Written by Listen360
With so many competing businesses in the fitness industry, customer experience can often be the differentiator between you and your competitors. With 52% of consumers saying that they will leave a brand after one bad experience, having a way to measure customer satisfaction and see where improvements can be made to provide a better experience is crucial.
Implementing a customer experience platform can provide an easy way to track customer feedback over time. If you decide to begin using a customer experience platform, it’s important to know how to use all the features in the platform you choose to set your business up for success and make the most out of your investment. Some of the top ways to ensure success within your customer experience platform are below.
1. Create an Implementation Strategy
When beginning to use a customer experience platform, first determine your strategy for who will manage the platform, including technical aspects and monitoring feedback. During this step, your team can review how to connect your CRM and any other data. Mapping out a strategy for how this data will be shared within your platform is key.
2. Review Your Customer Journey
Review where you are currently communicating with customers throughout their journey and where more touch points may be needed. Key interaction points in the customer journey provide a great place to insert the option to give feedback through your customer experience platform. Documenting these touchpoints will provide a way to measure success as your business experiments with outreach messaging and strategies.
3. Create Key Performance Indicators
Customer experience platforms provide a large amount of data, which is why it’s important to determine what metrics you’re most interested in focusing on. Communicating the top priorities to your team will help them understand the most important parts of the customer journey and how to ensure successful interactions with customers. Deciding how often to track these metrics and what scores you hope to accomplish help to create a more focused plan once implementation is complete.
4. Identify Trends
As you begin to collect feedback, you will be able to spot trends in customer behavior from your survey data. These trends will be able to help your team understand what is going well and what small problems could eventually turn into bigger issues. Discussing these trends with your staff and training them on how to listen and respond to the feedback that you’re collecting will ensure a positive experience for your customers.
5. Allocate Resources to Areas of Improvement
From the feedback and customer trends that you’ve identified, areas of improvement for your business will emerge. Allocating resources to these areas delivers a huge amount of value because it allows the customers to feel heard and ensure that the services they love will expand, while the problems they face will be addressed. Every dollar you use to better your business has maximum impact and can help your business grow faster than ever.
6. Track Changes in Customer Satisfaction
Customer experience platforms that measure your NPS score allow you to track your score over time and see if the changes you make based on customer feedback are working. A rising score means your customers are happy with the changes, while a score that drops indicates you need to rethink how changes are being implemented. Acknowledging both positive and negative feedback is a best practice when making changes so that customers know their feedback has been heard and that changes are in progress.
Listen360 provides more than 5,000 health and fitness businesses with real-time, actionable data to shorten member feedback loops. Our platform engages customers proactively to ensure lasting brand loyalty and to provide you with data that will help your business achieve a world-class reputation. If you’re interested in learning more about how Listen360 partners with ClubReady to provide members with a customer experience platform that transforms your feedback process, please click here to schedule a demo and claim your ClubReady exclusive member offer today!