2 tips to monitor customer experience in uncertain times

With customer experience monitoring, you examine to what extent you as an organization are responding to the needs of your customers. First you collect structural feedback from customers. Then you analyze what you as an organization do well and what points you could improve. Finally, you implement the points for improvement in your organization. In this way, the organization continues to develop into an increasingly customer-driven organization in which both the employee and the customer are central.

Structural understanding of customer feedback

How do you collect structural feedback from customers? Blauw can help you with this by drawing up a Customer Experience Monitor and giving advice on deploying the right measuring instruments. For example, your clients will immediately receive a short questionnaire after an experience with your services. The results are then available to your employees via an online dashboard.

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2 tips monitoring customer experience in uncertain times

1. Keep listening for new needs: what kind of contact do your customers want?

In times when organizations work digitally as much as possible, customers sometimes experience less personal contact with organizations. This can affect the close relationship you used to have with customers: loyalty. The moment you collect customer feedback and ask about customer needs, you discover what alternative ways of customer contact can ensure that you continue a close relationship with your customers. Perhaps the new a digital environment works just as effectively as the face-to-face contact of before. Or maybe your customers will find an additional newsletter with inspiration a good idea. Customer needs can change quickly in these uncertain times. The key is: keep constantly listening to the needs of your target audience.

2. Show more than ever what you do with customer feedback: close the loop!

Listening to feedback is step one. Step two is: take a proactive approach to customer feedback. Make reconsidered decisions and implement changes. But sometimes it may be wise to talk through the feedback first. Then it's an idea to contact customers who have provided feedback before and engage with them. Of course, it is extremely important that you approach these customers in a professional and customer-friendly manner. But how do you do that? Blauw can help you with this by organizing a goal-oriented closed loop feedback workshop for your employees, as we did for ArboNed, VELUX and Ennatuurlijk.

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