{"id":145141,"date":"2019-05-09T02:56:16","date_gmt":"2019-05-09T09:56:16","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=145141"},"modified":"2019-05-09T03:48:17","modified_gmt":"2019-05-09T10:48:17","slug":"your-customers-are-talking-are-you-listening","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/your-customers-are-talking-are-you-listening","title":{"rendered":"Your customers are talking. Are you listening?"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]You don\u2019t have to be a great listener to be an order taker. But if you want to nurture real loyalty\u2014the sort that inspires customers to rave about their experience of your brand rather than short-lived offers and discounts\u2014you have to actively put them first.<\/p>\n

Maintaining focus on the customer means understanding what each of them wants and values, and delivering it to them in the form of a superior experience. While your success depends on a number of variables\u2014customer service, pricing, store presentation and great discounts and offers\u2014no single element of your performance matters as much to retention as the perception of your customer experience as a whole.<\/p>\n

Collecting and analysing shopper feedback can be a worthwhile exercise, but not every customer is prepared to complete an online survey, and many can\u2019t necessarily articulate what they really want themselves. It\u2019s a case of \u201cSee what I do, not what I say\u201d.<\/p>\n

The key is to make use of the wealth of information that already emanates from all of your channels, including social listening and the digital exhaust trail left by today\u2019s online shoppers. That way, you can identify not just who your customers are, but why they\u2019re browsing and what tips them over the edge to purchase.<\/p>\n

Analytical insights can help you become aware of flawed processes, or instances of advisors arguing with consumers over their rights. It also gives you a way to measure whether you\u2019re meeting shoppers\u2019 changing needs when many of their behaviours and choices are unconscious or irrational.<\/p>\n

At a time when customers are willing to reward businesses that meet their expectations\u2014and be vociferous about those that don\u2019t\u2014consider what signals your current CX is sending out. By listening intently and openly, what can you learn about problem areas that create unwelcome detours in the customer journey? And once you\u2019ve gathered all this customer intelligence, determine how you\u2019ll apply it beyond short-term initiatives to actively transform your culture into a customer-centric one.<\/p>\n

To learn more download the white paper – Analysing and Shaping Customer Journeys<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]You don\u2019t have to be a great listener to be an order taker. But if you want to nurture real loyalty\u2014the sort that inspires customers to rave about their experience of your brand rather than short-lived offers and discounts\u2014you have to actively put them first. Maintaining focus on the customer means understanding what each […]<\/p>\n","protected":false},"author":185,"featured_media":145142,"template":"","tax_priority":[],"tax_blogtype":[],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16242,16438],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[17030],"tax_segment":[],"class_list":["post-145141","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_capability_sitewide-analytics-and-reporting-en-gb","tax_capability_sitewide-wem-en-gb","tax_sector-retail-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/145141","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/145141\/revisions"}],"predecessor-version":[{"id":145145,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/145141\/revisions\/145145"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/145142"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=145141"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=145141"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=145141"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=145141"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=145141"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=145141"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=145141"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=145141"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=145141"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=145141"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=145141"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=145141"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=145141"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}