Technology Solutions

Mobile is your Best Customer Listening Platform LoyicaBlog

Determining the pulse of consumer sentiment can be critical. Sometimes companies struggle hard to figure out what is happening with the customer experience. Building

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Author
Loyica Team
May 28 2019
Mobile is your Best Customer Listening Platform

Determining the pulse of consumer sentiment can be critical. Sometimes companies struggle hard to figure out what is happening with the customer experience. Building a bridge between a customer and the enterprise is very important and there are various channels to monitor it, like surveying customers and gathering important feedback.

Companies generate most feedback through a single channel, typically e-mail or SMS and they fail to realize the power of mobile devices as a customer connection tool. Mobile phones are always handy and companies can easily generate feedback through them.

Most companies are also building daily workflow tasks into mobile devices, which presents new opportunities to gauge employee sentiments and loyalty.

A proactive mobile listening post

It is estimated that 96% of the dissatisfied customers will not complain directly to an enterprise but will surely tell their closest friends about their experience. Which means you should build proactive interactions with your customers to timely collect their feedback.

A company should use a proactive mobile listening post to gather customer feedback, thus encouraging highly engaged customers and increasing the upselling and cross-selling success rates by almost 20%. The voice of customer program (VOC) can also be highly beneficial to customers and the company. Mobile phones can become the most relevant and innovative listening tool.

Personalized response

To improve your services, the key is to immediately capture  feedback soon after an interaction has taken place, without interrupting the customer. Mobile phones are completely suited to this task given its mobility and personalized nature.

Responding to customer feedback can also build a higher level of loyalty between the company and the customer and it is powerful. Customers appreciate great responsiveness and personalization from their preferable brands. If their expressed issues are highlighted and worked upon, they are definitely coming back to your services.

Final words

Companies tend to adopt a tech-driven approach to expand and that’s why they are now recognizing the real value of mobile phones. Mobile phones are personalized tool for connection and are customer-centric as well. However, there are companies that do not engage through this channel and it’s a huge miss for them.

Smart companies recognize that there is no better channel to listen to the voice-of-the-customer and interacting with them than a mobile phone. So what is your favorite channel to interact with customers?

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