge on a particular subject. The long surveys usually can have up to 30 questions or even more and it is a great tool to get comprehensive details and customer opinion.

You should choose the right process to collect the right data. That is the key to success of your customer feedback management activities. The modern customer feedback systems provide intuitive tools to easily and quickly create multiple surveys and push them through multiple channels. You can even schedule the surveys and you can also set triggers, such as you can send post-sale satisfaction survey via email as soon as someone make a purchase or visit your service center, etc. That is why it is important that the customer feedback process you chose should be able to server the purpose.

Customer Feedback Best Practices: Customize the Process as Per the Objectives

Customer Feedback Best Practices: Integrate Multiple Channels

Integrating multiple customer feedback channels is also crucial for getting the desired results. For any customer feedback campaign there are two major aspects, one is the quality of the feedback data and the other is the quantity of the feedback data. Your questionnaire, the language of your survey, the timing and several other factors will determine the quality of the feedback. However, the quantity of the feedback largely depends on asking the question at the right time and through the right channel. Your customers would be divided into various groups based on the products/services they purchase, their demographics and also their location. Different audience group would prefer different communication channels and the customer feedback survey type will also impact on the channel you would use. For example, if you have a 30 question long survey, you might not want to put it on in-premises touch screens or tablets, because 30 questions might take 10 to 12 minutes and no customer would want to spend that much time after getting the service, for such surveys, the emails and online links are the best. That is why you should integrate multiple channels such as emails, SMS, touchscreens/tablets, website forms, mobile applications, QR codes, social media, etc. Multiple channels will boost the quality and quantity of the data.

Customer Feedback Best Practices:Integrate Multiple Channels

Customer Feedback Best Practices: Close the Feedback Loop

A multichannel customer feedback collection campaign can produce a wealth of valuable business intelligence data. But it doesn’t have any value unless it is utilized effectively. In order to get the full benefit of customer feedback data you should analyze it, share it with relevant leaders and stakeholders, take actions on the bases of conclusions you made and then follow up with the customers to let them know what is done regarding their concern, suggestion, complaint or feedback. This is what is called a closed loop customer feedback campaign. It is important to classify your feedback data on the bases of various factors, such as the priority, urgency, volume, etc. This categorization and classification will help you to incorporate the conclusions and reports of the feedback data in planning and decision making processes. The customer feedback data should be shared with relevant managers, business leaders and any other stakeholders to increase its positive impact. Once the actions are taken or plans are set, a follow up with the customers could further help you gain customers’ trust. The customers took time to share their thought, suggestions and opinion, so it is important to respond back to them by telling them that their voice is heard and some actions been taken, this will also strengthen their relationship with the brand. That is why closing the loop is important for any customer feedback management campaign.

Customer Feedback Best Practices:Close the Feedback Loop

Customer Feedback Best Practices: Make it a Continuous Process

Here in Dubai and all around the UAE the most common mistake businesses made is to execute a customer feedback data collection campaign for a definite period of time and then stopped it. The service sector is much better in this regard, the service-based businesses usually collect customer feedback on regular bases, and especially in the service center they deploy permanent touch screens or tablets, to continuously collect customer feedback data. However, that is not enough, you need a strategy for continuous customer feedback drive. The customer feedback is a crucial business process hence should be treated the same. The regular customer feedbacks will help you increase customer engagements and will also keep you informed about the latest updates in the markets and continuously evolving market trends. Regular email based surveys are proven to be very effective. Furthermore the businesses can utilize their corporate website, social media, SMS, mobile application and dedicated customer feedback forms along with their important campaigns. This will help you establish a strong connection with your customers and it will tell them that their voice will always be heard. A digital customer feedback system is a great tool for the modern day customer feedback management it allow scheduling regular and time-based campaigns and also allow businesses to execute special or occasional campaigns as per their needs.

Customer Feedback Best Practices: Make it a Continuous Process

Conclusion

The customer feedback have become a crucial business process in the modern fast-paced and rapidly evolving markets. Businesses needs to cover their blind spots, sometimes guessing work and market research is not enough, you must have to ask your customers about their linking, disliking, their preference, their needs, their desires and their expectations. The customer feedback management will provide you a framework to streamline and organize your customer feedback campaigns. A digital customer feedback system is a very powerful tool, it help maximizing the outcome and impact of a customer feedback campaign and it greatly help businesses in reducing the resources, expense and efforts to conduct a customer feedback drive. The customer feedback provide you innovative ideas which you can use in product development processes. It will help you highlight the areas of improvement and will provide you a better evaluation of you internal and external processes. In the present day the customer feedback can be used to evaluate and improve anything from communication to product features and even the employee behavior, everything can be improved if you have accurate and in-depth insight.

In this blog we have listed the best practices to conduct a customer feedback campaign and to improve your customer feedback management process. If you want to learn more about the subject or if you want our help to implement a modern highly effective and tailor-made customer feedback management system for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: The Impact of Self-Service Kiosk on Customer Behavior

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How to Collect HR Customer Feedback?

Posted on February 10, 2023 by admin

How to Collect HR Customer Feedback?

For any business the HR department’s main job is to provide and retain the required talent. Required skillset not only help maximizing the outcome and quality but it also help businesses optimizing the cost and expenses. Talent hunt alone is not enough because you will also have to motivate your skilled employees, and you have to ensure your employee also remain happy and satisfied in order to reduce employee turnover. The employee turnover is always a big problem for the HR, as when an employee left, the HR will have to fill the space, then the new employee also require training, time to adjust and integrate in the teams and organizational culture which cause could cause noticeable decline in efficiency. Furthermore the HR must also have to keep employee happy and satisfied. There are several factors that contributes to employee happiness, one of the most important is to address their problems and needs. Moreover the HR department is also responsible for the performance management tasks. Which means intensive monitoring and a fully structured framework to deal with the problems with a highly systematic approach. High-performing employees are a key to long term success.

How to Collect HR Customer Feedback?

When it comes to employee performance management or employee satisfaction one of the most crucial part is collecting the feedback. The employee feedback will provide you a highly accurate and in-depth understanding of their needs, demands, desires, expectations, strengths and weaknesses. Businesses in Dubai and all around the UAE are already transitioning from a traditional annual review system to more modern and agile performance management practices. In all that the feedback plays a crucial role, more frequent and well-organized feedback can be a game-changer. Employee feedback also plays crucial role in employee retention as it provide your employee a chance to give their say and to get them heard. For the HR the employees are the customers who use their services, and the HR department will have to keep them happy, motivated and loyal with the organization. In this blog we will discuss how to collect HR customer feedback effectively to be able to leverage the full potential of the feedback data.

How to Collect HR Customer Feedback?

Collecting HR Customer Feedback Data

There are many ways and methods to collect HR customer feedback data. However, most of the traditional practices lack the required accuracy and quality of the data. In the modern fast-paced world the businesses need a bit more engaging approach to maximize the impact of their HR customer feedback drives. The ideal way is to utilize a digital customer feedback system. The digital customer feedback system is a software based tool which provide HR managers a lot of useful features, help them automate several processes, raise the data quality, gather analytical data and offer a variety of other benefits. The traditional methods are manual, which usually inherit a lot off issues, the poor data quality, difficult analysis and customer unhappiness reduce the impact of the feedback campaign and undermine its purpose. Therefore the ideal is to collect HR customer feedback data with a professional customer feedback system. Here are the market proven best practices to collect HR customer feedback data more effectively and efficiently.

Collecting HR Customer Feedback Data

HR Customer Feedback: 360 Degree Performance Reviews

The 360 degree performance review or is an employee feedback which is gathered by multiple sources to evaluate the employee’s performance and behavior. Usually the 360 degree employee feedback is taken from the managers, supervisors, peers, team leads, subordinates, cross-department relevant personals, and even sometimes external sources such as customers and suppliers, etc. The 360 degree feedback is usually collected via a dedicated feedback form or survey. The customer feedback system will help you setup quick surveys and also allow to you share them automatically with relevant stakeholders. This biggest problem with the 360 degree feedback surveys is that they are complicated, difficult to set up and for different job roles the questionnaire can different from a very few questions to completely different which makes the process lengthier. However, with the customer feedback system the HR can streamline many steps, they can leverage the automation and they can also automatically analyze the data with in-built analytical tools. The 360 degree employee feedback is one of the most impactful HR customer feedback type that is why it is also more crucial.

360 Degree Performance Reviews

HR Customer Feedback: One-on-One (1:1) Meetings

After the famous 360 degree employee performance reviews, the second most important HR customer feedback is the one-on-one meetings. In one-on-one meetings the employee and the manager sits together to discuss a pre-set agenda and to draw conclusions which will have far reaching impact on the employee performance and overall productivity of the organization. Any good HR customer feedback system will provide a dedicated module for the one-on-one (1:1) meetings. The one-on-one meetings are of two types, one is regular and one is formal, the formal one have slightly more structured format, but more or less both have similar objectives. The one-on-one meetings have huge individual level impact on the employees, it gives them a chance to openly express their concerns and help strengthening the relationship between the employees and the managers. The HR customer feedback system help improving the quality and outcome of less structured one-on-one meetings and performance reviews.

One-on-One (1:1) Meetings

HR Customer Feedback: Skip-Level Meetings and Reviews

The skip-level meetings and reviews are an excellent performance feedback tool. In skip-level meetings the two participants are a senior manager and the sub-ordinate of the employees who report to the senior manager. For example, the production manager reports directly to managing director, and a production engineer or supervisor reports directly to the production manager, the skip-level meeting will be between the managing director and the production engineer or supervisor. Basically the skip-level meetings skips one or more managerial levels and it is a great tool to establish a relationship between the senior management and the employees. It can greatly help in motivating the employees while at the same time it can provide a very direct insight to employees. The direct feedback whether positive or negative will help senior management to take quicker actions and connect with the employees on a large scale. It is also very encouraging and motivational for the employees as they feel that someone very senior is interested in their opinion and concerned for their problems.

Skip-Level Meetings and Reviews

HR Customer Feedback: General Employee Feedback Surveys

Obviously there are different methods for collecting different types of HR customer feedback data. However, all these are highly subjective and cover only their respective fields. There are generic employee feedback surveys which are used to fill the gaps. The generic HR customer feedback surveys are a great tool to address a much wider range of topics and can produce a highly valuable feedback data. Usually businesses use the general employee feedback surveys to understand the employee experience and satisfaction along with their career development and growth opportunities. Businesses also use general employee feedback surveys to understand the effectiveness and impact of their different programs and efforts on employees, such as training, organizational culture, reward programs, and various other aspects that might not be covered efficiently in the regular forms of the HR customer feedback. The HR department is also interested in understanding the employee’s perception about the workplace and what can be done to improve employee satisfaction which will help reducing the employee turnover.

General Employee Feedback Surveys

HR Customer Feedback: Onboarding/Off-boarding Interviews

The onboarding and the off-boarding/exit interviews can provide a great insight to various important aspects of both processes and the employee lifecycle. The onboarding interviews are a standard hiring practice, but they can be done for multiple time at different stages, including one interview after some time of the joining. The onboarding interviews are used to improve the hiring process to make sure you will attract the right candidates. Furthermore the interviews that are conducted after joining will help HR to understand the employee expectations and their experience. The onboarding interviews and surveys also offers the same benefits as one-on-one performance reviews that is why they are very important. The HR customer feedback system help HR leaders and management to get the maximum out of both onboarding and off-boarding interviews. The off-boarding or exit interviews are part of a standard off-boarding process. These interviews and feedbacks help HR understand the employee satisfaction and retention related aspects. Both onboarding and off-boarding interviews are a great source of valuable HR customer feedback data.

Onboarding/Off-boarding Interviews

Conclusion

The HR department has very important and critical tasks, it the HR department that make sure that the business will have the needed talent and skilled workforce to pursue their goals with optimum efficiency. No matter how high-tech or advanced production unit you build, or how sophisticated IT infrastructure of business tools you implement, it is eventually the employees who will be using them. That is why it is important to nurture them and provide them a healthy environment and a collaborative organizational culture which help you achieve your goals and vision. For the HR department the employees are the customers, and the HR collects various different types of customer feedbacks in order to acquire a better and deeper insight to employee’s minds. When an organization develop its workforce, they proactively address the concerns and problems of their employees, and they take quick actions to make improvements and adjustments, only then the higher performance and operational efficiency can be achieved.

In this blog we have discussed the five most effective and impactful HR customer feedback types which will help our audience to understand the subject. If you want to learn more about the subject or if you want our help to design a high-quality, cost-effective and tailor-made HR customer feedback system for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: The Impact of Self-Service Kiosk on Customer Behavior

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The Impact of Self-Service Kiosk on Customer Behavior

Posted on January 23, 2023 by admin

The Impact of Self-Service Kiosk on Customer Behavior

The self-service technologies have completely changing the markets and have huge impact on customer behavior and their expectations from the business. The interactive self-service kiosks have started as an ATM machines, initially used by the banks alone. Later on different industries realized their potential, the technology got cheaper and widely available and in present days, all world-class manufacturers are investing heavily in research and development for improving interactive self-service technologies. This is the reason today we are seeing self-service interactive kiosks everywhere, whether it is a utility bill payment kiosk at the front of a grocery store or at your building’s entrance or whether it is a self-boarding interactive self-service kiosk, from very basic to most complex and crucial services are being offered through these interactive self-service kiosks. Here in Dubai and all around the UAE the competition is usually higher, the markets are very dynamic and the customers are tech-savvy. This require businesses to emphasize on digital experience and all customer facing channels. The interactive self-service kiosks in particular are designed to improve customer experience and journey that is why it is important to understand how these system works and how the customer behavior got changed by these kiosks.

See Also: Self-Service Kiosks in Retail: Revolutionizing the Shopping Experience

The Impact of Self-Service Kiosk on Customer Behavior

The benefits of implementing self-service solutions and interactive self-service kiosk has become apparent and businesses are investing heavily in self-service solutions, especially in interactive self-service kiosk. You can visit any government or public office and without waiting in long queues you can avail the service through the self-service kiosk. You can go to a restaurant and place an order from the interactive self-service kiosk which provide full details about all the menu and promotional items and also freedom to take your time in placing your order. On top of that you can also make payments using multiple payment methods. Similarly the interactive self-service kiosks are making lives easier for the customers and businesses in many other industries such as education, healthcare, HR, Hospitality, retail and many more. The businesses and organizations use self-service kiosk to improve their efficiency and to tap into unexplored markets. Usually opening up a new branch or service center is a very lengthy and expensive process, instead one or two interactive self-service kiosks will allow you to reach out to the targeted audience without breaking your accounts. These are a few reasons why the interactive self-service kiosk are gaining so much popularity. In this blog we will discuss how an interactive self-service kiosk is impacting on customer behaviors and what businesses need to know to make sure they align themselves with their customers’ demands, needs, and expectations.

See Also: 10 Customer Self-Service Best Practices to Power Your Contact Center Results

Customer are Preferring Self-Service Kiosks Instead of Regular Service Counters

There has been several studies all around the world which have revealed that the customers are preferring interactive self-service kiosks instead of traditional service counters. Especially the people ranging in the age group of 18 to 35 are more likely to go for an interactive self-service kiosk instead of the service counter. There is a reason why this age group is more inclined towards self-service kiosks, that is because of this age group is much more familiar with technology than older generations. Especially the Gen Z. these people are born in an environment and culture where the technology revolution have started and taken over everything. Now a days here in UAE almost 99% of the population is connected with the internet and almost the same percentage of population owns mobile phones. The average time spend on the mobile phones and internet is almost 7 to 8 hours daily, out of which 3 to 4 hours are spent on entertainment, communication and social media platforms. The interactive self-service kiosks also comes with a large flashy touch screen which looks very familiar with the modern smartphones, people feel comfortable doing a task on the touch screens because it is convenient, super-easy, and quick. Furthermore the self-service kiosks provide more comprehensive information and offer more freedom of choice which also attract people to go for the interactive self-service kiosks.

Customer are Preferring Self-Service Kiosks Instead of Regular Service Counters

Customer are Purchasing More from Self-Service Kiosks

The small businesses, retail stores, restaurants, fast food outlets and many others like these invest a lot of efforts in boosting their upselling. For that they train their staff and design the cash counters in a way that it can attract more customers to offers, promotions, discounts, etc. which help them boost their upselling and increase average order value/size. That is such a great strategy however, most of the time especially during the busy hours, the cashiers and sale staff tend to pay less attention toward pitching new products or add-ons to the customers, sometime staff can also forget about it at all and so on. However an interactive self-service kiosk never forget nor stopped showing promotional content, and items during the customer journey to encourage them to buy more. Furthermore the market studies have also revealed that when customers use an interactive self-service kiosk the average order value rises. This is due to the ability of the self-service kiosk system to offer personalized experience to the customers, it can also offer products and promotions that are relevant to the customer’s current selection or past order history. It can also push best-selling or top-rated products during the purchase process which increase the chances of conversion and it can also offer products based on the demographics of the customers which also help increasing the order volume. The self-service interactive kiosk offers an intuitive UI (user interface) and the purchase processes consists of different steps, the self-service kiosk can push different products on different stages along with features to explore more add-ons and such products while the customer remains at what they are doing. All such features help increasing the average order volume and boost your upselling. That is the reason customers tend to order relatively bigger on the self-service kiosk.

Customer are Purchasing More from Self-Service Kiosks

Customers Feel More Freedom and Less Social Pressure when Purchasing from a Self-Service Kiosk

Studies have shown that a majority of people are somewhat introvert, and most of the time even if they are not introvert they tend to avoid unnecessary social interactions. In fact in the banking sector a huge percentage of customers are one who prefer to solve their problem by themselves or by digital channels rather going straight away to a customer center or bank branch. This behavior is very common among service sector. Especially when customers are in a queuing situation they tend to feel more pressure. In such scenarios, even if only one or two customers are behind, the customers tend to try to conclude everything quickly to make way for the next customer. This can prevent them from asking several things or making enquiries about products or services, which obviously results in less sales. People tend to spend less time on the counter conversing with the cashier or service agents, however, when a business or organization offer them interactive self-service kiosks they don’t feel any such pressure. They can spend as much time they want in exploring more products on interactive touch screen kiosks. They don’t worry about any hesitation of conversing with the staff or any such thing. This is also another reason of higher average order volume/size via the interactive self-service kiosk. Furthermore the on an average a customer is hesitant in initiating upsell, but in case of interactive self-service kiosk they have full freedom and convenience to search for products, do comparisons or consider on-screen suggestions, etc. which help increasing the upselling and also generate more revenue for the business.

Customers Feel More Freedom and Less Social Pressure when Purchasing from a Self-Service Kiosk

Customers are Accessing Services More Frequently via Self-Service Kiosk than Service Center

Another very impactful change in customer behavior is that they are preferring to access and avail services more frequently from self-service kiosks than comparing to a traditional service center. Let say if on an average a customer is visiting the service center once or twice in a month, then the might be visiting the interactive self-service kiosk four to six time a month. This frequent interaction help engaging customers and nurturing their relationship with the business. Think of an ATM, if each time when we need to withdraw money we will have to visit a bank branch, we will have to sit in waiting areas, we have to sign checks and everything, we will prefer to do it once or twice a month to prevent all this effort. However, as we are using the ATM machines to withdraw money, we don’t give it a second thought, we just approach the nearest ATM and withdraw money, no matter if we do that 4 times a month or 10 times a month, it is extremely convenient and require much less effort and time. The same trend has been witnessed in almost all service based industries. The interactive self-service kiosks also offer another excellent feature which is the 24/7 availability, which also contributes to this trend. If a customer has to visit a bank branch or a service center or a store, they will have to reach there within their working hours, then there would be weekends too. So the customers will have to plan a visit first, they might have to leave office early or they might have to take half day off in order to visit the business. However, with the interactive self-service kiosk they can avail and access the services anytime they want, even at the weekends too. High availability, easy access and convenience are admired by the customers and that is why they visit interactive self-service kiosk more often than a traditional service counter.

Customers are Accessing Services More Frequently via Self-Service Kiosk than Service Center

Customer Happiness and Satisfaction is Higher at Interactive Self-Service Kiosk

In the modern day and age the customer experience have become the top priority of businesses. Different industries in Dubai and all around the UAE are already transitioning from a sales-oriented to a customer-centric business model. This is due to the fact that customers give more importance to experience, in fact according to several international studies, the customers puts experience equal to quality of the products/services. The customer happiness and satisfaction is directly linked to their experience, a bad experience will cause unhappiness and eventually the customers will leave you, a good experience will bring them closer to your brand and help you nurture the relationship to convert happy customers into loyal customers. The customer loyalty is considered to be the foundation of the growth and success. An interactive self-service kiosk offers many features which help businesses enhance customer experience and increase their happiness and satisfaction. The long waiting time is one of the major cause of customer unhappiness. The self-service kiosk offers quick and easy access to services for 24/7 without any waiting queue hence the customers can access the services anytime they want. The customers can access a wealth of information by just a tap on the touch screen, which is very helpful. The interactive self-service kiosks offer excellent personalized customer experience which led to satisfactory interaction. The customers can have more freedom, control and error free transaction which increase their happiness and satisfaction.

Customer Happiness and Satisfaction is Higher at Interactive Self-Service Kiosk

Conclusion

The self-service technologies have improved significantly since their inception, moreover the self-service solutions are win-win situation for both the customers and the businesses. The businesses can expand very quickly by deploying interactive self-service kiosks instead of opening up new branches, regional offices and service centers. That is why businesses quickly adopted to self-service solutions. Earlier the self-service kiosks was used to offer basic services but with the technological advances and easy availability, the modern interactive self-service kiosks can offer highly complex services which could involve document scanning, customer authentication, verifications, payments and much more. Here in Dubai and all around the UAE the interactive self-service kiosks are very common, everyone knows the humble utility bill payment kiosks enabling us to pay our bills at the last moment, and a bit more sophisticated self-service kiosks such as at immigration or government offices, where highly sensitive and crucial work is done. This is due to the convenience and simplicity that is inherited in self-service solutions. Above all the population of the country is also very well-versed with the modern technologies and generally people are very comfortable with the digital interaction. The deeper penetration of technology in our daily lives and the rise of interactive self-service kiosk not only offers convenience but it also started impacting customer behavior.

In this blog we have covered important behavioral changes that occurred over the past few years due to the interactive self-service kiosks. If you want to learn more or if you want our help to build a highly effective tailor-made interactive self-service kiosk solution for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Custom HR Customer Feedback Tool for Businesses in Dubai

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How to Collect Feedback using Customer Feedback Tool

Posted on January 20, 2023 by admin

How to Collect Feedback using Customer Feedback Tool

Businesses in Dubai and all around the UAE are proactively managing their customer feedback drives. As the customer feedback data is considered to be one of the top driver of growth in 2023. There are strong reasons to consider customer feedback data as a primary driver for growth, it is majorly because the entire world is transitioning from sales oriented to customer oriented business models. Due to deep penetration of the internet and smartphone technologies, the information are available on a few clicks to everyone and even in their native language. The availability of information and exposure to global markets have completely transformed the customer behavior in all countries and regions. The UAE is already one of the most modern and technologically advanced country in the world. The internet penetration in the country is 99% and almost similar population also uses mobile phones and other means to surf the internet. This is what provide your customers with more exposure about the products, services and competition in the market. Hence the customer demands and desires raised so much so that each year since past decade shows a rising trend in customer demands, needs and expectations. This is what compelling businesses all around the world to shift their focus from sales oriented business practices to customer oriented business models. When we say customer oriented business model it simply means where your policy decisions and major strategies are heavily influenced by the customers’ needs, demands, desires and expectations.

How to Collect Feedback using Customer Feedback Tool

Why Feedback is So Important & Why a Business Needs a Customer Feedback Tool?

When your customers are your top priority the guess work or your intuition is not enough. It is not the question of your experience and capabilities to understand the market and customers, but in fact it is all about the market trend and customer behavior which is subjected to change very rapidly. That is why it is extremely important to understand customers’ needs, expectations and demands from their perspective. Businesses implement several solutions, technologies, IT infrastructure, adopt to modern manufacturing or product development practices, hire talented staff and much more, even then they are unable to achieve their high-level organizational goals and objectives. This is because they are not considering the most important aspect which is the customer opinion. No matter how much you have invested, the only way to evaluate your efforts and investments in architecture, infrastructure or staff is to ask your customers directly of what do they think about it, whether they liked it or not, what they are expecting from your, what do they need, what are their problems and what they like/dislike about your products and services, etc. A customer feedback tool is a software based solution which collects customer feedback from multiple channels and converge it to allow management to analyze the data from various sources. The customer feedback tool provide a structured framework to execute your feedback data collection campaigns and produce highly well-organized results and data which can be easily integrated in the decision making and strategy building processes to maximize the impact of the feedback campaign. Which is impossible with traditional manual feedback form methods or other outdated practices.

Why Feedback is So Important & Why a Business Needs a Customer Feedback Tool?

How to Collect Customer Feedback with a Customer Feedback Tool

The customer feedback tool is a software application, usually it is hosted on a server and works in both online and offline channels. Furthermore the businesses can integrate several channels to push the surveys and feedback forms to the customers such as Email, SMS, WhatsApp, Social Media, Websites, Online Links, QR Codes, Mobile Applications, Customer Portals, Idea Boards, Interactive Self-Service Kiosks, Tablets and Touch Screens, Digital Signage, etc. In this blog we will discuss how a business can easily collect customer feedback data with better quality using a customer feedback tool.

Collect Customer Feedback Data Regularly

The traditional customer feedback collection is manual, take a lot of resources and time and then it is another huge task to digitalize the feedback data to be able to perform different analysis on it. However, with the customer feedback tool all the data is in digital format, the customer feedback tool offers in-built analytical and reporting tools which help managers to process large quantities of data within seconds. The customer feedback tool also allow managers to configure different customer feedback campaigns and collect feedback data on regular bases. It is easier to design and manage different types of customer feedback surveys with the customer feedback tool such as:

  • NPS Survey: The NPS Survey or Net Promoter Score is one of the most common type of customer feedback which is used to measure the customer loyalty. Setting up NPS Score survey is quick, the data collection and analysis is fully automatic and the managers can easily schedule these campaigns on different channels.
  • CSAT Survey: The CSAT Survey or Customer Satisfaction Surveys are used to measure the customer satisfaction. These surveys can be used at different stages of customer journey to measure their overall satisfaction with your products, services, employees or experience. The data collection and basic analysis are fully automatic which can save a lot of time and efforts.
  • CES Survey: The CES Survey or Customer Effort Score surveys are used to evaluate the customer journey and different internal processes. The customer effort score is a great tool to improve various internal processes, touch points and customer journey. It offer likert scales, happiness meter, rating gauge and other useful options to collect high-quality data.
  • General Feedback:The customer feedback tool allow managers to create generic feedback forms and short/long surveys. There is a variety of different question types that can be added such as conditional logic, language selection, multiple choice, rating scales, happiness meter, likert-scale and many more which makes it easier to setup any type of survey.

Furthermore the customer feedback tool also allow the managers to schedule different campaigns. They can also push different surveys on different connected channels for example, the NPS score survey can be pushed through website prompts, mobile apps, etc. and the customer satisfaction survey can be conducted via the touchscreens or tablet within the business premises and so on. Furthermore the managers can also schedule customer engagement surveys, product development surveys, transactional surveys, and much more via the customer feedback tool. This ability to quickly setup a survey and launch a feedback campaign in minutes can save a lot of time, efforts, and resources and obviously cost also which is why the customer feedback tool is the best solution for customer feedback management.

Collect Customer Feedback Data Regularly

Collect High-Quality Product Development Feedback Data

The product development is essential and most crucial business function. Every business want to increase the sale of their products and services. For that they should develop products which are aligned with the customer needs and market trends. The product development is not a one-time process, in fact it is a continuous process. The businesses should continuously improve their products and services if they want to stay relevant in the market. Especially in Dubai or anywhere in the UAE where the market changes very quickly, the customer demands and expectations are very high and keep growing, the competition is tough and the innovation is considered to be the foundation of a modern business, the product development process become much more important and complex also. The businesses spend huge revenue on market research, prototyping, testing and developing new products and services. Most of the time they failed to adequately integrate the voice of their customers in the process. That is why it is crucial to have a highly structured and well-managed customer feedback campaign for the product development processes which will help businesses continuously evaluate their existing offerings and also keep an eye on market trends and ever-growing customer demands and expectations to get ideas for the new product development. The customer feedback tool help you quickly and continuously collect the product development feedback and analyze it with in-built intelligent analysis tools. The customer feedback tool also help sharing important information with the stakeholders and relevant departments in a fully or semi-automated way which further improve the impact and usefulness of the product development feedback data.

Collect High-Quality Product Development Feedback Data

Collect High-Quality Customer Service Feedback Data

The customer service is a critical component of any success strategy. Businesses must have to offer an excellent customer service, because the customer service impact the customer experience and bad or poor customer experience will cost you valuable customers and it is also one of the main reason of high customer churn rate. It is crucial to keep your customer service aligned with your customers’ needs, desires and expectations. Several worldwide studies have revealed that the customers put experience equally important as quality, most of the customer are willing to pay extra if they are provided with extra care and good service. That is what make customer service so important. Especially in a marketplace such as Dubai or all across UAE where the customer shave tons of options available they will never hesitate to switch if the service is bad or even mediocre. The first thing to improve your customer service is to understand what your customers need, what you are offering them right now and where your customer service is lacking. In order to evaluate your customer facing employees, media channels, and the actual quality of the service you are offering the customer feedback is the right tool. The customer feedback data for the customer service will provide you an in-depth insight to your customer service and everything related to it. Businesses can easily collect customer feedback data using a customer feedback tool which provide instant feedback at service counters via touch screens or tablets, or via an interactive self-service kiosk at the entrances/exits, etc. or via email/SMS after the service. The customer feedback tool also provides highly structured, organized and good quality data with ability to analyze it with in-built tools and to export and share conclusive reports with the stakeholders instantly which help businesses to get full benefits of the customer service feedback data.

Collect High-Quality Customer Service Feedback Data

Quickly Create and Share Long-Form Based Surveys with a Large Audience

Traditionally the customer feedback is collected via small surveys with less than 10 questions. The popular customer feedback methods have very less questions such as the NPS score usually have 1 question with a follow up open-ended questions, the CSAT score usually have 1 or 2 questions, the CES surveys have only a few (up to 5) questions, and generic surveys usually have less than 10 questions. These surveys are a great tool to collect valuable customer feedback data from a larger audience and on continuous bases. However, businesses do need long-form based surveys which could have up to 50 questions in it. Usually the long-form based surveys are designed to collect more in-depth insight and comprehensive details which can be highly subjective or focused on one particular aspect, or can cover multiple related matters. There are two categories of long-form surveys, the first one are used to target a large audience such as your existing customers or for your email list. The second category is even larger questionnaires which is designed for power-customers, focused groups, industry experts, or such audience. The number of time spend on these questions is not linear, it depends on the overall length of the questionnaire and the complexity of the questions also matters. However, there is a general pattern, longer the questionnaire is the time spend on each question is less. The customer feedback tool will allow you to categorize your audience automatically or manually and help you prepare separate audience groups. This feature help the management to quickly share the surveys with thousands of users via a few clicks. Furthermore there are several other analytical reporting which help you understand the behavior of the users and will help you to improve the quality of your questionnaires in future. And all these benefits are impossible with the manual customer feedback collection methods.

Quickly Create and Share Long-Form Based Surveys with a Large Audience

Easily Collect Customer Feedback Data from Multiple Channels

Another great feature of a customer feedback tool is that it help businesses reach out to their targeted audience by utilizing multiple different and most convenient channels. Here in Dubai and all around the UAE people tend to use different digital communication channels and social media. A strong online presence require a business to tap into a multitude of different digital channels in order to engage with their entire targeted audience. Mostly different audience group prefers different digital channel for example, some of your customers are more responsive in social media and some are not, some might be quicker to respond via WhatsApp and some might prefer a direct call, etc. This is why in order to engage your entire targeted audience a business needs to integrate a multitude of digital channels. Same is applicable for the customer feedback surveys. A good customer experience manager will always make a customer feedback management strategy which utilizes different digital and communication channels. Sometimes you can simply share different surveys on different channels but sometimes you will have to share the same survey to your entire audience. This is when the collection of feedback data and performing analysis on it and preparing actionable reports can become very challenging. However, a customer feedback tool will help you to integrate all channels within the system. For example you are seeking to conduct a NPS score survey, with the help of a customer feedback tool you can push it to your social media, WhatsApp, Email, SMS, website, mobile apps, customer portals, and each and every channel that you might be using to communicate to your customers. The data collected from all of the channels will be automatically stored in a unified repository which makes reporting and analysis very simple. And all this can be done with a few clicks at your customer feedback tool’s dashboard.

Easily Collect Customer Feedback Data from Multiple Channels

Utilize Fully Automatic Customer Feedback Collection Features

The digitalization drives the automation and the automation brings efficiency and convenience. The customer feedback data collection was not an easy task, thanks to the digital customer feedback tools businesses can not only cut the cost of the campaign by implementing a customer feedback management system but they can also greatly improve the quality of the data. The digital customer feedback tool also help businesses utilizing the customer feedback and integrating it in their internal processes. The automation is something that is always admired by the businesses, think of a call center who always call a customer after they make a purchase to ask them about their experience and then manually collect their feedback. How much will it cost you? Now think of a customer feedback tool which you have acquired once and if it is a customized tool then there would be no subscription cost or reoccurring fees, etc. Which one do you think would be more cost efficient? Obviously it is the customer feedback tool. The customer feedback tool have ability to collect customer feedback fully autonomously. For example the transaction surveys are considered to be most important for improving your service quality and customer experience. Every time a customer made a purchase the customer feedback tool will automatically send them a survey via Email, SMS, WhatsApp, In-App Notification, or any other channel. Whenever a customer will contact your customer service center and their complaint is resolved, the system will automatically send them a satisfaction survey to learn their opinion about their experience. The NPS surveys, the customer engagement surveys, and many other can be configured to be send to your customers automatically according to the pre-set riggers. Such features significantly improve the feedback quality and help businesses increase customer engagement and also very helpful in closing the feedback loop.

Utilize Fully Automatic Customer Feedback Collection Features

How Customer Feedback Tool Helps Analyzing the Customer Feedback Data

Collecting customer feedback is just one part of the process. The customer feedback management process is a very complex and lengthy process. There is no point in collecting tons of feedback data if you can’t utilize it to make improvements. That is when the data analysis and reporting comes in to play. The customer feedback tool is a digital tool, it collects the customer feedback data in digital formats, which makes analysis easy and quick. Furthermore the customer feedback tool also provide in-built data analytical and processing tools, which help managers quickly prepare customized reports and draw conclusions which could have taken months with the manual feedback data collection and processing methods. Furthermore the customer feedback tool also help businesses to set alerts and notifications to quickly respond to problems occurring at your service center, for example, let us suppose in one of your service center the customer satisfaction survey is going on, if the negative or unhappy feedback exceeds the 20% the branch manager, the head-office or any other relevant person should be informed via email, dashboard alert or even via SMS to let them take quick actions to fix the problem. Furthermore the customer feedback tool also help automatically sharing the feedback data and information with the relevant teams, managers, and concerned persons. All these features are very helpful in improving the effectiveness and impact of the customer feedback management process. Here are a few important advantages of using a customer feedback tool to collect and process customer feedback data:

  • Identify Loyal Customers and Potential Churners: Identifying loyal customers is crucial to nurture them to make sure they remain loyal. Similarly identifying the possible churners will help you get in touch with them to further learn about their concerns and problems.
  • Improve Customer Relationship:The customers who shared neutral or negative feedback can be turn into happy and satisfied customers, if you identify them and follow up with them to understand about their problems and then with a little bit or nurturing you can make them loyal.
  • Focus Your Attentions Where Needed: All businesses have different customer segments or groups which they target differently, collecting and analyzing the feedback from different audience groups will help you understanding which customer segment need more attentions.
  • Improve Products and Fix Defects/Bugs: The customer feedback will help you identifying the features your customers appreciate and the features they don’t like, the customer feedback can also be used to identify defects or bugs in your products and system which can be a great help.
  • Align Product Development with Customers: The product development customer feedback surveys are specifically designed to understand customers’ needs, expectations, desires, demands, and market trends which can greatly help aligning your product development process with your customers and targeted audience to maximize the product success.
  • Understand and Improve Customer Journey: The customer journey is designed to quickly and conveniently deliver to the customers what they need form you. The customer feedback data will help you identify the problems and weaknesses of customer journey.
  • Improve Communication and Marketing: The marketing is all about communicating the right message in the right tone. The customer feedback data will help you evaluating and improving your communication which help increasing conversions and strengthen your relationship with your customers.
  • Increase Customer Loyalty: The loyal customers are the foundation of the success. They advocate for your brand and do repeated business which is good for higher profitability. The customer feedback data will help you identifying the loyal customer base and rewarding them or pleasing them with exclusive offerings to increase their loyalty.
  • Increase Customer Engagements: The customer feedback data will help you understand your customers and their needs, you can easily align your communication, content, features and other aspects of the customer journey to maximize the customer engagements.
  • Minimize the Customer Churn: The customer feedback data will help you identifying the problems and obstacles in the customer journey which will help you identifying and rectifying the causes of customer churn to convert a potential churner into a sale.

The customer feedback is a great tool to align your entire business or organization with your customers’ needs, desires, and expectations. It help you identifying your strengths and weaknesses and it help you acquiring great insight about your customer facing resources and practices. You can also use customer feedback to analyze your internal processes and to evaluate your employees. It is a great tool to maximize the efficiency, progress, productivity and profitability of a business.

How Customer Feedback Tool Helps Analyzing the Customer Feedback Data

Conclusion

Businesses in Dubai and all around the UAE are well aware of the fact that customer feedback is important, however, most of the time businesses either don’t know how to collect customer feedback and what to do with it. The customer feedback management involves multiple steps, such as selection of audience, preparing the questionnaire or customer feedback survey form, collecting, processing and analyzing the customer feedback data, then segmenting your customers and audience groups accordingly. The later part is to take appropriate actions in light of the conclusions drawn from the customer feedback and then informing your customers about what has been done in the light of their feedback. This is called the basic customer feedback loop. However, these all parts are not as that simple, with the manual customer feedback collection methods the customer feedback data collection is difficult and very time and resource intensive. Furthermore processing the data requires a lot of resources and time and then analyzing it and drawing conclusions or preparing reports is another task. This is what makes customer feedback more difficult task hence businesses who follow manual practices tend to collect feedback very less often. In the modern fast-paced marketplaces such as Dubai or anywhere else in UAE the manual customer feedback methods are proven to be outdated and very less effective. That is why businesses have started adopting to more modern and technology based digital customer feedback tools.The customer feedback tool is a digital solution majorly based on the software application which is hosted on a server or online cloud space, this allow the customer feedback tool to integrate several digital and electronic medium and channels to collect customer feedback. The customer feedback tool not only solve all the problems that businesses were facing with the traditional manual feedback collection methods but it significantly improve the customer feedback management process.

It is crucial for a business to integrate multiple channels and reach out to the customers in a way which is most convenient for them. This will increase the feedback data quality and also the response rate. However, when we collect customer feedback from multiple channels the data processing and analysis can become more sophisticated. A good customer feedback tool has ability to collect customer feedback data form multiple channels and converge it is a unified data repository which makes analysis and report generation more simple. The customer feedback tool also provide in-built data analysis tools and sharing mechanisms. Furthermore the digitalization of the process also brings a lot of automation which help businesses conduct feedback campaign more frequently, in fact on regular bases without putting much efforts in it. The customer feedback tools also provide intuitive administrative interfaces which makes it easier for the managers to design all sorts and kinds of surveys and schedule automated or semi-autonomous campaigns.RSI Concepts is a leading customer feedback tool development company in Dubai, UAE. We provide our customers with highly effective and cost-efficient bespoke customer feedback management systems which perfectly fit their requirements and support their feedback collection processes. With a customized feedback tool a business can easily enable two or three people to perform the tasks of a large team. In this blog we have listed several methods of collecting customer feedback data with a customer feedback tool. If you want to learn more about the subject of if you want our help to develop a tailor-made customer feedback tool for your need, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Custom HR Customer Feedback Tool for Businesses in Dubai

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Custom HR Customer Feedback Tool for Businesses in Dubai

Posted on January 12, 2023 by admin

Custom HR Customer Feedback Tool for Businesses in Dubai

Business in Dubai and all around the UAE are eager to improve their internal performance and processes. The optimization of the internal and external resources is a key component in any success strategy. Every business wants to maximize the outcome of their limited inputs. No matter what industry you operates in or what is your size or business model, one thing that is common among all business is to achieve their long term goals which are always anchored with the growth and profitability. All across UAE the markets are growing rapidly, which is not only offering more opportunities but also raising the competition. High competition always lead to risen customer demands and higher market standards. In such scenarios if a business wants to grow then they must have to offer something which no one else is offering. Every business no matter what size it is, always have limited resources, hence they will have to utilize these resources intelligently in order to achieve their goals. A high-performing team of just 5 people could outperform an average or low performing team of 20 people. This is what makes performance management extremely important for a business’ success.

Custom HR Customer Feedback Tool for Businesses in Dubai

What is Performance Management and HR Customer Feedback?

The performance management is a process of aligning the employee’s objectives, goals, skills, competencies, development, and outcome with the high-level organizational goals and objectives. The performance management help businesses align their all available resources with their high-level and most important goals and strategic objectives which help businesses to maximize the outcome and positive impact of the employees. With an active performance management businesses can easily minimize the waste from their internal and external processes which help them generate high-quality outcome. Basically the performance management ensures maximum outcome with the minimum inputs or with the limited inputs it has capability to maximize the outcome. The performance management processes are essential for a business to optimize its resources and to minimize its expenses which results in higher profitability.

What is Performance Management and HR Customer Feedback?

The performance management is not only about producing higher outcome with limited resources but it is basically a process to gradually improve the skills, capabilities and productivity of the employees which eventually results in higher performance and help businesses achieve their goals and objectives.This may sound simple but it is a very complex, sophisticated and lengthy process. In order to amplify the performance of your employee you need to nurture them, improve their abilities, raise their morale and gain their loyalty. A satisfied and loyal employee tends to perform much better than an unhappy or unsatisfied employee. That is why the employee satisfaction is a fundamental goal of any performance management strategy. Businesses do many things to simplify employees’ work, to support them with their career, to encourage them and to build a good relationship with them. In fact these all activities are part of the performance management process. However, one of the most important and crucial part of performance management system is the HR customer feedback tool. In this blog we will discuss how a custom HR customer feedback tool can be helpful in improving your performance management process.

What is Performance Management and HR Customer Feedback?

What is Custom HR Customer Feedback Tool?

The HR Customer Feedback Tool is a software platform which is used to give and take feedback from the employees. Unlike any other traditional business tool or software the custom HR customer feedback tool is slightly different, as it is deeply integrated with the central information center of the organization and employee database. Usually the HR is responsible for managing the platform but the gathered data is shared with higher management, relevant employees and field managers, supervisors, department heads, team leads, stakeholders and other relevant personals who need the data. The word custom in Custom HR Customer Feedback Tool is of great importance. There are two major categories of software development, one is called COTS or commercial off-the-shelf software solution and the other is custom software development solutions. The COTS are ready-made tools and apps that a business acquires, however, the custom software development is a more effective approach and it allow businesses to have a tailor-made software and application which fully meet their needs which is not possible in case of COTS. That is why we are discussing only custom HR customer feedback tools.

What is Custom HR Customer Feedback Tool?

How to Develop a Custom HR Customer Feedback Tool for Businesses in Dubai?

The custom HR customer feedback tool is developed following the same procedure as for any other software application. The processes begins with the discovery phase, where the needs of the HR department or any other stakeholder are gathered and then a charter of the scope of software is formed. Usually business outsource such development tasks and acquire services of a professional custom software development agency in Dubai, such as RSI Concepts. However, here is a short step by step guide which will help you execute the project:

  1. Requirement Gathering:This is an important phase, it involves understanding the requirements for your HR customer feedback tool. Businesses usually appoint a project manager who leads all the development activities from start till the delivery. It is their responsibility to have discussions, meetings, and gather the requirements from all relevant persons and teams.
  2. Selection of a Custom Software Development Agency/Team:The next step is to choose the team who will be developing the custom HR customer feedback tool. If you have sufficient skilled staff you can form up an internal team else you can search for an agency or outsourcing partner who will going to develop the custom software for you. [You can visit or previous blog ‘How to Choose the Right Software Development Vendor for Your Business’ for more information.]
  3. Format the Scope of the Work Document:Once you decided your custom software development team or an outsourcing vendor. The next step is to formulate a final scope of work charter for your custom HR customer feedback tool. It is better to acquire a profession software development vendor as they will have relevant experience and could help you further improve your custom HR customer feedback tool.
  4. Start with Wireframe and UI Design: Any software development starts with the wireframe and UI (user interface) designs. The wireframe is basically a blueprint of the entire software application, pay more attention to it. The UI will be the actual design of your custom HR customer feedback tool so make sure it is intuitive and user-friendly. You can share the design with other stakeholders to get their suggestions and opinion at this stage to make it more user-friendly.
  5. Programming and Development:This is the stage when the software programming team will write the source code for your custom HR customer feedback tool. At this stage all algorithms are written all logics and word-flows are defined and mostly the integrations that are required with other systems, third-party tools, central information system and required databases are also done at this stage. The outcome of this stage will be the complete and final product.
  6. Testing & Launch: The testing and launch could be treated as separate stages, because the testing is done first. The testing includes, both technical and UAT testing. The technical includes, testing functionalities, software behavior and responses and the User Acceptance Test. Then the software went to launch stages. The launch includes a beta launch followed up by full launch.

The custom HR customer feedback tool is also like any other customized software development project. Usually the standard processes, protocols and practices are followed for timely execution and better product quality. You can visit our previous blog ‘How to Develop a Custom Software in Dubai?’ to learn more about the custom software development process.

How to Develop a Custom HR Customer Feedback Tool for Businesses in Dubai?

Key Components of Custom HR Customer Feedback Tool for Business in Dubai

Your custom HR customer feedback tool is completely different from a traditional customer feedback management software. Traditional customer feedback management tools are designed to acquire feedback from the customers and targeted audience hence serve a completely different purpose. However, your custom HR customer feedback tool is a robust employee feedback and performance management platform it is designed to serve an entirely different purpose. Hence it needs some specialized components which can help businesses to achieve their goals. Here are the key components of a custom HR customer feedback tool:

Employee Feedback Forms and Surveys

The employee feedback forms and surveys are the backbone of any HR customer feedback tool. Basically the employee feedback data is crucial for internal performance management process therefore the HR customer feedback tools are specifically designed to encourage and feedback culture by simplifying the feedback process and making it more accessible for everyone. Your custom HR customer feedback tool is designed to offer features which help your HR or senior management to easily execute various employee feedback campaigns. These features help the HR to customize different surveys for different employees or employee groups. The employee surveys can be shared on the bases of a pre-set criteria which is very helpful in reducing the workload of the managers and automates the survey requests. The HR can utile the employee feedback forms and surveys feature to collect feedback data according to pre-set protocols for the entire employee lifecycle, such as:

  • Employee Feedback Surveys for the Newly Hired Employees
  • Employee Engagement Surveys on Annual, Biannual or Quarterly bases
  • Employee Journey Surveys or Employee Lifecycle Surveys
  • Quick or Real-time Surveys based on a Pre-set Trigger or Event
  • Customized Onboarding Surveys for Different Employee Groups

The employee feedback surveys are a great tool to understand employee’s problems, their desires and expectations from the business. This feedback data greatly help in performance management process and also help management to improve employees’ skills and capabilities over the time along with various internal processes.

Employee Feedback Forms and Surveys

One-on-One Meetings

The one-on-one meetings are an essential tool for performance management. It help increasing employee engagements, build trust and strengthen their relationship with the managers. It help collecting a valuable feedback data along with adding context to those feedbacks which significantly raise the quality of the feedback data. It help organizing the data and the activities related to one-on-one meetings and also help both parties to be ready and prepared for these sessions which definitely improve the impact and outcome of these sessions. The one-on-one meetings tools in your custom HR customer feedback system will help you organize the feedback data, track and document the discussions and feedback which is very helpful in decision making processes and taking quick actions to help maximizing the performance. The exclusive one-on-one meeting tool will help managers to compile all the data, previous conversations, notes and any other important piece of information in one pace which makes it easier for them to incorporate those sessions in their final decision or action without missing out any detail. It further help both parties to work on the meeting agenda beforehand and prepare and educate themselves to make the meeting more effective and fruitful. The feedback tools will help both managers and employees to make their discussion more fruitful and discuss all the talk points and important actions. The one-on-one meeting tools are essential for a custom HR customer feedback tool.

One-on-One Meetings

360 Degree Feedback Reviews Management

The 360 Degree feedback is basically an employee review process. The 360 Degree feedback is not limited to feedback from managers to employees, in fact it includes feedback from various other relevant personals and stakeholders such as peers, team leads, team members, cross-departmental reviews, feedback from senior management or stakeholders and even from external sources such as customers and/or suppliers, etc. The biggest advantage of 360 Degree feedback reviews is that it doesn’t rely only on one source in fact it could take feedback from multiple sources, usually businesses include 6 to 8 sources but it depends on the internal structure, employee role/position and various other factors. The 360 Degree feedback is considered to be the foundation of the employee review process and it helps employees understand their strengths and weaknesses from multiple angles and perspectives. The comprehensive and in-depth data ensures no details left unnoticed. The 360 Degree feedback reviews also help removing the bias and other problems from the performance management system that are associated with the single-point reviews or single-source feedbacks. That is why the 360 degree feedback reviews are a great tool for the employee evaluation and appraisals.The dedicated 360 degree features will help both managers and the employees, the employee should be allowed to have more flexibility such as commenting on any question, or requesting for follow-up questions, etc. Furthermore the employees, managers, HR or any other concerned person should be given provision to initiate a feedback and other features like that. These features will not only facilitate the process but also help improving the outcome and increase the impact of the performance management process.

360 Degree Feedback Reviews Management

Goal Tracking and Management Feedbacks

The custom HR customer feedback tool is different from a traditional customer feedback management tool because both have completely different goals and objectives. The custom HR customer feedback tool is designed to support the performance management and appraisal processes, it is not just a feedback tool, it is in fact a significant component of any business’s performance management strategy. The goal tracking and management is the key objective of any performance management system. Your custom HR customer feedback tool should offer exclusive features that can help integrate the feedback component in various layers of performance management process. The customer HR customer feedback tool should be able to integrate or track required metrics and KPIs, it should support OKRs (if needed), and other performance tracking and goal setting mechanisms. The SART goals is almost an industry standard now, your custom HR customer feedback tool should have ability to incorporate all these methods and mechanisms in order to ensure its full integration in your existing performance management process. These goals and KPIs are usually available for the employees, obviously different organizations have different policies, but the administrative hierarchy and access management will enable HR to allow different user groups access to different information. Every employee should be able to comment, or give feedback regarding their goal or their team’s goal along with feedback related to their KPIs, progress and ability to share direct messages with their line manager or team lead. Such feedback feature will make your performance management more impactful and help engaging employees and build trust.

Goal Tracking and Management Feedbacks

Recognition and Appreciation Feedbacks

The recognitions and appreciations are the top drivers of the performance and employee engagements. Engaged employees tend to perform well and get loyal to their businesses, which also help in employee retention which is one of the biggest challenge of the HR department. Most of the employee leave an organization if they feel their work and efforts are not recognized or admired by the management. The custom HR customer feedback tool should have dedicated features to establish a multi-dimensional feedback system to allow both managers and employees to recognize and appreciate the work and efforts of the others. The custom HR customer feedback tool should offers distinct UI dashboard enabling mutual recognition and application features all across the organization. A social media type interface is much more effective as it is familiar for the users and easy-to-use. The system should have in-built alerts and notifications for the managers to enable them to give their input as much as possible. The employees should be able to share their achievements or smart algorithms with in-built analytics can automatically share performance and achievements in the dedicated space where other employees and managers can view them and comment on them or like them. Different feedback methods can be applied to these news/feeds which will encourage a continuous process and help employees and managers engage in more meaningful conversations.

Recognition and Appreciation Feedbacks

In-Built Analytical and Reporting Features

Same like any other customer feedback software the custom HR customer feedback tool must have intuitive analytical and reporting features that allow the HR and managers to prepare actionable reports and integrate the feedback data to other processes for further actions. The HR customer feedback tool’s data is very valuable and useful in strategic and HR decision making processes. Furthermore the data should also be provided to the employees and other users. For that the custom HR customer feedback system should have in-built analytical tools which can process the raw data and convert it into easy-to-understand formats. For employees the best approach is to provide the performance and feedback data in form of a visual or graphical format which will help them instantly understand their performance and help them understand their goals effectively. The in-built analytical tools are also very helpful for management, the managers can easily produce individual and collective reports which can be incorporated in other processes or can be presented to the higher management and help improving various other performance management processes. The in-built data processing and analysis tools help managers and HR to identify various trends easily as the data is compiled from various touch points and sources the accuracy will be high. The in-built analytical and reporting features also enable the custom HR customer feedback system to synchronize the data with other systems and central information center via simple integration methods which also improve the usability and efficacy of the data.

In-Built Analytical and Reporting Features

Conclusion

In the growing markets such as Dubai or anywhere else in UAE where the competition is high, the customers’ expectations and demands are skyrocketing and the market trends are rapidly changing, a proactive performance management strategy is essential for growth and stability. Businesses need to optimize their performance in order to gain a competitive advantage and in order to effectively utilize their resources. The prime objective of a performance management system is to align all available resources with the high-level organizational goal and objective. For any performance management system the feedback is an essential and an extremely important component. The HR customer feedback tool is a software application that help HR department to execute a highly organized and structured feedback campaign to meet the need of their internal performance management needs. The HR customer feedback tool is completely different from any ordinary customer feedback data collection tool. As both are designed to serve totally different purposes. The traditional customer feedback system is designed to collect customer feedback regarding products/services and other important aspect. However, the HR customer feedback tool is designed to facilitate the internal performance management process. Furthermore there are different types of HR customer feedback tools available in the market, however, we only recommend our customers to opt for a customized tailor-made solution.

A custom HR customer feedback tool can significantly improve the outcome of the process as it is exclusively designed to meet your very unique needs. In this blog we have discussed how a custom HR customer feedback tool is different form an ordinary customer feedback collection tool and how a business can develop an excellent custom HR customer feedback tool. If you want to learn more about the subject or if you want our help to develop a custom HR customer feedback tool for your business. Please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: How to Collect Customer Feedback using Mobile Phone Applications?

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