[ { "title": "Testimonials Sell, Use Them to Acquire New Customers", "slug": "testimonials-sell-use-them-to-acquire-new-customers", "content_html": "\"Use Positive feedback brings you new customers\n\nCustomers cannot test or return a service if they are not satisfied, so they buy with confidence. Confidence built on the recommendations of existing customers. You surely know that word-of-mouth advertising from your satisfied customers is an effective and affordable tool for acquiring new clients, now you just need to ensure that as many potential customers as possible see this advertising, or rather, these testimonials.\n\n \n

Testimonials Sell Services

\nWhy is it so difficult to sell a service? Customers cannot hold, test, or return a service after eight days if they don't like it. They buy a service with confidence; they must trust you, the provider. But how can they trust you if they don't know you yet? They can only trust what your existing customers say about you. A provider with more (and better) customer feedback will more easily attract new customers.\n\nOf course, you can praise your services yourself, but it is much more convincing when your customer praises you. If 30, 50, or more customers praise you, then it's a clear sign of credibility. Customers need assurance that the provider will perform their service with quality, and testimonials are the tool that can convince them.\n
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\n\nCustomers buy services based on trust, which is why feedback or testimonials are an excellent tool for selling services.\n\n
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Active and Public Collection of Testimonials is Best

\nActively collecting feedback is a long-term strategy. With this approach, you communicate to customers that your company is committed to the quality of your services and that you value their feedback.\n\nEvery testimonial obtained is proof that you strive to provide a quality service and that customers trust you. The more you have, the more credible an assessment of your services they represent. For testimonials to work, they must be visible. Potential buyers must see your testimonials where they typically look for information about new service providers.\n\nInvite customers to rate you publicly and to share their opinions with potential buyers of your services. These testimonials should be visible to potential buyers looking for a new service provider: on online service provider search engines and on your website.\n
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\n\nYou can collect feedback from your customers on VseStoritve.com, where users search for service providers. You can also approach collection more actively and get even more opinions from your customers, resulting in a more credible service assessment. We recommend the Artur solution, which allows you to automatically collect customer testimonials and is fully compatible with your profile on VseStoritve.com.\n\n
\n\n
\nHow will you sell your service to a customer who doesn't know you? Invite your existing customers to write feedback or a review of your services and ensure that your new, potential customers can see them.", "date": "2017-06-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/06/Priporocila_nove_stranke_h.jpg", "tags": [ "Provider Credibility", "Positive Feedback", "Acquiring Feedback" ], "author_email": "admin@example.com", "paragraph": "Leverage the power of customer testimonials to build trust and acquire new clients. Showcase positive feedback prominently to demonstrate your service's quality and credibility to potential customers." }, { "title": "Media Coverage", "slug": "media-coverage", "content_html": "\"Media Media Coverage of VseStoritve.com

The VseStoritve.com portal is becoming increasingly recognized in the media. Media outlets have embraced the idea that from now on, in Slovenia too, we can choose a service provider based on the opinions and ratings of past clients.

\"Customers on VseStoritve.com rate the quality of services provided and find providers who are well-rated by other clients. Good providers will receive good ratings and reviews and will be attractive to new clients. Poor providers will have the opportunity to improve their services, explain negative reviews, or will not get new business.\"

 
List of all publications:

Startup.si, 23.6.2016: Developing a TripAdvisor for services that also targets service start-ups

Delo, 24.6.2016: A New Portal for Service Providers Has Launched

Govori.se, 25.6.2016: VseStoritve.com for Greater Transparency in the Service Market

Cosmopolitan, 27.6.2016: Visit VseStoritve.com and Find the Best Service Providers

Avto magazin, 28.6.2016: Achieve Greater Transparency in the Service Market with VseStoritve.com

STA krog, 1.7.2016: New Portal for Greater Transparency of Service Providers

Finance, 5.7.2016: Aiming to Become the Slovenian TripAdvisor for Craftsmen, Architects, and Masseurs

 

 ", "paragraph": "VseStoritve.com is gaining media attention as a new platform for choosing service providers based on customer reviews. Discover how our portal brings transparency to the service market.", "date": "2017-03-08", "status": "published", "featured_image_url": null, "tags": [], "author_email": "admin@example.com" }, { "title": "Are Customers Only Concerned About Price?", "slug": "are-customers-only-concerned-about-price", "content_html": "\"Customers Customers consider more than just price when making choices!\n

Have you ever wondered why your customers are willing to pay more for, for example, a well-known brand of laundry detergent, a more prestigious car, or a renowned hairdresser? Cheaper alternatives exist for all these products and services that also work, yet the customer is still willing to pay more for their choice.

\nCustomers are willing to pay more if they believe the quality justifies the higher price, or if they believe a particular product is simply better.\n\nLet's look at your business. So why do customers only look at price when choosing a service provider in your field? This is because price is often the only factor by which they differentiate providers. Since customers typically lack other information to distinguish providers, they decide based on price, and with price, we know that the lowest one is the most attractive.\nThere are three reasons why customers rely solely on price.\n

1. The Customer Doesn't Know the Industry

\nLet's say a customer needs a service that they require only a few times a year or even just a few times in their life. This service isn't important to them until they need it. Therefore, they don't follow the industry, they don't know the providers in it, and they don't know which ones are good and which are bad. When they need this service, they ask friends for recommendations or gather a few quotes online.\n

2. The Customer Can't Differentiate Between Providers

\nBecause the customer doesn't know the industry, they naturally don't know the providers either. Such a customer starts gathering quotes and obtains several offers from providers. They don't know the providers and can't distinguish one from another, so they rely on the only factor that differentiates providers – price. In essence, for the customer, the service is generic – and for a generic product or service, we buyers only look at the price. Imagine buying salt, for instance. Salt is a generic product in your eyes, so why would you pay more for one brand of salt than another?\n

3. Providers Fail to Prove Their Service is Worth More

\nIf you, as a service provider, cannot prove to the customer that your service is better, that your customers are more satisfied, that you are a credible and reliable provider, then you will not be able to achieve a higher price. This is because the customer has no reason to believe you and pay more for your service than for your competitor's service.\n\nCan you achieve a higher price? Yes, if you can prove to the customer that you are a better provider and that they can expect higher quality service from you. How? You can tell them you're better and that you do good work. Will the customer believe you? Customers don't believe self-promotion without evidence, just as you probably don't believe television commercials. What do customers believe? Evidence that you are better. You can prove the quality of your services with a large number of positive reviews from verified customers and with photos of projects you have completed.\n\nReviews and reference photos work. Just think about how much business you've gained through recommendations when a satisfied customer recommended you to their friend.\n\nIf you want to get more business and higher prices, start actively collecting reviews from your existing customers today on an independent medium for building credibility – the VseStoritve.com portal.", "date": "2017-04-20", "status": "published", "featured_image_url": null, "tags": [ "Service Reviews" ], "author_email": "admin@example.com", "paragraph": "Explore why customers often prioritize price and how service providers can demonstrate their value beyond cost. Learn how positive reviews and tangible proof can elevate your business." }, { "title": "Why Are Reviews So Important for Acquiring New Customers?", "slug": "why-reviews-important-acquiring-new-customers", "content_html": "\"Digital Service providers can demonstrate digital credibility on the VseStoritve.com portal.\n

Customers likely don't know you. They rarely buy most services, perhaps once a year, or maybe only a few times in their lives. Therefore, it's normal that they don't know the market, don't know who the competent providers are, and can't distinguish between a good and a bad offer.

\nCustomers are afraid of choosing a contractor for these services. Most have been \"burned\" before and paid for a poorly performed service. Now, they must choose a new contractor based on limited information. They will prefer to choose a contractor they believe is capable of doing the job well.\n\nAnd how can you prove to a customer that you are capable of doing the job well? You can praise yourself (customers are skeptical), you can talk about what you've already done (customers want proof), or you can show the customer what your past or existing customers think of you. Past customer reviews work; just think about how much business you get through recommendations. Now imagine if more people who don't know your past customers personally learned about these recommendations. One way to increase the reach of your recommendations is to passively collect them on the VseStoritve.com portal, which is an online form of word-of-mouth referrals. If a customer praises you here, they praise you to all of Slovenia, not just a few friends. Alternatively, you can take a more active approach and automate customer feedback collection, for example, with the Artur tool. The number of feedback collected will be higher, and your goals will be achieved faster.\n\nOnline reviews work. Entire industries are even based on customer reviews (hotels, hospitality, tourism services, electronics, etc.), but they must meet certain conditions:\n

1. Reviews should be collected on an independent medium

\nThe customer must believe that the reviews they are reading are true and that the recipient of the reviews has not moderated them in any way or even deleted negative reviews.\n

2. Strive to collect a large number of reviews

\nA few reviews are much less credible than a large number of reviews. The more reviews you have, the more customer trust you gain. A large number of reviews also easily absorbs any negative review – it doesn't have a significant impact on the average rating. If you actively approach review collection, the number of reviews will naturally be much higher.\n

3. Also publish photos of reference projects

\nPhotos are a form of review – the more photos of your completed work you publish, the more the customer can imagine what and how you work.\n\nCollecting reviews is a long-term endeavor; the more you collect, the easier it is to convince a customer of the quality of your work, and they will decide on you faster. Start collecting reviews today and integrate it into your workflow. Each collected review helps you acquire customers more easily in the future.\n\nUse the Artur solution – a tool for automated collection of customer feedback. Reviews obtained with the Artur solution can also be publicly published on the VseStoritve.com portal, which is known and trusted by service buyers.\n
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\n\nCustomers don't think about your industry until they need your services. But when they do, they usually don't know who is a good or bad provider. They don't trust them; they trust their friends or the community of customers who have already bought these services. Therefore, their choice is often based on recommendations from acquaintances. VseStoritve.com is an online form of word-of-mouth advertising. The more customer reviews and reference images you have, the more trust you gain in the eyes of potential customers.\n\n
\n\n
", "paragraph": "Discover why customer reviews are crucial for attracting new clients. Learn how building digital credibility through online feedback and showcased projects on platforms like VseStoritve.com can significantly boost your business and foster customer trust.", "date": "2017-06-10", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/04/Kredibilnost_VseStoritve_h.jpg", "tags": [ "Digital credibility", "Service provider credibility", "Service reviews" ], "author_email": "admin@example.com" }, { "title": "How to Get Reviews From Your Satisfied Customers?", "slug": "how-to-get-reviews-from-your-satisfied-customers", "content_html": "\"AllServices To get reviews from satisfied customers, it's good to invite them to leave a review immediately after the service is completed.\n\nIf you want to collect the maximum number of reviews, you need to make sure customers know they can rate you and where. Tell them you want their feedback on the service provided and explain why you need it.\n

Commit to Actively Collecting Reviews

\nYou will achieve the best results if you use all the options available to inform customers that you expect their reviews. Inform customers about collecting reviews via:\n\n

Invite Customers to Rate You

\nThe most effective way to get customer reviews is through a personal invitation. Approach a satisfied customer immediately after the service is completed:\n
    \n \t
  1. Ask the customer if they are satisfied with the service.
    2. \n \t
  2. Ask them if they would like to publicly post a review of your service.
    3. \n \t
  3. Ask for their email address to send them a personal invitation for a review.
    4. \n \t
  4. Send them a personal invitation for a review of your service via the Artur system.
    5. \n
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Photos Matter

\nPictures are worth a thousand words. Potential customers will believe you more easily if you prove the quality of your work with photos. Make it a habit: when you complete a service you are satisfied with, take a photo and post it on your website and your AllServices.com profile.\n

Motivate Customers to Leave Feedback

\nCustomers usually don't leave reviews on their own; sometimes they need some motivation. If it's possible in your industry, then engage customers with rewards for leaving reviews. You can reward them in various ways:\n\nYou can turn reward tools to your advantage. In addition to more reviews, you will be able to establish even better customer relationships or bring the customer back for a repeat purchase.\n
\n\n
\n\nIf you want a large number of reviews from satisfied customers, you need to actively invite customers to leave reviews. Ask the customer for their email address and send them an invitation for a review via the Artur system. Take photos of well-done services and post them on your website and/or your AllServices.com profile.\n\n
\n\n
", "paragraph": "Learn how to effectively collect reviews from your satisfied customers. This guide covers strategies for inviting feedback, utilizing various communication channels, and motivating customers to share their positive experiences.", "date": "2017-06-13", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/06/VseStoritve_vizitke_oceninas_h.jpg", "tags": [ "Service reviews", "Gathering feedback" ], "author_email": "admin@example.com" }, { "title": "The Path to Credibility in the Eyes of Potential Clients", "slug": "path-to-credibility-potential-clients", "content_html": "Before a client decides on a service provider on an independent medium like the VseStoritve.com portal, they check the satisfaction of their existing customers. The more reviews a provider has, and the better they are, the more credible the provider will appear in the client's eyes, and the higher the probability that they will choose them.", "date": "2017-05-18", "status": "published", "featured_image_url": null, "tags": [ "Service Reviews", "Gathering Feedback" ], "author_email": "admin@example.com", "paragraph": "Build trust with potential clients by showcasing positive reviews and gathering valuable feedback. High ratings and positive testimonials significantly enhance your credibility as a service provider." }, { "title": "3 Steps to Successfully Manage Your Digital Credibility", "slug": "3-steps-to-successfully-manage-your-digital-credibility", "content_html": "\"Managing Managing service providers' digital credibility is important for acquiring new clients.\n\nCustomer satisfaction is one of the most important building blocks for the success of service companies. Let your potential clients see it where they are looking for you – online. While customer experiences with a particular company still spread mostly by word-of-mouth, you can encourage them to be translated into digital form. This way, even more potential clients will see them.\n\n\nFor a moment, let's put ourselves in the customer's shoes. If we are extremely satisfied or dissatisfied with a service, we might tell our acquaintances. Otherwise, we might only mention it if someone asks about our experience with a particular company or service. What does this mean for you as a service provider? If you do a good job and customers speak positively about you, that's excellent, of course. It's highly likely that the number of new clients and purchases would increase if a wider circle of your potential customers knew about it. However, if a customer is dissatisfied, their experience will prevent new clients from coming to you. And you might not even know why this happened. That's why it's so crucial to be aware of what your customers think about your services and to manage your credibility.\n
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\n\nIt's important to know what's being said about your company. It's even more important to actively manage your credibility.\n\n
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\nWhat do you need to do for this? We have summarized the path to successfully managing your credibility into 3 simple steps, through which you will achieve significant results with the least amount of time and effort.\n

1. Encourage customers to provide feedback

\nAs soon as you complete a service, invite customers to rate you. At that moment, they still have a fresh memory of the completed service and will be more likely to take a few minutes to post their opinion. By requesting a review, you will achieve two things: you will maintain contact with the customer even after the service is completed, and you will let them know that their satisfaction is important to you. The more customer reviews you have, the better it is for you, as your average will remain stable even if not every single customer is 100% satisfied.\n\nYou can read some tips for obtaining feedback in this article.\n

2. Use negative feedback to improve the customer experience

\nIt's completely normal for a customer review to be negative, as it's impossible to always perform a service 100% according to a customer's expectations. Don't be afraid of negative reviews – use them to your advantage. Read the customer's experience and check if the mistake was indeed on your side (in which case, pay attention and correct it in the future). It's also proven that people trust reviews more when they read a negative one among the positive ones. Even more important is how a company responds to a negative review. A proper explanation will further increase trust in your company.\n

3. Ensure your customer reviews are visible to new customers - your digital credibility

\nIf your reviews are where customers expect them to be, you've done more to increase business than if you were investing money in advertising. Collect reviews on a platform that customers know (e.g., VseStoritve.com), increase the yield of collected reviews with a tool for actively obtaining feedback (e.g., Artur.com), and also include information about the collected reviews on your website.\n\nStill not convinced if collecting feedback is worth your while? Just think about how many times after a sale or service you've wondered if the customer was satisfied with their purchase. Make sure you find out their opinion and use it to increase your business.", "date": "2017-06-27", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/06/Upravljanje_digitalne_kredibilnosti_h.jpg", "tags": [ "Digital credibility", "Feedback acquisition", "Company reputation" ], "author_email": "admin@example.com", "paragraph": "Effectively managing your digital credibility is crucial for attracting new clients. Learn how to leverage customer feedback to build trust and drive business growth in three simple steps." }, { "title": "3 Positive Impacts of Customer Feedback for Your Business", "slug": "3-positive-impacts-of-customer-feedback-for-your-business", "content_html": "\"Customer A large volume of customer feedback increases the credibility of your average rating and leads to three advantages for your business.\n\nOne prerequisite for successful business is to have good and informative feedback from your customers, and another is to have as much of it as possible. The more you have, the more credible your average rating will be, and the faster you will achieve the following three criteria as a result of customer satisfaction.\n
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  1. \n

    Feedback Increases Conversion

    \n
    2. \n
\nIt's quite simple: more customer feedback means higher conversion. In the eyes of a buyer, the quantity of honest opinions directly influences the level of trust in the provider or brand. What does this mean for you? Studies show that customer reviews published online increase company sales by at least 18%. The more reviews you have, the higher this percentage can be. The more informative the reviews are, the higher this percentage can be. And last but not least, the better the average rating, the better it will be for your business.\n\nAll you have to do is show the reviews publicly. Display them wherever you appear: on your website, on search engines where customers look for you, in business premises and in the field, and in all possible advertising materials.\n\n
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More Feedback = Higher Conversion.

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  1. \n

    Feedback Improves Your Website Optimization

    \n
    2. \n
\nRegularly and consistently incorporating new customer feedback on your website positively impacts its optimization. Search engines love fresh content, and frequent addition of feedback is exactly that – always fresh content for your website.\n\nOf course, it goes without saying that the better your website ranks on search engines, the more organic traffic you will receive, which you can then convert into purchases.\n\n
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More Feedback = Better SEO.

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  1. \n

    Feedback Provides Insight into Service Quality

    \n
    2. \n
\nCustomer feedback on the execution of your services provides valuable insight into the quality of services rendered and a better understanding of your customers, giving you a starting point for developing or upgrading your offerings. The more information you gather, the better decisions you can make. Improving the customer experience typically results in increased revenue.\n\n
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More Feedback = Valuable Insight into Customer Experience.

\n\n\n
\n\nFinally, remember – a lot of feedback sells more services and creates a satisfied customer. Start now and enjoy the fruits of your efforts as soon as possible.", "date": "2017-07-10", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/07/Potrebujete_veliko_mnenj_h.jpg", "tags": [ "Website Optimization", "Conversion Rate Optimization", "SEO", "Business Reputation", "User-Generated Content" ], "author_email": "admin@example.com", "paragraph": "Discover the three key benefits of collecting customer feedback for your business: increased conversion rates, improved website SEO, and valuable insights into service quality. Learn how more reviews can drive sales and customer satisfaction." }, { "title": "How to Effectively Gather Feedback from Satisfied Customers?", "slug": "how-to-effectively-gather-feedback-from-satisfied-customers", "content_html": "\"Effective Gathering testimonials from satisfied customers effectively influences public perception of your credibility.\n\nConsistent customer feedback can completely transform how the public perceives the credibility of a service provider. Testimonials written by customers can help new buyers choose the right product or service, and they build trust for the brand.\n\nIn a time when capturing individual attention is increasingly difficult, ensuring a steady stream of genuine feedback isn't easy. But we'll share a recipe for how to do just that. You know how many messages flood your inbox daily – notifications, invitations, requests... Do you even notice them anymore, or do you just hit 'Delete'? For the recipient to notice you, you need more than just an attractive message and a bit of luck. You need a strategy that is tested and proven to work.\n

How to Master Gathering Feedback?

\nThrough the Artur system, which enables automatic feedback collection, we achieve approximately a 20% response rate. This means 20% of all customers invited by the service provider to leave feedback, write their opinion. If you follow the instructions below, you can expect a similar 'yield'.\n
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  1. \n

    Obtain Every Customer's Email Address

    \n
    2. \n
\nEach time you perform a service, get the customer's email address. Not just for collecting feedback, you can also use it to foster customer loyalty or send promotional offers.\n
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  1. \n

    Send a Review Request at the Right Time

    \n
    2. \n
\nWhile there's no universal recipe, it's good to invite the customer to leave a review as soon as possible after the service is completed, while the memory is still fresh. The longer it has been since the service was rendered, the less likely the customer is to take a few minutes to leave their review.\n
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  1. \n

    Invite All Your Customers to Leave a Review, Without Exception

    \n
    2. \n
\nDon't overthink whether a customer is satisfied or not, or if they are willing to leave feedback. Invite everyone to provide feedback! This is the only way to ensure a steady flow of customer opinions. Even if some reviews aren't ideal, they won't significantly impact the average rating. Furthermore, non-ideal feedback only boosts the credibility of all your reviews.\n
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  1. \n

    Ask the Right Questions

    \n
    2. \n
\nDon't let feedback collection be an end in itself. Ask questions you want answers to and ultimately use the feedback to improve your service. Don't overdo the questions – ask just enough so the customer can respond quickly.\n
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  1. \n

    Motivate Customers to Write Feedback

    \n
    2. \n
\nSome individuals will write a review simply because they want their voice to be heard. Others need some encouragement. Perhaps you can offer them a discount on their next purchase in exchange for their review, or monthly, draw a symbolic prize among those who leave a review for a service.\n
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  1. \n

    Review Customer Feedback Before Publishing

    \n
    2. \n
\nOnly quality feedback is useful. If you collect reviews through the Artur.com system or the VseStoritve.com platform, we will check them for you. We will only approve those written in accordance with guidelines and based on actual purchase experience. We will not delete negative reviews (if they are written according to guidelines, of course), but we will advise you on how to respond to them to turn a bad purchase experience to your advantage.\n\nWe wish you plenty of feedback and the best possible average satisfaction rating! Of course, we will also appreciate all your opinions and comments on what you encountered when gathering feedback from satisfied customers.", "date": "2017-07-03", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/07/Ucinkovito_zbiranje_priporocil_h.jpg", "tags": [ "Digital credibility", "Feedback collection" ], "author_email": "admin@example.com", "paragraph": "Learn effective strategies for collecting feedback from satisfied customers. Discover how to leverage testimonials to enhance your credibility and build trust with new clients. This guide provides actionable steps to boost your response rates and gather valuable insights." }, { "title": "What to Consider When Choosing a Feedback Management System", "slug": "what-to-consider-when-choosing-a-feedback-management-system", "content_html": "\"Online Actively managing your online reputation increases your digital credibility.\n\nManaging your company's or brand's online reputation requires a comprehensive and strategic approach. Customers can access information about desired services faster and easier than ever before, and detailed research into user experiences with the same or similar services or products is becoming increasingly common. It's beneficial to stay informed about what's being said about you and to actively shape public opinion.\n\nThe main challenge most businesses face is that experiences are published everywhere. This leads to many stories circulating online that may not even be true, and the company never finds out or their side of the story isn't heard. Therefore, companies face several decisions:\n\n

How is Reputation Management Connected to Digital Credibility?

\nDigital credibility is the sum of all available customer opinions about your services and the average rating customers have given you. This includes reviews posted on your website, on review aggregation platforms (like VseStoritve.com), on social media, forums, etc. More than 68% of consumers believe that the experiences of other customers are the most trustworthy source of information about a brand.\n\nCompanies should encourage their customers to provide feedback and use it to improve the purchasing experience. Simultaneously, they should actively influence how others perceive the quality of services rendered through their responses to reviews. By managing your reputation, you influence an increase in digital credibility.\n
Your digital credibility directly impacts the sales of products or services, customer loyalty, and company revenue.
\n

What to Consider When Choosing a Feedback Management System?

\nFirst, you'll need to make some decisions about what kind of feedback you want and what you'll do with it. Then you can choose the right method for collecting and managing feedback. The following points can help you in your decision-making.\n\nBefore that, let's clarify the difference between various feedback collection platforms you can use. On some platforms, you can only collect **reviews from verified customers**, meaning customers you can guarantee were indeed your customers. This method will generate fewer reviews, but they will certainly be genuine. Another method is **open review collection**, where anyone can leave a rating, regardless of whether they made a purchase from you or not. On these platforms, you'll quickly gather a large number of reviews, but not all of them may be true/realistic. The third is the so-called **hybrid method**, where you collect reviews from both verified customers and random users. Typically, such platforms visually distinguish between these two types of feedback so that the reader immediately sees which review they are reading.\n
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  1. \n

    How quickly do you want to collect feedback?

    \n
    2. \n
\nThe reason many companies opt for collecting feedback from unverified customers is the importance of collecting it quickly and in large quantities. An average rating of 4.76, calculated from 69 customer reviews, is certainly more credible than an average rating of 5.0 from 2 customers. You will achieve a credible rating faster if you allow everyone to rate you. However, if you want your rating to be truly trustworthy, you should only allow verified customers to rate you and expect to wait longer for a larger number of reviews, and the effect of a good rating will appear later.\n
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  1. \n

    Do you want the feedback to be trustworthy?

    \n
    2. \n
\nIf you want to build your credibility for the long term, it is definitely best to opt for collecting reviews only from verified customers. However, it's important to understand that this method will take longer if you don't choose a system that allows for automated customer feedback acquisition. A good alternative is the hybrid method, which will still provide a credible source of information, but reviews will be collected much faster.\n
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  1. \n

    How much flexibility does the system offer you regarding the feedback structure?

    \n
    2. \n
\nFeedback is an excellent way to enhance your credibility and inform new, potential customers about what they can expect from you. Additionally, it provides you with a valuable source of information about your customers' satisfaction. You will learn what they are truly satisfied with and what you can improve to increase their satisfaction and thus further boost your revenue.\n\nTake the opportunity to ask customers about the most important aspects of your service. Use the acquired feedback to improve the customer purchasing experience.\n
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  1. \n

    Can you ensure a constant flow of feedback?

    \n
    2. \n
\nNothing confuses a customer more than a very scattered opinion about the same product. The more opinions you offer them, the more realistic an opinion they can form. Therefore, check if your review collection system allows integration with your customer relationship management (CRM) programs or invoicing programs. Consider what can be automated so that a customer receives an invitation to rate after a service is completed, without you having to manually process each customer one by one. The best systems offer integration, for example, triggering an invitation to rate with every invoice issued.\n
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    How much time can you dedicate to generating and managing feedback?

    \n
    2. \n
\nYou likely don't have much time left after completing all your existing work obligations? Choose a feedback collection system that doesn't require a lot of your time but still allows you to achieve maximum results. Pay attention to making feedback acquisition easy for you and the customer, so you are always up-to-date, and managing reviews is quick and simple.\n

Increase Customer Engagement Through Feedback Collection

\nAn invitation to submit feedback is also a way to connect customers more deeply with your company, making them feel more involved in the service provided. With a long-term approach and consistent feedback collection, you will achieve great customer engagement, trust, and loyalty.\n\nReputation management also means reacting to the feedback received. Thank customers for good feedback and write an reasoned response to those who were not completely satisfied with the service. A good response to a negative review can do more good for your company than a single positive reference.\n

Where to Publish Your Customer Reviews?

\nThe answer is: wherever possible. Most importantly, reviews should be where new potential customers are looking for service providers. Of course, you can (and it is also recommended to) publish them on your website, but reviews should also be published on an independent medium that customers trust. If you have a profile on the VseStoritve.com portal, ensure that reviews are visible there.\n\nMake sure the tool you choose allows for easy feedback acquisition, check whether reviews are collected from verified or unverified customers, and whether it's possible to respond to reviews. Choose a platform that allows you to easily manage the acquired reviews.\n
\n
\n\n
\n\nIf you want to collect a large number of reviews from your verified customers, we recommend the Artur system. It allows for automated feedback acquisition and easy management of received reviews. Artur is also fully compatible with VseStoritve.com, an open system for collecting reviews from random customers, which customers use to search for providers.\n\n
\n\n
\n
", "paragraph": "Learn how to choose the right feedback management system to enhance your digital credibility. Discover what to consider regarding feedback sources, trust, flexibility, automation, and time investment to boost customer engagement and satisfaction.", "date": "2017-07-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/07/Upravljanje_ugleda_h.jpg", "tags": [ "Digital credibility", "Feedback acquisition", "Company reputation", "Feedback management" ], "author_email": "admin@example.com" }, { "title": "How to Respond to Positive Feedback?", "slug": "how-to-respond-to-positive-feedback", "content_html": "\"Responding A good response to positive feedback can amplify its effect.\n\nIt might seem like responding to positive feedback isn't necessary. If your response were just a simple thank you for the review, then it isn't. However, with a good response, you can further enhance the impact of your customer's positive review, regardless of where it's posted.\n

Why Respond to Positive Feedback?

\nA customer tells you that your service was excellent. This is obviously great for your business, but you can further amplify the impact of such feedback with a response. Why?\n\n

3 Points to Consider When Responding to a Positive Review

\n

1: Thank them for the review and be specific.

\nDon't just reply with: \"Thanks!\". Let customers know you've truly read their review (which shows you value them) and address something specific they wrote. \"Thank you for your review and for praising our natural juice. We truly strive to select good ingredients and always bring you freshly prepared items!\"\n

2: Repeat your company name (and/or service).

\nThe more your keywords are written, the better your page will rank in search engines. This means even more potential customers will see your customers' positive reviews. \"The entire team at VseStoritve.com strives for your satisfaction, and it truly means a lot to us to receive confirmation of our work.\"\n

3: Invite the customer back and include a bit of marketing in your response.

\nYour potential customers will read the experiences of existing customers and your responses as well. Include a subtle message that can convince other customers to visit your business. \"We look forward to your next visit. Tip: next month we have a 10% discount on pedicures ;) \"\n

How to Get Even More Positive Feedback?

\nIt's simple – identify your satisfied customers and invite them to leave a review. Most people are inclined to give you feedback immediately after a service is completed. However, it's important to do this as soon as possible, ideally in person and right after the service. At that time, the customer's memory is still fresh, and they will more easily take a few minutes to write their review. You can also include an invitation to leave feedback on the receipt or send the customer an email a few hours later with instructions on how to submit a review.\n\nYou can also read more about collecting feedback in the article How to Get Reviews from Your Satisfied Customers?.\n\nIf you have ever received or written a good response to a positive review, we would be happy if you share it with us in the comments!", "date": "2017-07-18", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/07/Odgovarjanje_pozitivna_mnenja_h.jpg", "tags": [ "Responding to reviews", "Website optimization", "Positive feedback" ], "author_email": "admin@example.com", "paragraph": "Learn how to effectively respond to positive customer feedback to enhance its impact. Discover strategies to engage potential clients, improve SEO, and encourage repeat business through thoughtful replies." }, { "title": "Negative Feedback Increases Your Conversion Rate by 67%!", "slug": "negative-feedback-increases-conversion-rate-67", "content_html": "\"Negative Posting negative feedback increases your conversion rate by 67%.\n\nIt's an undeniable fact that positive reviews about your company attract new customers. But what about negative feedback? Do they deter potential customers from buying from you, or can you leverage them to increase sales?\n\nYou've decided to monitor your customers' satisfaction, and it happens. A customer has given you negative feedback. What now? Broadly speaking, you have 3 options for how to react:\n
    \n \t
  1. Ignore it (thereby letting potential customers form an opinion about your company based on what's written).
    2. \n \t
  2. Delete it (thereby risking further angering the writer, who might share their experience on other channels you can't control).
    3. \n \t
  3. Use it to increase your company's credibility.
    4. \n
\nWe've already hinted that the first two options are a bad idea. You need to see negative reviews as an excellent opportunity to turn them to your advantage. The best part is that you don't need high investments in PR and marketing for this, just some of your time and ingenuity.\n\n
\n

Don't worry about negative feedback. It can even increase your conversion rate.

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\n\n

It's suspicious if your customers' experiences are exclusively positive

\nIt happens to everyone. You receive a \"perfect offer.\" The company offers us perfect service for a ridiculously low price. Do you believe it, or do you wonder: \"What's the catch?\" No company, product, or service can be so perfect that all customers are 100% satisfied with it. If we encounter such a case, we'll first think that negative reviews are deleted or that all reviews are fake.\n

You achieve a 67% higher conversion rate if customers also read negative feedback

\nResearch shows that 68% of consumers trust company reviews more if both positive and negative customer experiences are published. As many as 30% of buyers, if they only see positive feedback, believe that the company doesn't publish all experiences but censors them. Buyers obviously don't trust such reviews. More importantly, customers who read negative experiences are 67% more likely to make a purchase than the average customer.\n\n
\n

Negative feedback increases conversion by 67%.

\n\n\n
\n\nThis conclusion is almost certainly unexpected, but when you think about it, not so unusual. Customers who read negative feedback thoroughly research the market before deciding to buy. They are interested in different experiences to assess whether they will be satisfied with the purchase themselves. Perhaps the highlighted drawback isn't that important to them. Or they might like how the company reacted to a bad review.\n

Write a good response to negative feedback

\nGood responses from a company to negative feedback lead to greater trust from potential customers. We'll write more about good responses later. Briefly, we can say – admit the mistake if it occurred, and offer the customer another chance to do better. This will significantly increase the company's credibility.\n\nRead tips for responding to negative feedback.\n\n
\n

70% of dissatisfied customers will repurchase if the company reacts correctly to their feedback.

\n\n\n
\n\nEverything written above, of course, applies in cases where you also have at least some positive reviews published. In the end, a customer needs to form a positive opinion about your company to make a purchase. The optimal ratio has proven to be 1 bad review for every 10 good reviews. A negative piece of feedback won't significantly impact the average rating, but it will still let potential customers know that your reviews are genuine.", "paragraph": "Discover how negative customer feedback can surprisingly boost your conversion rates by up to 67%. Learn how to leverage these reviews to build trust and increase sales.", "date": "2017-08-01", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/08/Negativna_mnenja_konverzija_h.jpg", "tags": [ "Negative feedback", "Conversion increase" ], "author_email": "admin@example.com" }, { "title": "How to Respond to Negative Feedback?", "slug": "how-to-respond-to-negative-feedback", "content_html": "\"Responding A good response to negative feedback can do a lot of good for your business.\n\nWith a good response to negative feedback, you can do more good than if a customer writes a positive review. Don't believe it? Below you'll find instructions for preparing a good response to a bad review from your customer.\n

Why is it necessary to respond to a negative review?

\nSooner or later, one of your customers will write a negative review for your business. This is completely normal (and as we saw in the post Negative feedback increases conversion by 67%, it's even good), as no one can always provide a perfect service.\n\nIf you receive negative feedback, you must not \"sweep it under the rug\"; instead, you must react to it correctly. This way, you will not only stem the cascading effect such a review has on the writer and readers but even use it to your advantage.\n\nRemember:\n\n

How to respond to negative feedback?

\n
    \n \t
  1. \n

    Apologize for the bad experience and empathize with the customer.

    \n
    2. \n
\nEven if the complaint is (in your opinion) not justified, apologize to the customer for having had a bad experience. A simple \"We are truly sorry that you were not satisfied with our service.\" will be a good start to responding to a negative review.\n
    \n \t
  1. \n

    Add some marketing to your response.

    \n
    2. \n
\nEmphasize how well customers usually experience your service. State that you are known for exceptional customer care and that customers rate you well. If you have an independently obtained and credible customer satisfaction rating, you can include it in your response. \"Our customers are usually satisfied, with 87% saying they would repurchase, measured on Artur.com. They particularly praise the attitude of our employees towards customers.\"\n
    \n \t
  1. \n

    Keep your responses short and simple.

    \n
    2. \n
\nDon't go into detail. The last thing you want is to upset the customer even more. A few sentences of your explanation will be more than enough.\n
    \n \t
  1. \n

    Continue the conversation offline.

    \n
    2. \n
\nProvide your contact information (email address or phone number) and invite the customer to contact you to discuss a solution to their dissatisfaction. This will show that you care and that you will do your best to change the customer's opinion. \"We would be happy if you would call us at 01 555 44 44. We really want to improve the impression and are convinced that we will find a solution that suits you.\"\n\n \n\nDon't be afraid of negative reviews. If a mistake was indeed made, at least you learned about it in time and can fix it. With a good response to a negative review, you can do more good for your business than if the customer praises you.", "date": "2017-08-08", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/08/Odgovarjanje_negativna_mnenja_h.jpg", "tags": [ "Negative feedback", "Responding to reviews" ], "author_email": "admin@example.com", "paragraph": "Learn how to effectively respond to negative feedback to improve customer satisfaction and enhance your business's credibility. Discover proven strategies to turn unhappy customers into loyal ones." }, { "title": "When the Chain Breaks or the Cost of the Weakest Link", "slug": "when-the-chain-breaks-or-the-cost-of-the-weakest-link", "content_html": "\"The The weakest link in a company's business chain\n\nA company's market presence is like a chain, where each activity represents a link. The strength of the chain means loyal customers. If any of the links in the chain are damaged or even break, we will start losing customers.\n\nLet's imagine a company's entire market presence as a chain, where each of our activities represents a link. Suppose our company is Life Insurance Company Inc. Our insurance policies represent one link, our marketing communication with customers another, our agents, our claims center, our branches, our call center, etc., are their own links.\n\nThe strength of our chain is synonymous with loyal customers. If any of the links in the chain are damaged or even break, we will start losing customers.\n

Why We Lose Three Times When a Customer Leaves?

\nLet's say a customer insures their apartment with us. If the customer feels we have broken the promise of our product or if they are dissatisfied with our service, they will likely leave. And losing a customer is often more expensive than we think:\n
    \n \t
  1. \n

    Customer Lifetime Value

    \n
    2. \n
\nA customer who leaves doesn't just cost us the annual insurance premium. This customer likely also has car and life insurance, perhaps some savings products. They paid for these every year, so the loss of this customer is measured in years, even decades of lost revenue.\n
    \n \t
  1. \n

    Money Goes to Competitors

    \n
    2. \n
\nA customer who leaves will take out insurance elsewhere. This will help competitors, with whom we aggressively fight for market share.\n
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  1. \n

    Dissatisfied Customers Talk

    \n
    2. \n
\nWhat's better than complaining about a company that has wronged us (at least in our minds)? How many times have we been chatting with friends and acquaintances and heard stories of dissatisfaction with this or that company? How many social media posts with complaints about this or that company have you noticed on Facebook?\n

Why Customer Dissatisfaction Arises

\nNo company in its right mind wants angry customers. Yet, this still happens, even in your company. Studies show that most dissatisfaction results from a mismatch between expected and received service and poor employee attitude.\n\nLet's look at our insurance company. Individual links in the chain can be extremely strong (e.g., our communication, products, customer support, etc.), but the chain is only as strong as its weakest link. Suppose our (external) insurance agent poorly presents our insurance product to a customer. The customer buys it, but then discovers it doesn't provide the coverage they expected. We, as a company, haven't done anything wrong, but the customer doesn't care. In their mind, they bought the product from us, so we, as a company, have wronged them. Angry customers leave and share their anger with their social circle.\n\nWhy did this problem occur in the first place? Our agent's motivation is different from our company's motivation. The agent wants to close the sale, sometimes at the expense of incomplete information. Because the company often doesn't know what's happening in the field, it inadvertently allows practices that, while beneficial in the short term, harm it in the long run.\n

How Can We as a Company Find the Weakest Links?

\nWhat exactly is a weak link? It could be certain employees, certain work practices, components of our products, communication methods, problem-solving practices, etc. Simply put, a weak link is something that bothers our customers.\n\nThe fact is, we lose customers due to weak links. Every 'strengthened' link has a direct impact on our company's revenue. We probably agree that as a company, we don't want weak links, but how do we discover them?\n\nThe easiest and quickest way to discover weak links is to go directly to the credible source of information – our customers. Only they can tell us what bothers them and what they want from us.\n

How to Systematically Collect Feedback

\nWith tools like Artur, we can collect customer satisfaction feedback at all points of interaction between our company and customers. Customers can rate individual agents, branches, our packages, the claims center, etc. This provides the company with a constant stream of feedback that creates the following benefits:\n\n

Let's Strengthen the Weak Links in the Chain, and Our Balance Sheet Will Thank Us

\nAs companies, we are well aware of how much each new customer costs us. We invest a lot of effort in product development, system development, correct communication, etc. We can create an excellent framework for service quality, but... our customer doesn't interact with the company or the system. They interact with people in the company, and if they make a mistake, it often costs us. If, as a company, we create a constant flow of customer feedback, we will have the opportunity to eliminate (often unintentional) mistakes in communication and relationships. Every mistake we fix means one less weak link and, consequently, better business results.", "date": "2017-08-17", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/08/Sibak_clen_verige_h.jpg", "tags": [ "Digital credibility", "Company reputation", "Customer satisfaction" ], "author_email": "admin@example.com", "paragraph": "Explore how a company's market presence is like a chain, where every activity is a link. Discover why the weakest link can lead to customer loss and how to identify and strengthen these critical areas for improved business results." }, { "title": "The Impact of Customer Feedback on Your Website's SEO", "slug": "the-impact-of-customer-feedback-on-your-websites-seo", "content_html": "\"Customer Customer feedback posts impact your website's optimization.\n\nFeedback generated by customers about your services or products is a powerful website optimization tool. If the right keywords appear in reviews, it signals to search engines that your website is relevant to a user's search query. \n\nThe best information a potential customer can get about your ability to meet expectations are online reviews of your business. A staggering 90% of internet users regularly or occasionally read published feedback for individual companies, products, or services. Based on what they read, they choose suitable providers. Some studies even suggest that consumers trust online reviews more than recommendations from relatives or acquaintances.\n\nFurthermore, customer-generated feedback about your services or products has proven to be a powerful website optimization tool. If the right keywords appear in reviews, it signals to search engines that your website is relevant to a user's search query. Regularly adding new content also positively impacts rankings among organic search results, indicating that the website is active. The more customer reviews a company has published, the more relevant it will appear to search engines, which will then offer it as a search result. Google knows its users want to read about other customers' experiences, so it ranks results with more published reviews higher.\n\n \n

How Do Search Engines View Published Feedback?

\nThe graph below shows the approximate relationship between various factors influencing a website's ranking in search results. We can see the impact of feedback on this ranking (source: MOZ).\n\n\"Impact\n\nFeedback represents what is known as user-generated content. Google has been giving increasing weight to such content in search result ranking in recent years. It's beneficial to have as many customer reviews published as possible, for them to be relatively fresh, and for new reviews to appear regularly. Reviews and ratings from credible sources are recognized by Google as a good source of information. Your website's listing may even be highlighted with star ratings indicating your average score. It goes without saying that the presence of stars leads to more website clicks.\n

How Do Published Reviews Affect SEO?

\n

Quantity and Consistency of Acquired Feedback

\nThe more (positive) feedback you publish, the greater its impact will be on potential customers' purchasing decisions and website optimization. The speed at which you can measure a positive effect depends on the credibility of the review source and whether its acquisition appears natural.\n

Multiple Credible Review Sources

\nEvery company can collect customer reviews directly through Google. These reviews are a useful, but not sufficient, signal to potential customers. It's important to have reviews on multiple online portals that potential customers use to search for providers. For example, if a hotel is well-rated on Tripadvisor, it means more credible information to a user than if it has a good rating on Google.\n

Content of Published Reviews and Responses to Them

\nIf you have the opportunity, encourage customers to write their reviews in their own words, not just with a general rating (without text). It is very important what is written in the reviews and which keywords are used. While you cannot influence what customers write about your business, you can address it in your responses to their reviews.\n

Use Feedback to Improve Your Website's Optimization

\nApproach acquiring feedback strategically. Invite every customer to rate you (your service, products, relationship, location, etc.). You can do this in person, via email after each interaction, or even better, by automating the process. This way, customers will be invited to leave feedback after every contact with you.\n\nThe strategy should also include your responses to feedback. Not only will you add the right keywords to your website this way, but you will also prove to customers that you value their opinions and genuinely want them to leave satisfied.\n\nFind out where potential customers are, where they look for well-rated providers to visit. Ensure that information about your business and customer feedback is available there.\n\nNow that you know that feedback positively impacts your website's optimization, make sure you receive as much of it as possible and gain an advantage over your competitors.\n
\n\n
\n\nArtur is a comprehensive user experience management tool. It allows you to collect real-time feedback automatically.\n\n
\n\n 
", "paragraph": "Discover how customer feedback can significantly boost your website's SEO. Learn how to leverage reviews and ratings to improve search engine rankings and attract more visitors.", "date": "2017-08-22", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/08/Vpliv_feedbacka_na_SEO_h.jpg", "tags": [ "Website Optimization", "Feedback Acquisition", "SEO", "User Generated Content" ], "author_email": "admin@example.com" }, { "title": "Publicly Displaying (All) Feedback Increases Company Revenue", "slug": "publicly-displaying-feedback-increases-company-revenue", "content_html": "\"Why Publicly displaying feedback increases company revenue by 18%.\n\nAlthough publicly displaying feedback is proven to increase company revenue, some companies are hesitant to gather it. Collecting feedback will, of course, bring you positive customer reviews, but you might quickly receive negative reviews from dissatisfied customers as well. \n\nSo why take the risk? The easiest thing would be to disable feedback submission for your company. That way, you'll never have to deal with explanations and preparing responses to bad reviews. You'll save time, but unfortunately, you'll also decrease your conversion rate – fewer customers will choose to buy from you if you don't publish their feedback. Research shows that publicly displaying feedback increases company revenue by 18%.\n\n\"Impact\n\nProducts and services with at least 20 published reviews will have an 83.85% higher conversion rate than those without reviews (source: Bazaar Voice). The impact isn't limited to positive reviews. Publishing negative reviews also significantly increases potential customers' trust that the feedback is genuine.\n

Not Everything Should Be Good

\nYou're probably skeptical too when reading customer reviews about a product or service and all of them are positive. Not a single customer was even slightly dissatisfied, and not a single minor error occurred over all that time? We know this is practically impossible, and we'll assume the company is deleting negative reviews or even published fabricated ones.\n\nAll of us involved in entrepreneurship know that regardless of the precision and sophistication of our product/service, we will sooner or later encounter a customer who is not 100% satisfied with the result.\n\nFeedback must also reflect the real situation! As much as 30% of internet users suspect that published reviews are not real. Why give them an additional reason to believe that? On the other hand, as much as 68% of customers trust published reviews more if both positive and negative ones are displayed. Consumers today have access to an unlimited amount of information about companies, products, and services, and you can be sure they do thorough research before buying.\n\n
\n

Consumers who also read negative feedback are more likely to complete the purchase process than those who don't.

\n\n\n
\n\nThe fear that negative reviews will deter potential customers from buying is therefore unnecessary. Provided, of course, you don't have more negative reviews than positive ones (in which case, it's worth examining the quality of your product/services). The average distribution of submitted feedback is as follows:\n\n\"Distribution\n\nOf course, uncensored publication of customer feedback is not enough; how you handle it is also important.\n

Let Negative Feedback Be the Starting Point for Your Customer Communication

\nThe average customer won't actively look for ways to inform the company about their opinion on a product/service. Looking at the number of reviews each user has posted on Amazon, we see that over 80% of their users have written a review for only one product.\n\nWhat does this mean for your company, which is undertaking the task of collecting feedback? A very small percentage of customers will give you feedback on their own. For most of these reviews, you can expect them to be overwhelmingly positive, but of course, some will highlight potential shortcomings in your offering.\n\nIt's important to respond to negative reviews; otherwise, they will do significant damage to readers – potential customers. The good news is that you can use your response to deepen your relationship with customers. Explain any potential reasons for dissatisfaction and earn a second chance with the customer. As many as 70% of dissatisfied customers respond to an invitation for a repeat visit if you convince them they will leave satisfied this time. If this happens and the customer writes about it, you've won! Potential customers will see how much you care about customer satisfaction and will reward you with a purchase/visit.\n

Negative Feedback Shows You the Way to Improve the Buying Experience

\nThe most important factor in increasing revenue is understanding customers and their needs. You need to know their expectations, needs, fears, their buying experience, their understanding of your offer, and what attracts them most to your product. The way to find all this out lies in actively seeking feedback.\n\nYou can approach this in many ways; you need to choose one that addresses the customer at the right moment and in the right way, and doesn't require much effort or time from them. You can send them an invitation to leave a review via email or SMS. You can ask them a few questions over the phone. What will bring you the best results depends on many factors – you need to figure out what works in your case.\n\nIn most cases, automating the process is most effective. Every customer will receive an invitation to provide feedback after interacting with your company. Their feedback is also automatically analyzed, and you can see the current status at any time. The tool you use to collect feedback should also allow you to easily respond to it and track customer satisfaction trends.\n\nAll you need to do is monitor everything customers write, identify recurring experiences, and check if you can improve them. You will quickly gain a good insight into what customers expect from you and how satisfied they are with the fulfillment of those expectations.\n\nConsider what has been written and improve your products or services. This way, you will achieve even greater satisfaction and higher sales.", "paragraph": "Learn why publicly displaying customer feedback, including negative reviews, is crucial for increasing company revenue and building trust. Discover how to effectively manage feedback to improve customer experience and drive sales.", "date": "2017-09-07", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/09/Zakaj_povratne_informacije_h.jpg", "tags": [ "Negative feedback", "Displaying feedback", "Collecting feedback" ], "author_email": "admin@example.com" }, { "title": "Why Can Getting Testimonials from Satisfied Customers Be Ineffective?", "slug": "why-getting-testimonials-from-satisfied-customers-can-be-ineffective", "content_html": "\"What What are the reasons why getting testimonials is so ineffective?\n\nThere is probably no company that wouldn't want to get some testimonials from their customers to use as proof of credibility for acquiring new clients. Have you perhaps already asked for testimonials, but your customers are still not writing them? In this article, you will find some tips to improve the effectiveness of acquiring testimonials.\n\nWe have written a lot about the importance of also obtaining negative feedback, but let's be honest, we all want to receive as many compliments and positive reviews as possible, we want customers to be satisfied with our work. Genuine testimonials will increase trust in the company and, in the long run, also increase revenue. If you don't approach gathering feedback strategically, it's highly likely that only extremely dissatisfied customers will write you their opinion (directly or publicly), complaining or making a claim. It probably goes without saying that this is bad for your business; if the reviews are only negative, you will start losing customers.\n

3 Reasons Why You May Not Be Getting (Enough) Customer Testimonials

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1) Submitting an Opinion Isn't Easy Enough

\n

People are increasingly busy, and the day is usually too short for everything we want to accomplish. We don't have the patience to find out how and write long reviews for every service received or product purchased. If customers have to fill out long forms to submit an opinion, they will sooner or later give up because they won't find personal satisfaction in it. You might even anger dissatisfied customers further if you demand too much (unnecessary) information from them.

\n\n\n
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Make the process for submitting feedback as simple, clear, and quick as possible for your customers!

\n\n\n
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2) You Don't Invite Customers to Write a Review

\n

Customers who were above-average satisfied with your service, and on the other hand, those who had an extremely bad experience, might seek a way to tell you themselves. All others will not write you their opinion on their own. You will achieve the best results if you invite every customer to write an honest review about the service provided or the product purchased.

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If you are consistent in this, you will also achieve that your feedback is collected in one place. The satisfaction level of your customers will thus be visible to potential customers, and the chance that reviews about your company will be published somewhere you might not see them will be reduced.

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In your invitation, emphasize that their honest opinion truly means a lot to you and that you will consider it (good or bad), and mention that submitting an opinion will not take much time.

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3) Customers Don't Know What to Write

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Most consumers want to write constructive feedback but simply don't know what to write. Many postpone it because of this and eventually forget to submit an opinion. Only those who have a very developed opinion about their (dis)satisfaction write it, and again, you are left only with extremely positive or negative reviews.

\n\n\n
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When you invite a customer to give you feedback, hint at the criteria they should adhere to. Ask them a few sub-questions to make it easier for them to articulate their thoughts, and you will get an opinion on what you are actually interested in.

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Listen to Your Customers!

\nRegardless of whether the feedback you collect is positive or negative, you will do the most to encourage future business if customers believe you are listening. Your customers' opinions are a source of useful information about what they like and what bothers them about your company. Read them and take appropriate action. This way, you will further improve your customers' experience and consequently receive more positive reviews.\n\n
\n\nArtur's tool allows you to constantly collect feedback. Its advantage is ensuring 100% credibility of feedback – only customers whom you invite to do so can submit it. It is also very easy to use. You ask the customer a few questions you want answers to, and it will take them less than a minute to provide you with immediately actionable information to improve the customer experience. Try it for free and see for yourself the benefits it brings.", "date": "2017-09-22", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/09/vs_slika_mala.jpg", "tags": [ "Feedback Collection" ], "author_email": "admin@example.com", "paragraph": "Discover why getting customer testimonials can be ineffective and learn practical tips to improve your strategy. Learn how to make feedback collection easier and more impactful for your business." }, { "title": "User-Generated Content That Improves Your SEO", "slug": "user-generated-content-improves-your-seo", "content_html": "\"User-generated User-generated content will improve your website's optimization\n\nPublishing your customers' feedback improves your website's optimization. Content-rich feedback means content that users create for your website. Search engines are increasingly giving more weight to such content when ranking search results. \n\nUser-generated content is becoming increasingly important for website optimization. Search engines know that their users are interested in what customers say about a company. Furthermore, such content is regularly refreshed and contains terms (keywords) related to the services you offer or the products you sell. Creating and publishing new content on your website takes some of your time – why not let your customers do this work? Honest feedback is an important source for search engines and their algorithms to judge the relevance of organic results.\n

How can user-generated content help you?

\nThe prerequisite for using user-generated content as a website optimization tool is to collect your customers' feedback and publish it (also) on your website.\n
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  1. \n

    Keywords and phrases your customers use

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    2. \n
\nWhen preparing content for your website, you likely have in mind the keywords on which your website will appear as high as possible in organic results. And these words are probably very similar to those used by your competition. The keywords your customers use are not necessarily the same as yours, but they are likely similar to those that new customers will use to search for you, which is an additional advantage.\n\nIt's also good to supplement keywords with longer phrases (3 or more words) that describe what you sell. Such phrases are more unique, and there's a lower chance that your competition uses them (literally). Sometimes it's hard to find them yourself, but reading your customers' feedback can help.\n\nOnce you understand what's important to your customers, use that in the descriptions on your website (e.g., in product descriptions in an online store).\n
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    Leverage social media

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    2. \n
\nIf your company is active on social media, you probably know that every like or share of your post affects the optimization of the associated website. User-generated content is very valuable for gaining social influence. A customer's review shared on your company's profile will attract a lot of interaction from your followers. It's also important to encourage customers to post reviews about your company on their own profiles, thereby increasing visibility and reach.\n\nThe more posts with a link to your website you have, the better it is for your website's optimization. Additionally, these reviews will be found more quickly by potential customers who are still choosing a provider than if they were only published on your website.\n
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  1. \n

    Encourage multimedia content

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    2. \n
\nEncourage customers to attach photos or even video clips of their experience with your company to their reviews. Most of the information our brains process is visual. A review will grab a potential customer's attention faster if it's accompanied by a supporting photo.", "paragraph": "Enhance your website's search engine ranking by leveraging user-generated content. Customer reviews and feedback provide fresh, keyword-rich content that search engines favor, boosting your online visibility.", "date": "2017-09-29", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/10/Uporabnisko-ustvarjena-vsebina_h.jpg", "tags": [ "Feedback Publishing", "Website Optimization", "SEO", "User-Generated Content" ], "author_email": "admin@example.com" }, { "title": "4 Types of Feedback You Can Expect From Customers", "slug": "4-types-of-feedback-you-can-expect-from-customers", "content_html": "\"Types Customer feedback can be categorized into 4 types.\n\nThe responses you receive from your customers can be classified into 4 categories: useful, unhelpful, inappropriate, and amusing feedback. The quantity of each you collect depends on your feedback gathering method.\n\nWhen you decide to actively collect feedback, you aim to achieve two positive outcomes for your business:\n\nBoth outcomes ultimately result in increased revenue for your company.\n\nWe've already discussed why it's important to occasionally receive less favorable ratings in the article Negative Feedback Increases Your Conversion Rate by 67%! Today, we will examine what you can expect in terms of the usefulness of the feedback you receive.\n

4 Types of Feedback

\nIt's great when you receive customer opinions that you can immediately apply to your business. However, if you've actively engaged in collecting feedback, you might sooner or later receive opinions that leave you wondering what to do with them.\n\nIf you categorize each opinion into one of the following categories, it might be easier to decide what action to take.\n

Useful Feedback

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\"I wanted to order a JBL Bluetooth speaker from your online store, but I wanted it in white, which has been out of stock for a while. I hope it's back in stock soon!\"

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This kind of information is highly valuable. You have a customer who wants to buy a specific product from you. You can check if the item is available and immediately inform the customer about the purchase option. The sale is practically guaranteed.

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\"I visited the store on Slovenska Street because I wanted to buy a gift for my daughter's birthday. I was met by an unfriendly saleswoman who, to every question about the toy, replied with a curt: 'we don't have it' and gave me the impression that she was bothered by my very presence in the store. Well, after five minutes, I went to the store across the street, where I bought a nice gift, for which I paid more than I had planned, simply because the saleswoman knew how to advise me well. I won't be coming back to you! I understand you don't have everything in stock, but you can still say it kindly and perhaps even suggest an alternative.\"

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Let's be honest, no one wants feedback like this. Nevertheless, it is beneficial for the company. Perhaps this is happening regularly, and if you don't find out, you are losing customers at a rapid pace. Knowing this allows you to take action. You can investigate what actually happened, whether the saleswoman was just having a bad day or if this happens frequently. You can use this information to train employees in the store on how to greet and advise customers.

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In the article How to Respond to Negative Feedback, you will also find a \"recipe\" for what to respond to such a customer and to others who will read the review. Sincerely thank them for the warning and apologize for the bad experience they had in the store. Also, assure them that you will ensure this does not happen again and invite them to visit you again (perhaps with a small \"treat\").

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Not Very Useful Feedback

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\"I regret hiring the painting services of Slikopleskarstvo d.o.o.\"

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You've learned that something wasn't right, but you don't know what disappointed the customer. If you have their contact information, you can ask them what happened; otherwise, this comment isn't very helpful. You can only use it to prepare a good response – not for the specific customer, but for others who will read such reviews.

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It is advisable to have traceability of received feedback so you can investigate the specific customer's experience. It's also good to guide the customer to enter the information you want to know when submitting feedback. For example, if the above customer gave the lowest rating for the contractor's professionalism, they likely expected a better service.

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\"Everything's okay.\"

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While such feedback is positive and welcome, it's not very helpful.

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Inappropriate and Offensive Feedback

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\"I called your call center and after f*** 20 minutes of waiting for a 'free operator,' I got a fool of a student named Matevž on the phone, who couldn't tell me anything other than what was written on his k*** list. What are you doing, j***, do you think we your customers are worth half a k***???????\"

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Although you've learned what bothered the customer, the feedback is not suitable for publication. It is offensive to student Matevž, exposes his personal information, and is written in inappropriate language. You need to first inform the customer why their feedback will not be published and perhaps continue the conversation to find a solution privately.

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If you use third-party feedback providers, check their policy regarding reviewing feedback before approval and their potential rejection.

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Amusing Feedback

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\"I used to be in great shape, then 'life' happened. Tina helped me rediscover the body I lost somewhere along the way.\"

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Such amusing and positive comments are, of course, useful for motivating employees who are doing a good job. They are also valuable for use in communication – in presentation materials or on social media, as shown in the example below from the restaurant Marché Mövenpick:

\n\n\n\"\" The review written by a guest for Marché Mövenpick restaurant on the VseStoritve.com portal was also shared on their Facebook profile.\n

Utilize Acquired Feedback to Improve Your Service or Products

\nIn conclusion: much of the feedback you receive from customers will be useful for your business in one way or another. Sometimes, a response might surprise you, but with proper analysis, you can turn even that into an advantage.\n\n
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You can also use the Artur tool to collect your customers' feedback. Fully customizable to your needs and easy to use. Try it for free!

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\n\n ", "paragraph": "Discover the four main categories of customer feedback: useful, unhelpful, inappropriate, and amusing. Learn how to leverage each type to improve your business and customer satisfaction.", "date": "2017-10-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/10/Kategorije-povratnih-informacij_h.jpg", "tags": [ "Gathering Feedback" ], "author_email": "admin@example.com" }, { "title": "Dissatisfaction Led to the Permanent Departure of a Client Worth at Least €80,000", "slug": "dissatisfaction-led-to-permanent-departure-client-80k-eur", "content_html": "\"Dissatisfied By monitoring customer satisfaction, you can prevent dissatisfied customers from leaving permanently.\n\nA company cannot afford to be indifferent to customer satisfaction. If customers are not satisfied, they will leave, and you will lose much more than it seems at first glance.\n\nLet me tell you a story about how a car dealership in Ljubljana lost me as a customer. I call it their active customer-loss strategy, and they are very successful at it. I was a customer of this company for over 7 years, and it was the only service center I knew. I bought 2 cars from them and spent a considerable amount of money. It's probably unnecessary to emphasize that their cars and services are not cheap, so as a customer, I would expect a corresponding level of service.\n

An Unpleasant Surprise During a Car Purchase (or Customer Loss Attempt #1)

\nI agreed with the dealership to purchase a demo car. We signed a contract that specified the mileage the car would have upon delivery. I also paid a portion of the purchase price and waited for the delivery date. On that day, we discovered that the car had significantly more kilometers than agreed upon in the contract. The salesperson offered me an additional discount, and since I didn't want to go through the car buying process again, I accepted the offer.\n

Vehicle Pickup After Service (or Customer Loss Attempt #2)

\nI brought the car in for a routine service. After a few days, they called to say it was ready for pickup. At the service center, I went to the reception desk, where an employee told me I had to wait for her colleague, who would handle the car handover. All well and good. I waited. When no one appeared after five minutes, I saw a folder with my keys and all the documentation on the counter. I again pointed out that I was waiting for the keys, and again I was told someone would come and give me the keys. Another 15 minutes passed. I saw 7 employees and 3 customers within a five-meter radius. 2 customers were looking at cars, one customer was talking to a salesperson, and the other 6 employees were busy with themselves.\n\nAfter 20 minutes of waiting, I had enough and demanded my keys, which had been on the counter in front of me the entire time. The employee took the key from my folder and handed it to me, without any explanation of what had been done to the car.\n

The Final and Successful Customer Loss Attempt

\nThere was something wrong with the car, and I took it to the service center. I left it in their parking lot, and all further communication was supposed to be with my service advisor by phone. In two days, I made 7 calls. I spoke to the advisor only once; in six instances, I received only a promise that they would call me back (which never happened). After a week, we finally got to the bottom of it – they discovered the fault, then I waited another 2 weeks for them to fix it, and I got my car back. So, I was without my car for 3 weeks and didn't even receive a replacement vehicle. I realized it was time to change car dealerships.\n\n \n

How Much Did the Dealership's Employees' Poor Attitude Cost Them?

\nThe dealership that lost me as a customer lost more than might appear at first glance:\n\n

When a Company Doesn't Realize the Importance of Customer Satisfaction

\nThe car dealership I'm writing about advertises extremely aggressively. They sell a recognized premium brand that has its circle of loyal customers. They spend a lot of money to bring customers through their doors, and some of them naturally decide to buy a car. However, the dealership hasn't gained much from just selling the car. The customer only becomes profitable in the long run when they regularly maintain their vehicle. Every dealership knows this, except mine, apparently. They preferred to lose a customer rather than solve relatively simple problems. As a customer, I didn't leave because of a bad product or bad service; I left because of the poor attitude of a few employees.\n\nImagine a company's relationship with a customer as a chain; every interaction and activity represents a link in the chain (service quality, price, employee attitude, etc.). If one link in the chain is weak, it will eventually break, and the customer will fall. And they will fall straight into the arms of the competition. Customers don't like to leave, especially when they are paying a lot for a service.\n

How Could This Company Have Avoided Losing a Customer?

\nHas the company learned anything from losing a customer who, on average, left them over 10,000 euros per year? No, because they don't even know they lost me. Am I the only customer who left? No, a quick Google search shows they have quite a few dissatisfied customers who now take their cars elsewhere. Apparently, the company doesn't care about them, which is probably not the best long-term strategy.\n\nHow can a company improve the quality of its services most quickly? First, it must define existing problems, and then activate its employees.\n

How Would Artur Tool Help This Company?

\nIt would turn the company's customers into a constant, independent stream of feedback, showing management the actual (dis)satisfaction of customers with their services. This would generate 3 concrete benefits:\n\nHow do you resolve dissatisfaction in your company? Do you have systems that actively monitor customer interactions and their satisfaction with individual links in your relationship chain? Are you sure you know why customers are leaving you?", "date": "2017-10-03", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/10/Nezadovoljna-stranka-odpeljala_h.jpg", "tags": [ "Case Study" ], "author_email": "admin@example.com", "paragraph": "Learn how a car dealership's poor customer service and communication led to losing a client worth at least €80,000, and how proactive feedback systems can prevent such losses." }, { "title": "Customers Can Be Your Best Promoters - Calculate Your NPS Score", "slug": "customers-can-be-your-best-promoters-calculate-your-nps-score", "content_html": "\"By By calculating your NPS score, you will discover the promotional power your customers hold\n\nThe best promotion for your business won't come from advertising and other marketing activities, nor from your sales team or public appearances... It's well-known that the best promoters for a company are satisfied customers who spread the good word about your services or products. Your potential customers trust and believe them. But do you know how many promoters you have, and whether they outweigh those who have had a bad experience with your company? \n\nIn other countries, the promotional power of customers is measured by the NPS (Net Promoter Score) index. Basically, customers are divided into three groups:\n\nCompanies categorize customers into one of these three groups based on a single question and the answer chosen on a scale of 0 to 10.\n

Calculating the NPS Score or Your Net Customer Promotion

\nThe question that categorizes a customer as a promoter, passive, or detractor is simple:\n

\"How likely are you to recommend us to a friend?\"

\nCustomers rate this likelihood on a scale from zero to ten. Their answer places them into one of the three groups mentioned above. Each group is characterized by specific attributes, behaviors, and consequently, their promotional value:\n

Promoters (customers who chose a likelihood of 9 or 10)

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\"\"Promoters are loyal and enthusiastic customers. They gladly share their positive experiences with friends and colleagues; as many as 80 percent actively recommend the company to others. From a repeat purchase perspective, this group has a very high probability of returning and making further purchases. Working with promoters is generally easy and pleasant.

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Passives (customers who chose a likelihood of 7 or 8)

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\"\"Passive customers have no major complaints and are satisfied, but this is only a current reflection of their state. Their likelihood of repurchasing or referring friends and acquaintances is 50 percentage points lower than that of promoters. Additionally, their recommendations are less impactful and not as enthusiastic. If these customers find an attractive offer from another company, they quickly switch and make their next purchase there.

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Detractors (customers who rated the likelihood as 6 or less)

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\"\"Detractors are dissatisfied customers. This group accounts for over 80 percent of negative opinions and complaints about the company's products or services. While some of these customers may still be financially profitable, their criticism and negative attitude diminish the company's reputation, deter new customers, and demotivate employees.

\n \n\nThe NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.\n\n\"By\n\nThe result is a score ranging from -100 (meaning all customers are detractors) to +100 (in the case where 100% of a company's customers are completely satisfied). In practice, a positive score, i.e., above 0, is considered good, and a score above +50 is considered excellent.\n\nIt's advisable to regularly monitor your NPS score to quickly identify any growth or decline and investigate the reasons behind it.\n\n \n

What Can We Measure with the NPS Score?

\nCustomer satisfaction with a company is a fundamental, but not the only, attribute that can be tracked with the NPS score. You can also measure satisfaction with individual transactions, products, employees, or departments. You can track it based on customer segments, geographical areas, or departmental groups. The score helps you focus on creating more promoters and fewer detractors. It's simply your customer balance sheet.\n\nThe NPS score represents more than just a measure of customer satisfaction. In addition to rating the likelihood of recommendation, you can also obtain additional explanations from your customers as to why they gave a particular score and evaluate the criteria that are important to their experience. You can monitor feedback continuously and use it as a basis for resolving customer issues and driving innovation, thereby gaining even more promoters.\n

Benefits of Measuring the NPS Score

\n\nThe NPS score is therefore an indicator of customer satisfaction and loyalty, as well as their potential for spreading positive word-of-mouth about the company. It is used to showcase the quality of services and products, measure customer experience, and monitor improvements in company performance.\n\nAs it is internationally recognized and used by numerous foreign and increasingly by Slovenian companies, you can compare your own results with those of comparable organizations in our market or globally based on the acquired ratings.\n\n
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You can monitor your NPS score with the Artur tool.

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Sign up for a free and no-obligation trial here.

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", "paragraph": "Learn how to calculate your Net Promoter Score (NPS) to understand your customers' loyalty and their power as brand advocates. Discover how to segment customers and leverage their feedback for business growth.", "date": "2017-10-10", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/10/NPS_h.jpg", "tags": [ "NPS Score", "Measuring Customer Satisfaction", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Why Your Customer Feedback Is More Useful Than a Mystery Shopper Report", "slug": "why-customer-feedback-is-more-useful-than-mystery-shopper-report", "content_html": "\"Why A mystery shopper doesn't experience a real purchase journey but rather tests a virtual customer experience according to a predetermined scenario.\n\nCompanies that understand the importance of customer experience use mystery shopping services. While a report can highlight many opportunities for improvement, it has one drawback: the data isn't obtained from actual customers but from simulated consumers – mystery shoppers. Verifying the satisfaction of real customers provides you with more useful feedback.\n

What is Mystery Shopping and Why Isn't It Enough?

\nMystery shopping is an anonymous study of how company employees interact with customers. A mystery shopper simulates a purchase situation, playing the role of a real customer according to a pre-written script. Their task is to check how the sales staff behaves towards them, whether they can answer questions about the company's products or services, if the space is tidy, etc.\n\nCompanies that recognize the importance of the customer experience in their interactions use mystery shopping services. The final report can highlight many opportunities for improvement, but it has one (significant) drawback: the data is not obtained from actual customers but from simulated consumers – mystery shoppers. They only simulate the purchase situation, whereas a real customer truly experiences it and can provide you with more useful feedback.\n\nEthical principles dictate that your employees are informed in advance about the mystery shopping being conducted, which can influence their actual customer treatment during the research period. Even if you don't tell employees the exact time of the mystery shop, their customer interactions during the research period might not reflect the real situation. On the other hand, if you constantly gather feedback from your customers, each of them is your mystery shopper. Your employees are also aware of this and will be more engaged in providing appropriate treatment to every customer.\n\nBy collecting feedback from actual customers, you eliminate the influence of the moment. Your employee might be having a bad day and be unfriendly to a customer. If a mystery shop is conducted then, its results will be poor, and the employee might even lose their job. However, we don't know that they usually advise customers well and that these customers buy more than they intended. Losing such a salesperson means losing revenue in the long run. If you collect feedback from all customers, in case of a negative experience, you can talk to the employee and ensure it doesn't happen again. We're not saying this justifies the employee's behavior in that specific instance, but it puts it in a different perspective.\n\n
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Only the experience of a real customer can help you identify the factors that influence their purchase decision.

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3 Key Benefits of Continuously Checking Real Customer Experiences

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1. Insight into the Real Customer Experience

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Real customers experience the purchasing process differently than a mystery shopper. They have genuine desires and needs, so they will perceive products, services, or employee interactions differently than someone who puts themselves in someone else's shoes for research purposes. 

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2. Real-Time Alerts for Potential Shortcomings

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You will receive feedback from a real customer immediately after their purchase experience, allowing you to investigate and rectify any issues promptly. In the case of mystery shopping, it can take weeks or months from the problem's occurrence until you become aware of it. In the meantime, you might be losing customers without even knowing it. 

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3. Constant Monitoring Yields More Credible Results

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The conditions affecting a customer's experience vary based on the day of the week, time of day, weather, the customer's day before visiting you, other customers present at the establishment... There are many influences. If you check a one-time purchase experience, you might get different results than if you constantly monitor the purchase experiences of real customers. In this scenario, you will gain a credible insight into the actual situation.

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\nIn conclusion, while mystery shopping can highlight many issues or advantages in the customer experience, we don't recommend stopping it if you're already doing it. However, you will undoubtedly gain more credible feedback by consistently checking the satisfaction of real customers.\n\n \n\n
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Gather continuous feedback from real customers with the Artur tool.

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", "paragraph": "Discover why real customer feedback offers more valuable insights than mystery shopping reports. Learn how to leverage genuine customer experiences for continuous improvement and more credible business results.", "date": "2017-10-17", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/10/Mystery-shopping_h.jpg", "tags": [ "Mystery Shopper" ], "author_email": "admin@example.com" }, { "title": "10 Ways to Encourage Positive Feedback", "slug": "10-ways-to-encourage-positive-feedback", "content_html": "\"10 You can do a lot to encourage positive feedback at all touchpoints with your customers.\n\nIt's an undeniable fact that published positive feedback attracts new customers to your business. In fact, 86% of consumers check reviews about a product/service/company from existing customers before making a purchase.\n\nSo how do you encourage existing satisfied customers to rate you (favorably) or even write a sentence or two about their (positive) experience with your company? The most important thing is to make it easy and quick for them to submit feedback.\n\n
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Ensure customers can submit feedback easily and quickly.

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\n\nHere are 10 tips that will make your existing customers want to write their opinion about your company.\n

1. Make it as easy as possible for the customer

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No matter how good their experience was, few of your customers will proactively seek out a way to tell you. Make sure every customer knows where they can leave a review. Send them a link where they can do it. Be direct: send an email or SMS, hand out a business card, add a note to the receipt, or tell them in some other way: “We value your opinion. Rate us ‘here’.”

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2. Personalize the feedback invitation

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Messages thanking customers for their purchase or visit and asking for feedback will be well-received. Customize their content to make the message personal. This doesn't just mean including the customer's name; the rest of the content should also be tailored to their purchase or service received. If a customer feels the message was prepared just for them, they are more likely to respond.

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3. Ensure an excellent customer experience

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Make your desired customer action as easy as possible wherever you can. Ensure an excellent customer experience at all their touchpoints. This will lead to a better experience and make them more inclined to leave you a positive review.

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4. Make a good first and last impression

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The first and last interactions will leave a lasting impression on your customers. How you greet a customer for the first time and how you say goodbye at the end influences their evaluation of their engagement with your company. Leave them with a positive feeling, and they will surely share their positive experience.

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5. Offer a small thank-you gift

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At the end of a purchase or service, give the customer a gift to encourage future purchases. Small gestures make customers feel more welcome and connected to your company, leading to better reviews.

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6. Respond well to negative reviews

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You can't avoid getting the occasional negative review. However, by responding well to such reviews, you open the door to more positive ones. Customers will see that you value every piece of feedback and that their opinion is in good hands. It's best to sincerely apologize for the poor experience and invite them for another opportunity to make a better impression.

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7. Reward all customers who leave a review

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Of course, 'bribing' customers to write a good review isn't ethical. However, you can encourage them to write one with a motivator. This could be a discount on their next purchase/visit, a small gift, or another benefit that everyone who leaves a review receives.

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8. Organize a prize draw for attractive rewards

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One way to encourage customers to leave a review is to have every submitted review enter a draw for attractive prizes. The prize could be a gift voucher for your services or store purchases, entry into a promotion you are currently running, or another prize commensurate with the effort.

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9. Be active on social media

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Companies that are active on social media receive more customer feedback than those that aren't. Social media users are more inclined to express their opinions and are more loyal to brands. Monitor comments and participate in discussions related to your company.

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10. Share interesting reviews on social media

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Leverage the social media platforms you use. Post interesting feedback, support it with photos (possibly those provided by your customers with their reviews), and encourage further communication. If your customers share their feedback, their followers will see it too, making the reviews more personal and thus more credible.

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\n\nYou have several ways to encourage customers to leave you positive feedback. Use these tips and get positive customer reviews that will boost your credibility in the eyes of potential customers.", "paragraph": "Discover 10 effective strategies to encourage customers to leave positive feedback. Making the process easy and personal will significantly boost your online reputation and attract new clients.", "date": "2017-10-24", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/10/Vzpodbujanje-pozitivnih-feedbackov_h.jpg", "tags": [ "Positive feedback", "Getting feedback" ], "author_email": "admin@example.com" }, { "title": "Prevent Customer Churn by Strengthening Their Satisfaction and Loyalty", "slug": "prevent-customer-churn-by-strengthening-customer-satisfaction-and-loyalty", "content_html": "\"Prevent Strengthen customer satisfaction and loyalty to prevent them from leaving your company.\n\nPreventing customer churn is increasingly important due to the rising costs of acquiring new customers. Acquiring a new customer costs five to seven times more than retaining an existing one. Furthermore, a customer's value grows over time as they remain loyal to your company. Therefore, for business success, it is crucial to ensure your existing customers return again and again.\n

Why Do Customers Leave and How Much Does It Cost You?

\nCompanies rarely realize how much the departure of a single customer truly costs them. This is not just the value of their past purchase or service. If a customer remains satisfied, they will make more purchases in the future and may even recommend you to friends and acquaintances who can become your customers. When considering the value of each customer, you must account for all these factors and calculate how much they can bring you if they remain loyal.\n

Let's take a telecommunications company customer as an example. This customer pays, say, 50 EUR per month for telecommunication services. If dissatisfied, they will cancel their subscription or switch to another provider. The value of a lost customer is not just 50 EUR; in just one year, their value is already 600 EUR. If customers are typically loyal for, say, 3 years, the customer's value is 1,800 EUR, to which we can add the value of purchases customers make on average in addition to their basic subscription. With a very rough calculation, we are already at 2,000 EUR. What is even more \"painful\" is that this is 2,000 EUR that a competitor of this telecommunications company will receive.

\nYou can calculate the value of a customer for your business yourself. With this in mind, remember that your relationship with the customer, both before and after the purchase (service rendered), is at least as important, if not more so, than during the purchase itself. Do everything you can to prevent customer loss.\n\nBefore we look at some customer retention strategies, let's consider the reasons why customers leave:\n\n\"\"\n\nSurprised? Did you know that the relationship employees have with a customer is significantly more important than the actual quality of the purchased product or service? 68% of customers leave because they are dissatisfied with the relationship the company (or its employees) has with them. This means that strengthening customer satisfaction does not require large investments of money and time. You can make significant changes quickly and easily, provided you know where to start.\n

Strengthen Your Relationship with Your Customers

\nCustomers appreciate being valued. After a purchase or service, thank them for their trust – you can do this in person, or if you have their email, send them a thank-you message.\n\nAs we saw above, a correctly performed service alone will not be enough for your customer's long-term trust. You need to build a relationship with them. Maintain contact with customers through an e-newsletter, send them interesting and useful information, perhaps occasionally a coupon or other benefit, and inform them about relevant news from your company. You can go a step further and wish them a happy birthday if you have that information. This shows them that you respect and value them.\n\nWith the advent of social media, we have gained a very useful tool for maintaining and strengthening contact with customers. People today are practically glued to computer screens and social networks, where they follow companies they find interesting. Build your profiles and communicate with customers through these channels as well. Slowly but surely, you will build a close relationship and a communication channel between your company and your customers.\n

Start Actively Collecting Feedback on Your Customers' Experience

\nSimply the fact that you are interested in customer feedback positively impacts their perception of your company – even if they don't send it. By inviting them to share their opinion about their purchase experience, you communicate to the customer that you value their opinion and are looking for ways to further increase their satisfaction in the future.\n\nThe reason for collecting customer feedback is to understand how they experience their interaction with your company. Collection alone is not enough; it's important to listen to what your customers are saying! Use your customers' feedback to improve their experience; implement measures based on their opinions to ensure greater customer satisfaction.\n\n
\n

Easily collect feedback and identify potential opportunities to improve your customers' satisfaction with the Artur tool. More information at www.Artur.com.

\n\n\n
\n\nThe information you obtain from your customers helps you identify potential issues in your employees' interactions, and you can resolve them before they cause (another) customer to leave. Furthermore, it highlights potential improvements to your products or services. Customers whose expectations were not met will tell you why – and you will get a good direction on what else you need to offer the customer to improve their future experience.\n

Make Customer Satisfaction Part of Your Success Indicators

\nDo everything in your power to improve your relationship with your customers. As we saw above, 68% leave precisely because of their dissatisfaction with the relationship they receive. If you include customer care and their satisfaction levels in your Key Performance Indicator (KPI) measurements, it will always be in your sight and linked to company goals.\n\nCustomer satisfaction and the resulting increase in their loyalty are something every company in the market should strive for. Companies with more satisfied and loyal customers will undoubtedly perform better than those that are indifferent to customer opinions. Which type of company do you belong to?\n\nRemember:\n\nSince acquiring new customers is much more expensive and time-consuming than retaining existing ones, start collecting feedback as soon as possible to identify and strengthen customer satisfaction with your company.\n\n ", "date": "2017-11-07", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/11/Preprecevanje-izgube-strank_h.jpg", "tags": [ "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how to prevent customer churn by focusing on customer satisfaction and loyalty. Discover why customers leave and the true cost to your business, along with actionable strategies to strengthen relationships and collect valuable feedback." }, { "title": "How Important is Trust in Online Stores for Increased Sales?", "slug": "how-important-is-trust-in-online-stores-for-increased-sales", "content_html": "\"Trust Have you managed to convince customers that you are a trustworthy store where they can make a safe purchase?

Online shopping is rapidly expanding among Slovenian consumers, but this does not mean that consumers are not still a little skeptical when making online purchases. When they find themselves in online stores they don't know and/or are considering purchasing products from unknown brands, they often do not decide to buy. If you want a customer to make a purchase, you, as an online store administrator, must convince customers that you are a trustworthy store where they can make a safe purchase.

Where Does Distrust Come From, Even Among Experienced Online Shoppers?


As they say, a snake-bitten person fears a twisted rope. All online stores represent an ecosystem where customers make online purchases. Some stores offer a poor shopping experience, sell low-quality goods, or otherwise deceive their customers. Every time an online customer doesn't get what they expected, they lose trust and become more cautious with online purchases.

If a customer doesn't know your store or the brands of the products you sell, many warning signs go off: What if this is just another one of those unreliable stores? Do I trust this store enough to make an online purchase and share my personal data?

Credibility Increases Online Store Sales


Credibility is a key component of a successful online store. The following factors influence your credibility in the eyes of new customers:

Recognition can be bought (active advertising), the store's appearance can be improved (additional development), but proof of satisfaction must be earned.

How Can You Gain Credibility and Customer Trust?


Customers don't trust what companies say and advertise about themselves. Anyone can boast in superlatives, and as we know – paper (or a screen) can take anything. Customers trust other customers because they share the shopping experience with them. If your online store proves that you have many satisfied customers, then they will likely be satisfied with their purchase too.

An online store can gain credibility in 2 ways:

1. Obtaining Certificates

Certifying online stores, or so-called 'industry approval,' tells customers that your online store operates according to certain industry standards. This doesn't have a significant effect on increasing your online store's credibility in the eyes of potential customers because they usually don't know these certificates well enough.

2. Feedback from Existing Customers

Feedback from your customers, or so-called 'peer approval,' is proof that your online store has customers and that they are satisfied with you. Testimonials are proven to be the best sales tool, and collected feedback is practically a form of word-of-mouth recommendation in an online format.

Feedback achieves its effect, meaning it increases trust in your online store, when:


Customer feedback, or 'feedback,' is increasingly becoming the gold standard for building trust online. You probably already choose hotels or restaurants based on the feedback from their guests, or check online reviews of desired products written by their customers.


Competition is Just a Click Away


Customers can find the product they need online incredibly easily and quickly. The time they will spend on your store is extremely short. You only have a few seconds to inspire enough trust in a customer who doesn't know you yet, so they will share their personal information and make a purchase.

When will this customer decide to buy from your online store? Which of the following credibility proofs will convince them the fastest?
  1. A customer sees a new online store with no credibility proof.
  2. A customer sees a new online store with a certificate (industry approval).
  3. A customer sees a new online store with 'peer approval' proof (e.g., 450 customers of this store were very satisfied with their purchase).
If you want your online store to gain new customers, you must have credibility proof that customers are willing to believe. Credibility is most easily achieved by turning your existing, satisfied customers into promoters of your online store.

 

Several online stores in Slovenia are already collecting customer feedback through the Artur app and building their credibility. Implementation is simple. Opt for a free trial and see for yourself what you can gain.




 ", "paragraph": "Building trust is crucial for online store success. Learn how credibility factors like recognition, appearance, and customer satisfaction proof can increase sales and convert hesitant shoppers into loyal customers.", "date": "2017-11-16", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/11/Spletne-trgovine-kredibilnost_h.jpg", "tags": [ "Digital credibility", "Online store credibility", "Conversion increase" ], "author_email": "admin@example.com" }, { "title": "6 Sales-Boosting Measures Dictated by Your Customers", "slug": "6-sales-boosting-measures-dictated-by-your-customers", "content_html": "\"6 Feedback provides insights into your customers' satisfaction at all touchpoints with your company.\\n\\nFeedback gathered from your customers brings two significant benefits to your business. It offers insight into your customers' satisfaction at every touchpoint with your company, and it also creates a 'proof of satisfaction' that tells potential customers whether to choose your business.\\n\\nIf you state that your customers have rated a product or service you sell as 4.8 out of 5 possible points, or even publish a satisfied customer's testimonial alongside it, this will increase the likelihood that a new customer will purchase the product/service. You have thus used feedback as proof of satisfaction, which reduces risk for potential customers when choosing a new provider. If your existing customers were satisfied, new ones will very likely be satisfied too.\\n\\nIn addition to a positive impact on sales, good and bad feedback also provides a wealth of insights into opportunities that can improve your business. Read six ways to effectively leverage feedback to enhance the customer experience.\\n

1. Fix Product/Service Errors

\\nSometimes, customer feedback can alert you to a flaw in a product or service that you might not have discovered yourself. For example, if you notice that one of your products has a significantly lower rating than others, read customer reviews. It's possible the product has a defect that you can easily fix, making the product immediately better rated and better selling. Take wooden barbecue tongs as an example. Customers are very satisfied, but several have reported that the tongs fell apart after a few weeks of use. If you use stronger glue in production, this won't happen, resulting in more satisfied users.\\n

2. Improve Products/Services

\\nIf enough customers mention a product upgrade that would make it easier to use, or a more refined service that would make them happier, consider their suggestions. Even minor upgrades that don't necessarily cost a lot can significantly improve customer satisfaction. And again: better ratings mean more sales. Let's say you sell deodorant cream. Customers are extremely satisfied with the product and can't praise it enough, but a few have mentioned difficulty applying the cream. You could add a spatula to the packaging for easier application and further improve satisfaction.\\n

3. Refine Product/Service Descriptions

\\nSometimes, a negative review is also a result of unrealistic customer expectations. If a customer misunderstands something in the product or service description and doesn't receive it, they will be disappointed and leave a bad review. Satisfaction is closely tied to expectations. When a customer expects a lot and doesn't get it, they will be disappointed. Ensure that the descriptions of the products or services you sell are realistic and raise customer expectations only as much as you can subsequently meet. If you sell leather suitcases and some customers write that they expected the handle to be leather as well, then the product description is insufficient. Supplement it with the material specification for the handle and turn the description to your advantage: 'The handle is made of soft plastic for more comfortable carrying.' Future customers will immediately know what to expect and will be more satisfied with the product.\\n

4. Supplement Instructions

\\nYou need to make using the product you sell as easy as possible for the customer. If its use still requires some effort on their part, ensure they have clear instructions on how to do it. Consider a wardrobe you sell that the customer must assemble themselves. If you make their job easier with good instructions, they will be able to complete the task easily. Otherwise, they won't be very satisfied with the product they bought (and can't use). If you notice in feedback that customers are having trouble with usage, consider how to make their task easier with good instructions.\\n

5. Highlight Less Obvious Product/Service Features

\\nIt's highly probable that the products or services you sell have some obvious functional value that stands out from others. You may not have even considered alternative uses. However, customers might hint at new ways they've discovered to use them in their feedback – leverage this information and add it to your product or service descriptions. Perhaps this will be the very reason the next customer buys it.\\n

6. Strengthen Customer Loyalty

\\nBy listening to your customers, taking their feedback seriously, and implementing it, you ensure customers are aware of these changes. We all like to feel heard and know our input makes a difference. When customers know you value their input, they will become more loyal to your company, and consequently, their lifetime value will significantly increase.\\n

Start Discovering Your Customers' Insights Today!

\\nNow that you see how beneficial it can be, start collecting feedback as soon as possible. There are several ways this can help your business: it facilitates development and increases customer satisfaction, so don't risk it – find out what customers think about your products or services.\\n\\nThe Artur web tool can also help you with this by creating a constant flow of customer feedback. You can see how satisfied customers are at all touchpoints with your company and obtain the only proof of satisfaction that new customers trust. This way, you have everything you need to effectively manage customer satisfaction with your company.", "paragraph": "Discover six actionable strategies to boost your sales by actively listening to and implementing customer feedback. Learn how to improve products, refine descriptions, and strengthen customer loyalty for greater business success.", "date": "2017-11-21", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/11/6-koristi-vpogleda_h.jpg", "tags": [ "Business Decisions", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "[Infographic] Dissatisfied Customers and Their Impact on Business", "slug": "infographic-dissatisfied-customers-impact-business", "content_html": "\"Infographic\n\nCustomer voice is becoming an increasingly \"hot\" topic in businesses. There are many ways customer feedback reaches responsible individuals within a company: from market research (customers), focus groups, customer observation, mystery shopping, feedback collection, to compliments and complaints sent by your customers. And the list goes on. The fact is, most of the feedback that comes spontaneously is negative. Only by encouraging customers to share their opinions will the overall assessment be more \"balanced.\"\n\nUnfortunately, you cannot avoid the fact that not all your customers will be 100% satisfied with the service or product they receive. No one is perfect, and anyone who works makes mistakes sometimes. It's completely normal to occasionally receive a complaint from a customer who wasn't satisfied with a purchased product or received service. However, how you handle the complaint is crucial!\n\n

Received complaints are just the tip of the iceberg

\nYou must not suppress complaints (except by fixing the problem); on the contrary, you must encourage dissatisfied customers to write back. While receiving a large number of complaints won't be encouraging for your employees, it will provide you with valuable information on how to increase customer satisfaction. From every complaint, you can extract recommendations on what you can improve to make your customers happier.\n\nResearch has also shown that received complaints are just the tip of the iceberg. For every customer who takes the time to write to you about what bothered them, there are 26 other dissatisfied customers who are bothered by the same thing but say nothing. If, for example, 5 customers complain that they expected faster delivery, statistically, you have 135 customers who are bothered by this. The difference is that they won't tell you anything, and they will make their next purchase from a different provider. As many as 91% of dissatisfied customers will do this. Out of 135, only 12 will give you another chance, if research can be trusted.\n\nRegardless of these \"scary\" statistics, don't forget: you received the complaint and you have an advantage – you learned that you have a delivery problem. You can ship the customer's order faster or even switch to a faster delivery service. This way, you will ensure that many of your customers are more satisfied with their shopping experience in your store.\n\n

Ensure all your customer-facing employees care about their positive experience

\nIt's important to realize that a customer builds their experience at many points of contact with your company. They view your online presence, perhaps call or message you with a question, follow you on social media, even before meeting you in person. When they do meet, their experience is influenced by the greeting from the receptionist, colleagues they might meet in the elevator, everyone they have direct contact with, and even the office equipment makes a big impression. The list continues beyond the purchase and after-sales support. And all these points affect customer satisfaction. Ensure all your employees are aware of this and provide the support the customer expects.\n\nJust as good customer support is a magnet for new customers, poor support drives away existing ones. As many as 82% of customers switch companies precisely because of poor support or inappropriate treatment by company employees.\n\n

You can turn a dissatisfied customer into your promoter

\nWe've written a lot about how you can turn satisfied customers into your promoters. You'll get an even more active promoter if you react correctly to a customer's negative experience and change their opinion. However, this won't happen overnight. It will take 12 positive customer experiences with your company to repair the negative impression you've made on them.\n\n
\n\nDoes your company already have a system for systematically monitoring customer satisfaction?\nIf you need one, contact us and we will help you.\n", "date": "2017-11-29", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/11/jezne-stranke.jpg", "tags": [ "infographic", "Negative Feedback", "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Learn how dissatisfied customers impact your business and discover strategies to turn negative experiences into opportunities for growth. This infographic explores the importance of customer feedback and how to leverage it for success." }, { "title": "[Artur Advises] How to Get More Customer Feedback Through the Artur System?", "slug": "artur-advises-how-to-get-more-customer-feedback-through-artur-system", "content_html": "\"How Increased response to sent invitations means faster achievement of your goals: increasing customer loyalty and multiplying the effect of your customers' recommendations.\n\nAs a user of the Artur system, you are already collecting feedback from your customers. You understand the importance of actively managing relationships with your customers.\n\nYou collect feedback in order to:\n\n

How many customers respond to an invitation to review your service?

\nYour goal is to obtain as many reviews as possible. This will give you a better insight into customer satisfaction, provide more ideas for service improvement, and 'catch' more dissatisfied customers. More reviews increase the 'peer approval' effect and consequently lead to more sales.\n\nThrough the Artur system, you can invite all your customers to review your service, but the response (outcome) will depend on several factors. You cannot influence all of them, but you can influence:\n
    \n \t
  1. The subject line of the email invitation (an attractive subject line increases the percentage of opened invitations).
    2. \n \t
  2. The timing of the invitation (a customer will be more likely to respond if their purchase experience is still fresh).
    3. \n \t
  3. The motivator (if you reward a customer for their opinion, you will receive more reviews).
    4. \n
\n

1. Email Subject Line

\nYour customers receive dozens, even hundreds, of emails daily. If the subject line of your invitation to provide feedback is attractive, if it sparks their attention or curiosity, the probability that the customer will open the message will be higher.\n\nSome email subject lines attract more attention. Successful subject lines adhere to the following rules:\n\nHere are some examples of effective subject lines:\n\n

2. Timing of the Invitation

\nYou want to reach customers when their purchase experience is still fresh. This is when they can tell you the most, and this information is of greatest value to you. Some useful rules:\n\n

3. Motivator – Reward Your Customers for Their Opinions

\nReward your customers for submitting their opinion and thus increase their response rate. Through the Artur system, you can include the following motivators in your review invitations:\n\nAs a user of the Artur system, you can change the invitation subject lines yourself, the time when the invitation will be sent to the customer, and also choose the motivator you want to include in your invitations. You can also contact us at any time, and we will help you improve the yield of reviews for your products and services!\n\n
\n

If you are not yet collecting customer feedback but would like to, click here or contact us for a free trial of the Artur system.

", "paragraph": "Learn how to leverage the Artur system to boost customer feedback. Discover effective strategies for crafting compelling email invitations, optimizing sending times, and implementing attractive motivators to increase response rates and drive customer loyalty.", "date": "2017-12-05", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/12/Efekt-ocen_h.jpg", "tags": [ "Gathering feedback" ], "author_email": "admin@example.com" }, { "title": "6 Benefits of Customer Feedback for Your Business", "slug": "6-benefits-customer-feedback-your-business", "content_html": "\"Customer Customer feedback provides invaluable insights into customer satisfaction. We've summarized the 6 most important benefits for your business.\n\nCustomer feedback gives you a good and realistic insight into how your customers perceive their interactions with your company, products, services, or employees. It guides your company towards potential improvements in the products or services you sell, highlights the importance of your employees' attitude towards their work, and ultimately shows you the path to greater customer satisfaction.\n\nWe've summarized the benefits of customer feedback for your business into six main points:\n
    \n \t
  1. \n

    Improving Your Products and/or Services

    \n
    2. \n
\nListening to your customers and their needs is perhaps the only guarantee that you can offer them a product or service that they need and are willing to pay for. During product development or service design, companies often rely on market research, focus groups, and surveys of potential customers, but often forget about it once they enter the market. Customer needs change, and only by knowing what they are at the moment can you sell them something (more).\n\nThe essence is to know what the customer expects and needs, and to offer it to them. The world's best companies are known for knowing extremely well what customers expect from them, and then offering a product or service that exceeds their expectations. If you manage to keep up with your customers' expectations and needs, you will almost certainly achieve high customer loyalty and beat the competition!\n
    \n \t
  1. \n

    Tangibly Measuring Your Customer Satisfaction

    \n
    2. \n
\nBy measuring your customer satisfaction, you can fairly reliably determine whether your products or services meet or even exceed their expectations. By obtaining customer feedback, you can measure their satisfaction with your company.\n\nThe best way to obtain and measure customer satisfaction is through online questionnaires or mobile applications. If you provide customers with an easy way to rate their experience, which is immediately recorded in a database, you can monitor the movement of your customer satisfaction in real-time.\n
    \n \t
  1. \n

    Insight into Opportunities for Improving the Customer Experience

    \n
    2. \n
\nImproving the customer experience must be the primary goal of obtaining feedback! There is more information, more competitors, and it is easier for customers to switch companies if they believe they will have a better experience elsewhere. If you offer them an excellent experience, they will very likely not think about taking their money to your competitors next time. They will remain loyal to you, recommend you to their friends, and bring you even more revenue.\n\nTo ensure an excellent customer experience, you must, of course, ask customers what they want, need, and expect, and use this insight.\n
    \n \t
  1. \n

    Strengthening Your Customer Loyalty

    \n
    2. \n
\nA satisfied customer is a loyal customer. Obtaining feedback allows you a direct communication channel with your customers. You can find out if they are satisfied or not and resolve any potential issues before customers leave for someone else due to potential dissatisfaction.\n
    \n \t
  1. \n

    Reliable Source of Good Business Decisions

    \n
    2. \n
\nThe best business decisions are based on actual data, not assumptions. Too often, decisions have been made based on assumptions about what customers will buy, instead of doing so based on actual data about what they need.\n\nCustomer feedback is golden because it gives you tangible insight into your customers' needs. Consider their voice when making strategic decisions!\n
    \n \t
  1. \n

    Discovering Your Company's Advocates

    \n
    2. \n
\nAdvocates are customers who are extremely satisfied with your offering and are willing to talk about it with their circle of people. They are your strongest marketing weapon. They cost you practically nothing but have a greater effect than any paid advertising.\n\nHow do you find them? Through feedback, of course. These are the customers who will give you the best ratings and write useful reviews. Find a way to connect with them and strengthen your relationship and their loyalty. Don't hesitate if you have specific (additional) questions for them; they will gladly help you.\n\n \n

Gather Customer Feedback to Improve Their Experience at All Touchpoints with Your Company

\nGathering feedback should not be a to-do list item you'll get to when you find time for it. It must become one of your company's priorities. If you want to be successful, you need to know what customers expect from you!\n\nCustomer opinions are your valuable insight into your customers' thinking. Knowing their expectations will help you develop a product or service that will sell.\n\n
\n\nUse the Artur system to gather your customers' feedback, which allows for fully automated and continuous collection of feedback from verified customers. Write to us for a free trial: info@artur.com.", "paragraph": "Learn how customer feedback can significantly benefit your business. Discover 6 key advantages, from improving products and services to boosting customer loyalty and making better business decisions.", "date": "2017-12-14", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/12/6-benefits-customer-feedback_h.jpg", "tags": [ "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Why Are Your Customers Leaving?", "slug": "why-your-customers-are-leaving", "content_html": "
\n\n\"Insights Is your customer base shrinking? Insights into your customers' satisfaction with the Artur system help you increase their loyalty, making it easier to retain them.\n\n \n\nYour customers' loyalty is directly linked to their satisfaction at all touchpoints with your company. Only by constantly measuring current satisfaction and actively managing customer satisfaction can a company ensure their loyalty.\n\nDo you ever feel like you're fighting a losing battle to acquire new customers? Are you very active, advertising successfully, looking for new customers, and adding them to your customer base? But when you tally it up, there aren't as many customers (and profits) as you expected? Many companies facing this challenge often find that the problem isn't the number of customers acquired, but rather the customers who have left the company.\n\nOften, companies focus too much on and invest too little in retaining existing customers, while investing heavily in acquiring new ones. All effective methods of retaining existing customers are based on exceptional insight into their current satisfaction.\n

Customer retention pays off

\n
\n

It's simply easier to sell to an existing customer again. According to research data from Bain & Company, a satisfied customer is 14 times more likely to make a repeat purchase than a new customer is to buy from you. If you manage to retain just five percent of customers who would otherwise leave, you can expect up to 95 percent higher profits. Why? A company needs some revenue to cover its costs. Profit is calculated at the end. If five percent of customers leave us, these are usually pure profit – we still have to cover the costs.

\n\n

Every lost customer \"costs you triple\"

\n

Let's say you lose a customer. You don't just lose one purchase, but often all of their future purchases. Even worse, the customer directs that money to your competitors, who then use it to compete against you in the market. Did the customer leave dissatisfied? Then you can expect them to speak poorly of you to their acquaintances, costing you even more sales.

\n\n

Why do customers leave?

\n

It might be surprising, but most customers don't leave due to a poor product or service experience, but rather due to the employees' attitude towards them. If a customer has a problem and it's not resolved quickly and satisfactorily, they will very likely leave. The problem is often not unique; other customers are likely experiencing similar issues.

\n\n

How do you find out why you're losing customers?

\n

Every company faces the challenge of customer satisfaction. Most customers won't contact you to report their dissatisfaction; they will simply leave. You can only increase your customers' loyalty by systematically monitoring satisfaction at all touchpoints between you and them.

\n

Occasional satisfaction check calls or annual mystery shopper visits are simply not enough – if there's a reason for customer dissatisfaction, you need to find out about it immediately and resolve it right away. A customer won't give you the chance to possibly resolve their issue in the future; if it's not resolved immediately, they will go to a competitor.

\n \n

The Artur system provides exceptional insight into your customers' current satisfaction

\n

The Artur system is a customer relationship management tool proven to increase customer loyalty. It allows you to actively monitor their satisfaction at all touchpoints with your company. After an interaction, the customer is invited to rate their experience with you, your staff, your product, or your service.

\n

The Artur system generates immediately actionable, in-depth data and:

\n\n\n \n\n
\n\nInterested in how the Artur system can help you increase customer loyalty? Request a free trial at www.artur.com/korporativne-resitve.\n\n ", "paragraph": "Understand why customers leave and discover how the Artur system can help you increase customer loyalty by systematically monitoring satisfaction and addressing issues promptly. Learn about the significant financial benefits of customer retention.", "date": "2017-12-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/12/Zakaj-stranke-odhajajo_h.jpg", "tags": [ "Feedback Acquisition", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "How to Increase Customer Trust in an Online Store?", "slug": "how-to-increase-customer-trust-online-store", "content_html": "\"To To encourage visitors to make a purchase from your online store, you must convince them they can trust you.\n\nAn increasing number of consumers are opting for online shopping these days, yet many individuals still simply do not trust online stores. There's a lot written about online scams, data theft, and other fraudulent activities, which makes online users increasingly cautious. Your online store must be perceived as trustworthy for them to make a purchase.\n\nOnline shopping is convenient and easy. Customers can make a purchase anytime, and online they often find a wider selection of products and frequently lower prices than from local retailers. However, since the buyer has no direct contact with the seller when shopping online and cannot inspect the goods before purchasing, it is crucial that they trust your online store. Simply offering quality products may not be enough to achieve high conversions if potential customers do not perceive your online store as trustworthy.\n\nRead on for five strategies you can implement to help your potential customers overcome their fears or doubts and complete a purchase.\n
    \n \t
  1. \n

    Personalize the Website

    \n
    2. \n
\nConsumers don't actually trust websites and online stores; they trust the people behind them. It's important to add a personal touch to your online store. Introduce your team to potential customers by name and perhaps even with photos – let them know who they are doing business with. This will make the customer more confident that they are dealing with a real store managed by your team (who will also ensure everything runs smoothly).\n\nYou can go a step further and choose a person to lead customer communication. If 'Barbara Novak' selects the product of the month, writes useful information about using your products, and 'personally' sends it to your (potential) customers' emails, they will trust her. They will no longer be dealing with an online store, but with 'Barbara Novak.' Such a personal relationship is usually stronger and inspires more trust in buyers.\n
    \n \t
  1. \n

    Ensure Professional Design

    \n
    2. \n
\nEven with a professional look for your website, you can demonstrate that you are a reliable company. Ensure the website has a cohesive visual identity. It should show that you've put effort into its appearance and haven't just thrown together some images and text for a quick profit.\n\nInclude all necessary information about products, payment and delivery methods, an easy way for customers to contact you, and perhaps even prepare and publish frequently asked questions. Simple navigation and a user-friendly structure where users can quickly find the information they need will increase trust in the online store.\n
    \n \t
  1. \n

    Prove That Customers Trust You

    \n
    2. \n
\nWhat your existing customers say about you is at least 1000 times more convincing than what you say about yourself. This means it's very important to obtain and include your customers' reviews on your website, whether they are about the shopping experience or the individual products you sell.\n\nThink about it, you've probably shopped online before. Do you always check if someone else has already bought that product and described their experience? Do you really believe such a review more than what's in the product description? The fact that some customers have already made purchases in your online store and took the time to share their experience will increase potential customers' trust that their purchase will also be secure.\n
    \n \t
  1. \n

    Ensure Online Store Security

    \n
    2. \n
\nOnline purchases involve a lot of sensitive data – from customer email and physical addresses to, ultimately, credit card details. Therefore, the security of transactions in your online store is all the more important. Make sure you have an SSL certificate, which ensures customers a secure purchase. If possible, display the SSL certificate symbol on your website so customers have no doubts.\n
    \n \t
  1. \n

    Mitigate Potential Customer Risks

    \n
    2. \n
\nPut yourself in the customer's shoes and try to make an online purchase from your store. What seems like the biggest risk? Perhaps they won't like the product and won't know how to return it? They might not know how to make a purchase, choose the right product? Are they unsure if delivery will arrive before Christmas?\n\nYour customers think similarly. Consider all possible risks, resolve them, and thus increase the likelihood that a customer will complete their purchase. Ensure the customer has all the information and trusts the credibility of your online store.\n\n \n\nWhen customers encounter your online store for the first time, they do exactly the same thing as when they first step into a new physical store, restaurant, or doctor's office. They look around and judge whether they trust the provider based on what they see. If you want your visitors to make a purchase, you must convince them that they can trust you.\n\n \n\n
\n\nTo strengthen trust through continuous acquisition and publication of feedback from your existing customers, you can use the Artur system for online stores. If you don't trust it yet, you can try it for free ;)", "date": "2018-01-04", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/01/Zaupanje-spletni-trgovini_h.jpg", "tags": [ "Digital Credibility", "Online Store Credibility" ], "author_email": "admin@example.com", "paragraph": "Build trust in your online store by personalizing the website, ensuring professional design, showcasing customer testimonials, guaranteeing security, and mitigating potential customer risks. Learn how to encourage more sales by making your e-commerce platform a trustworthy destination for shoppers." }, { "title": "[Artur Advises] How to Increase Your Online Store Sales with the Artur Widget?", "slug": "artur-advises-how-to-increase-your-online-store-sales-with-the-artur-widget", "content_html": "\"How By integrating the Artur widget, you demonstrate credibility and can increase your online store sales.\n\nYou collect feedback for two reasons. On one hand, you are interested in what customers actually think about your service and your products. On the other hand, the acquired ratings generate a credibility index; proof of the quality of your services and products that customers are willing to believe. You can demonstrate the value of your credibility index with the Artur widget.\n

What is the Artur Widget?

\nThe Artur widget is 'Peer approval' proof of your customers' satisfaction. If you have collected enough ratings using the Artur system that reflect your customers' satisfaction, we have prepared several widgets that you can integrate into your website. In practice, this means embedding a few lines of code into your website so that elements will be displayed in the format below:\n\n\"\"\n\nThe widgets update automatically, always showing the current number of collected reviews and your credibility index. By clicking on the widget, customers are directed to your certification page where they can view the ratings and reviews from your previous customers.\n

Why is it worthwhile to integrate the Artur widget into your website?

\nWe live in the golden age of online sales. More and more customers are willing to make purchases online. Unfortunately, not all stores are honest and do not operate on principles of excellence. Online shoppers often get burned by shopping at such stores, making purchases and not receiving what they bought, or the purchased products do not meet the quality the customer expected. Customers who have been burned online are distrustful. If they don't know your store or have no experience with you, they often don't decide to buy from you.\n\nThe Artur widget is proof that you have numerous satisfied customers. It's a kind of seal of credibility that immediately tells a new customer that they can trust you, just as hundreds (thousands) of previous customers trust you.\n

Where to integrate Artur widgets on your website?

\nIt makes sense to integrate Artur widgets on critical web pages, i.e., on pages with a high customer 'bounce rate,' or on pages that are key to the purchase.\n
    \n \t
  1. \n

    Homepage

    \n
    2. \n
\nYour homepage makes the first impression on new customers. The Artur widget in a prominent place on the homepage immediately tells the customer that you are a serious store with many satisfied customers. The Artur widget immediately answers the question in the customer's mind (is this store worth my trust?).\n
    \n \t
  1. \n

    Product Pages

    \n
    2. \n
\nIf you sell products that the customer doesn't know or hasn't tried yet, then the reviews from previous buyers serve as proof of the product's quality. You can include 2 elements on the product page:\n\n
    \n \t
  1. \n

    Shopping Cart

    \n
    2. \n
\nOnline store operators know that the most critical sub-page of an online store is the shopping cart. The percentage of customers who abandon their shopping cart tells you that many customers lose their purchasing interest right before the end and leave without making a purchase. By integrating the widget and stars on the checkout page, you once again communicate to the customer that you are a trustworthy store and that the product they are buying is well-rated by previous customers.\n\n \n

The Artur Widget is Your Proof of Trust

\nIntegrate the Artur widget into your online store when you are satisfied with the average rating achieved and have at least 50 reviews. It is practical proof of trust that customers are willing to believe because it comes directly from your previous customers (peer approval) collected through an independent channel. Take advantage of it and expect a higher percentage of purchases from new customers.", "date": "2018-01-08", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/01/Gradnik-widget_h.jpg", "tags": [ "Digital Credibility", "Online Store Credibility" ], "author_email": "admin@example.com", "paragraph": "Learn how the Artur widget can boost your online store's credibility and sales by showcasing customer satisfaction and reviews. Discover strategic placement ideas to build trust and encourage conversions." }, { "title": "[Artur Advises] How Does Artur Help You Prove That Customers Trust You?", "slug": "artur-advises-how-artur-helps-prove-customer-trust", "content_html": "\"How The feedback you collect with the Artur system helps you prove that customers trust you.\n\nEvery purchase, not just online, is to some extent driven by a customer's trust in the seller. The customer must trust that they can use the purchased product as specified, that it will be delivered as agreed, and that the seller will otherwise fulfill their promises. You need proof of customer trust.\n\nTrust is even more important when shopping online, which involves more potential risks. In this case, the customer must trust a stranger to deliver the product as presented in the online store. But how do you convince someone to trust a stranger? Interestingly, you can get help from... other 'strangers'.\n

The Power of Your Customers' Feedback 

\nTrust means believing that what is expected or promised will be delivered. Companies promise a lot, and since their goal is usually maximum profit, customers take their promises with a grain of salt. Instead of convincing them that you are 'the best', let your existing customers do the work, as they can confirm this from their own experiences.\n\nIf you have satisfied customers and you publish their opinions in your online store, it will significantly strengthen the trust of your potential customers. All you need to do to build trust is to gather feedback from your existing customers.\n

Collecting Feedback with the Artur System

\nYou will need a large number of feedback responses, and if you are doing a good job, most of them will be positive. The Artur system allows you to collect reviews completely automatically, which requires no additional work from you after initial implementation.\n\nAutomated review collection is beneficial for several reasons:\n\n \n

When to Decide on Publicly Publishing Feedback?

\nYou might not want the feedback you receive to be immediately visible, at least not until you have enough to form a trustworthy average rating. The Artur system offers all functionalities for private feedback collection as well. Only when you decide you want to leverage the effect they can bring you can you publicly display the collected feedback. Of course, we recommend doing this as soon as possible – as soon as your average rating is higher than 3.5 (out of 5 possible).\n

Convince Customers to Trust You!

\nOnce you acquire a customer, their purchase experience and satisfaction with the purchased product will (hopefully) convince them to trust you in the future. Your focus must be on how to build trust in the customer before they have their own experience. You need a strategy for collecting your customers' feedback, which will increase the trust of new customers. If you follow it, your conversion rate will also increase; otherwise, your competition can benefit from your good conversion results.", "date": "2018-01-03", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/01/Dokaz-zaupanja_h.jpg", "tags": [ "Digital Credibility", "Online Store Credibility" ], "author_email": "admin@example.com", "paragraph": "Learn how the Artur system helps you gather valuable customer feedback, proving your trustworthiness to new clients. Discover strategies to build trust and boost your conversion rates by showcasing authentic customer experiences." }, { "title": "Marché Improved the Customer Experience by Monitoring Guest Feedback", "slug": "marche-improved-customer-experience-monitoring-guest-feedback", "content_html": "\"Marché Marché improved the customer experience by monitoring guest feedback.\n\nThe customer experience is increasingly discussed today. Customer expectations for good service are higher than ever, and customers are becoming more vocal, sharing their experiences, both good and bad, with their network. Neglecting active customer satisfaction management is simply no longer an option.\n\nThis is well understood by Marché Hospitality d.o.o., which has been actively collecting feedback from its guests in all its restaurants across Slovenia since April 2017. To verify the customer experience, they chose the VseStoritve.com portal and the connected system for automated feedback collection, Artur solution.\n\n
\n\nBenefits of actively monitoring the customer experience for Marché:\n\n\n
\n\nUpon visiting a restaurant, each guest is invited in multiple ways to rate their experience. In addition to general satisfaction, they also rate their experience with service, food, drinks, ambiance, cleanliness, and prices. In nine months, the company has collected over 2,700 guest reviews, providing good insight into guest satisfaction and a framework for implementing improvements.\n\n

Excellent Feedback Collection Results Using the Right Motivator

\nWhen inviting guests to provide feedback, the company can use a motivator. Marché has found an effective way to encourage guests to submit their opinions while also motivating them to return. Customers are rewarded for their feedback with a coupon for a 20% discount on their next visit to any Marché restaurant in Slovenia. This method also provides the company with traceability of returning customers. The number of coupons issued and redeemed is a good indicator of whether customers make repeat purchases.\n\n\"The\n\n

Customer Satisfaction with the Company's Service is High (and Growing)

\nInitial positive results were seen right from the start. The overall customer satisfaction rating increased from 4.33 to 4.58 (out of a possible 5.0 points) in just one month. Practically all restaurants improved their results to some extent and maintained a lower but stable growth trend in the following months.\n\n\"Overall\n\nIn the summer, specifically in August, ratings slightly declined due to increased traffic. During the holiday season, roadside restaurants where travelers stop on their way to vacation are often packed. It's almost inevitable that service levels and guest satisfaction decrease somewhat during this period. High customer volume strains capacity, requiring more work in less time, and some guests don't clean up after themselves. Under normal loads, staff can more effectively manage service quality, but when they have to serve a large number of guests, something else has to be sacrificed.\n\nAlthough the August drop in ratings appears significant, it did not reach a critical level. The lowest average restaurant rating in August was 3.88, and the overall average was 4.33, both on a scale up to 5.0. While no company wants to see a decline in guest ratings, this can be very valuable information for management and a starting point for discussions on how to ensure high satisfaction in all periods during the next season.\n\nAdditional rating criteria that Marché monitors, as mentioned, include service, food, drinks, ambiance, cleanliness, and prices. A review of the feedback shows that customer satisfaction with individual criteria is quite comparable. The only exception is price, which the company justifies with its strategy of selecting only high-quality seasonal ingredients from regional suppliers, without additives or preservatives. Their goal is to offer quality, not necessarily at the lowest price. It is understandable that satisfaction ratings for price are slightly lower compared to the exceptionally good ratings for food and drinks.\n\n\"Guest\n\n

Compliments, Suggestions, and Fun Comments Accompanying Reviews

\nIf desired, guests can also write an additional comment or explanation with their rating. Such feedback is a source of excellent suggestions, compliments, and even fun comments that the company can use to engage with followers on social media.\n\n\"Posting Posting a good review on the Marché Mövenpick Slovenia Facebook profile.\n\nPositive guest comments are useful as recommendations. The company can use them for promotion and to motivate employees who are doing a good job. For example, Natalya wrote: “Good food and a good resting place on the road. Whenever we go to the sea, we stop at Marché and get a friendly 15-20 minutes ;)”. Bernardka says: “Pleasant atmosphere, even a corner for children, the staff is always friendly even to the youngest, service is fast and of high quality. We like to stop here!”. Anja's opinion is: “Healthy, tasty, and friendly. We always enjoy stopping for a quality meal, especially since today I found out they make their own bread and all ingredients are from Slovenia. Kudos to the always smiling staff and healthy recipes!”.\n\nIt means a lot to employees when customers notice and praise their efforts. Receiving such sincere statements from real customers will further motivate them to do a good job.\n\nAmong the received comments, there's always a fun one. In Marché's case, there are quite a few guests who attach a photo of an empty plate and add that “the food was so good they didn't have time to photograph it before it was gone”. We were also amused by a sincere comment Vello wrote in Estonian, calling it “his favorite stop in Slovakia”. Mr. Bojan concretely suggests that he “misses modern decorative plants made of artificial materials in the restaurant and a screen to hide the view of the parking lot with vegetation, given the building's architecture with bamboo”.\n\n

Feedback as a Source of Service Improvements for the Company

\nMarché gladly accepts all reviews, both positive and negative. Of course, we cannot expect all received feedback to be excellent. It is entirely realistic that a negative one will occasionally come in. However, based on the experience of Marché and other companies that actively collect customer feedback through the Artur system and the connected VseStoritve.com portal, negative feedback is more than welcome. It alerts the company to potential problems that can be rectified immediately. On the other hand, such opinions are a good source of information on what else the company can do to provide an even better experience for its customers.\n\nAngela, for example, states (the review was written in English) that she would rate “her satisfaction 120% if the food was also labeled in English”. Nataša was bothered because she “could not get two high chairs for the table”. Barbara misses “a dog corner where they could wait (in the shade) for their owners during a stop”.\n\nAll of this and many other comments are very useful suggestions on what the company can do to make its customers even more satisfied and eager to return. Improvements don't necessarily require a lot of time or money; some are quite simple, yet their impact is far-reaching.\n\n

The Main Benefit of Collecting Feedback: Provenly Better Customer Experience

\nCustomer feedback is inherently valuable for management and employees. It provides direction for improvements, and the average rating serves as a credibility index, informing new potential customers whether they can expect a similar experience with the company. The primary goal of collecting feedback is to improve the customer experience, leading to repeat business and increased profitability.\n\nIn Marché's case, the benefit of collecting feedback is well confirmed by the improvement in mystery shopper results, which they conduct regularly. Two to three times a year, a mystery shopper visits and evaluates the customer experience in 17 Marché restaurants across Slovenia. The results achieved after implementing regular feedback collection show a significant improvement in employee-customer interactions.\n\nBarbara Bele, Sales Manager for Marché in Slovenia and Croatia, says: “Compared to the mystery shopper results from March 2017 (one month before actively collecting guest feedback), we have improved the overall company rating by 7.32% (achieving 89.62% out of 100%), which is an excellent result. We attribute this to everything we have invested in ensuring our guests' satisfaction. We continuously train our employees and ensure they apply their acquired knowledge in practice.”\n\nThe reason, of course, is also that employees know the company monitors their customers' satisfaction, leaving less room for error. They are more engaged in their work and customer satisfaction is much more important to them. Higher customer satisfaction increases loyalty, and greater loyalty has a direct impact on the company's financial performance.\n\nBarbara Bele's experience confirms this: “Continuous collection of guest reviews and comments through VseStoritve.com gives us an excellent insight into service levels. We regularly provide comments to unit managers and employees who ensure that negative aspects of services are immediately addressed and strive even harder for our guests' satisfaction in the future.”\n\n

Ensuring an Excellent Customer Experience is the Only Path to Company Success

\nMarché's experience with collecting feedback confirms that a successful business strategy must provide customers with a good experience from their first contact with the company, throughout the entire purchase process, and to the very conclusion of the purchase. After just a few months of use and good results, they expanded their feedback collection strategy to restaurants in Croatia, where the results are even more telling due to higher customer traffic during the summer months.\n\nBarbara Bele also emphasizes the importance of the feedback collection method for gaining good insight into the customer experience: “We have been collecting guest reviews through traditional forms (paper leaflets on tables) for many years, but the number of reviews was very low, so we could not use them as relevant data about our guests' purchase experience. When we switched to online feedback collection via VseStoritve.com, the number of reviews significantly increased, providing us with usable data for improving our services.”\n\n

If you also enable your customers to have a good experience throughout their purchase process, it will increase loyalty and enhance the lifetime value of your customers.

\nFor collecting feedback, like Marché, you can use the Artur system. A free trial is also available to see the benefits it can bring you – write to info@artur.com. The reviews you collect with Artur's help will also be visible to your potential customers on the VseStoritve.com portal, which they use to search for service providers, at no extra charge.", "date": "2018-01-16", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/01/Marche-studycase_h.jpg", "tags": [ "Feedback Collection", "Case Study", "Mystery Shopper" ], "author_email": "admin@example.com", "paragraph": "Marché enhanced its customer experience by actively collecting and analyzing guest feedback. This case study highlights how their strategy, utilizing Artur and VseStoritve.com, led to measurable improvements in satisfaction and service quality." }, { "title": "Are Your Customers Satisfied or Enthusiastic?", "slug": "are-your-customers-satisfied-or-enthusiastic", "content_html": "\"Enthusiastic Enthusiastic customers are loyal customers who increase company profits.\n\nMost companies are content with their customers being satisfied. However, they forget that a satisfied customer is an indifferent customer who doesn't yet feel true loyalty to the company. Only enthusiastic customers become loyal customers who increase company profits. \n

Satisfied Customers Are Indifferent, Enthusiastic Customers Increase Your Profits

\nCompanies that realize the importance of monitoring customer satisfaction often fall into mediocrity – if their customers are satisfied on average, that's enough for the company. But what does it actually mean for a customer to be satisfied?\n\nLet's look at a store example. A customer comes into a store because they need a shirt. They find a suitable shirt, take it to the checkout, and buy it. This customer is basically satisfied; they got what they wanted. However, they are not enthusiastic. They won't come home and tell acquaintances excitedly about what a great shopping experience they had, or how friendly and knowledgeable the staff are in this store.\n\nWhen this customer needs a similar product next time, they might go back to this store, they might go to a competing store, or they might decide to buy from an online store. A satisfied customer is often indifferent about where they will make their next purchase.\n\nAn enthusiastic customer, on the other hand, will likely return to the store, even if they have to travel an extra kilometer or two. What's more, they are very likely to tell acquaintances about their experience and recommend the store to them.\n

Why Are Enthusiastic Customers Crucial for a Company?

\nSuccessful companies know that the most reliable path to long-term success and higher profits is acquiring enthusiastic customers. Enthusiastic customers buy more, are more likely to recommend the company to acquaintances, and provide feedback and suggestions for the company's service development.\n

How Do You Find Out What Kind of Customers You Have?

\nThe easiest way to determine your customers' loyalty is to simply measure it. You can guess or form your own idea about your customers' loyalty, but it's often not realistic. You often see your company, its products, or services in a better light than your customers do. Relying on your own assessment of customer loyalty usually harms the company more than it helps.\n\nThe most commonly used tool for measuring customer loyalty is the Net Promoter Score (NPS) tool. This tells you how likely a customer is to recommend you to their friends. A customer can rate you on a scale from 0 (1) to 10, indicating how satisfied they are with you. Your promoters are those customers who are enthusiastic about you (rate you 9 or 10).\n\nThe NPS index value for a company ranges between -100 and +100. If your NPS index revolves around 0, your service is average; if its value is above 50, the service is good; if you manage to raise the NPS value above 70, then your service is exceptional.\n

A Good Average Rating Doesn't (Yet) Mean Loyal Customers

\nCompanies that systematically collect customer feedback with the Artur solution often notice a gap between the overall ratings of their services, products, or employees and the NPS value. This means that customers might rate a service as well done, but it didn't impress them enough to become loyal customers and promote the company to acquaintances.\n\nThe company receives a good overall service rating and only an average NPS index. The company is thrilled with its customer satisfaction, but it's not reaching the desired goal – loyal customers who increase company profits long-term.\n

Let Your Customers Tell You What You Need to Do for Their Loyalty

\nCompanies that want to achieve high customer loyalty in the long term systematically collect customer feedback at all points of interaction between the company and the customer. They actively monitor the results of various satisfaction measurement methods (overall ratings, ratings of individual service elements, and NPS index). And most importantly, they listen to their customers – customers say what they like, what bothers them, and what they want from the company.\n\nCompanies that actively listen to their customers transform their satisfied customers into enthusiastic, loyal customers who help the company on its path to long-term profit growth.", "date": "2018-01-23", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/01/Navdusene-stranke_h.jpg", "tags": [ "NPS Index" ], "author_email": "admin@example.com", "paragraph": "Discover the difference between satisfied and enthusiastic customers. Learn why enthusiastic customers are key to long-term business growth and how to measure and cultivate their loyalty." }, { "title": "Net Promoter Score (NPS Index) Explained Simply", "slug": "net-promoter-score-nps-index-explained-simply", "content_html": "\"NPS With the NPS index, you can accurately measure your customer satisfaction.\n\nThe Net Promoter Score (NPS) is becoming a mantra in Slovenian companies. Suddenly, it's something a company must measure and achieve the best possible result. But what exactly is the NPS index, explained simply?\n\nAt its core, NPS is a very simple way to measure your customer satisfaction. You ask customers a simple question:\n

\"How likely are you to recommend us to your family and friends?\"

\nCustomers answer with a score on a scale of 0 (or 1) to 10. Based on the score given, customers are categorized as detractors, passives, and promoters. The NPS index can range from -100 to +100. If you manage to achieve an index value above 50, you generally have satisfied customers; if you achieve a value above 70, your customers are enthusiastic about you.\n\n
\n

You can also read more about the NPS index in the article Customers Can Be Your Best Promoters.

\n\n\n
\n\nUp to here, everything is clear and understandable. But what does it actually mean? Most companies are content with their (good) results and treat it as just another company indicator they track monthly. However, NPS can offer much more if you want it to.\n\nLet's look at an NPS explanation using 30-day data from one of the companies that uses the Artur system to measure customer satisfaction.\n\n\"NPS\n

Overall Service Rating 4.5 (out of 5)

\nA very good average rating indicates that most customers are satisfied with the company. But beware – satisfaction is not the same as customer enthusiasm, as we saw last week in the article Are Your Customers Satisfied or Enthusiastic?. A satisfied customer came into the store, bought what they needed, and left. An enthusiastic customer, however, will tell their friends about the store and is very likely to return to the same store for their next purchase. While an overall rating is a good indicator, it doesn't tell you the degree of your customers' enthusiasm.\n

NPS is 55, with a drop in the last month

\nThe NPS index is good. The company falls into the group of companies with good service and satisfied customers (NPS value 50-70). A drop of 10 points is concerning, especially with a sample size of over 1000 ratings. The company should investigate what has changed in their service process and why it has had a negative impact on how customers perceive their service.\n\n
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Attention! The number of collected reviews represents a sample of all customers. A sufficiently large sample is a statistical reflection of reality. The company must understand that, for example, the number of detractors (138) actually represents 12% of all customers.

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The company had 138 detractors (12%) last month

\nCustomers who rate you a one or a two are telling you they won't come back. Not only that, they will likely tell their family and friends about their bad experience. Every detractor should be a cause for concern for the company, and you need to find out what/why it happened. Detractors are a source of improvement – every time a company eliminates a reason that created a detractor, it improves its service for all future customers.\n

257 (23% of the company's customers) are passives

\nPassives, in simple terms, are indifferent to your company. They were satisfied with their purchase at the store, but they are not enthusiastic. When it's time for their next purchase, they might come to you, they might go to a competitor, or they might make an online purchase. Companies aiming for long-term profit growth must find a way to activate these customers and increase their loyalty.\n

65% of customers (732) are promoters

\nPromoters are the apostles of your company. They speak highly of you to their circle of acquaintances. They return regularly – even if it presents an inconvenience for them. A promoter is a customer willing to drive 10 kilometers to your store instead of stopping at a nearby, competing store. Promoters are your golden geese, loyal customers who form the backbone of your long-term success and profit growth strategy.\n\nAs we can see, the company above has many promoters, with two-thirds of its customers satisfied with them. The battle for customers is never over, so this company must maintain its existing service quality (retain promoters) and direct most of its efforts toward resolving the issues that turn a seventh of their customers into competitors' customers.\n\nBy actively collecting feedback, the company gains insight into the reasons for customer churn. The collected information can be used for systematic improvement of service quality. NPS is a measure of improvement; if the index grows, the company can expect increased customer loyalty.", "date": "2018-01-31", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/01/NPS-razlaga_h.jpg", "tags": [ "Digital Credibility", "NPS Index", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how to understand and utilize the Net Promoter Score (NPS) to measure and improve customer satisfaction, turning passive customers into loyal promoters." }, { "title": "Likely the Biggest (Hidden) Opportunity for Slovenian Businesses - Customer Retention!", "slug": "biggest-hidden-opportunity-slovenian-businesses-customer-retention", "content_html": " Customer retention is a big opportunity for Slovenian businesses. Is it still hidden in your company?\n\nA lot of money and time is invested in marketing and acquiring new customers in companies. Nothing wrong with that, of course, you need to acquire new customers and increase sales. However, there is still too little thought given to retaining existing customers, which is much cheaper than acquiring new ones. As much as 6-7 times cheaper!\n

Customer Retention vs. Acquisition

\nIn all companies, you surely face the challenge of sales. Every day, month, and year, you need to generate new sales, preferably always more than in the previous period. All sales come from two sources: from your loyal customers whom you retain, and from new customers whom you acquire.\n\nCompanies often invest the majority of their energy and resources in acquiring new customers. They run marketing campaigns, advertise, and gradually acquire new customers. This is, of course, sensible, but only when they also manage to retain a large portion of their existing customers. Successful companies first ensure excellent service that retains most of their current customers before they start acquiring new ones.\n

Why is Customer Retention Worthwhile?

\n
    \n\t
  1. It is proven to be cheaper (up to 7 times cheaper) to sell to an existing customer than to a new one.
    2. \n
\nYou will need to invest 6-7 times more in acquiring a new customer than the methods of retaining existing customers cost you.\n
    \n\t
  1. A 5% loss of customers can represent a 95% loss of profit.
    2. \n
\nIf you retain just a few more customers, it can significantly impact your profits. Loyal customers will buy more, and their lifetime value will increase. Looking at it from the other side, the damage of a lost customer is even greater. A company must cover its costs one way or another. Therefore, every lost customer is a loss of net profit.\n
    \n\t
  1. A small churn of customers is proof of the quality of services and products.
    2. \n
\nIf you have satisfied customers, they will remain loyal. They will likely recommend you, thus helping you acquire new customers. Acquiring new customers thus becomes easier and cheaper.\n

How to Increase Customer Loyalty?

\nListen to them. The easiest way to find out what customers think about your company is to systematically collect their feedback. Based on a large sample of customer feedback, you will precisely learn what customers want from you, what bothers them, and what they still desire. Don't guess; derive insights from your customers and adapt to them. Satisfied customers are loyal (and profitable) customers.\n\n
\n

You can find a good insight into the reasons for customer loss and some tips for retaining them in the article Prevent Customer Loss by Strengthening Their Satisfaction.

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\n\n

What is Your Company's Focus?

\nLet me ask you something. Does your company have a marketing department? People responsible for advertising, promotional materials, public relations, etc.? Do you have a budget allocated for this? What about a customer retention department? People responsible for managing the customer experience, customer satisfaction, and nurturing relationships with them?\n\nA typical Slovenian company usually has a strong marketing department and a corresponding budget. However, it dedicates less attention to customer retention, which, as we have seen, can be up to 7 times cheaper than sales. Focus on activities that will increase customer retention (and thus loyalty)!", "date": "2018-02-13", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/02/Skrite-priloznosti_h.jpg", "tags": [ "Digital Credibility", "Business Decisions", "Customer Satisfaction", "Customer Retention" ], "author_email": "admin@example.com", "paragraph": "Discover the hidden opportunity for Slovenian businesses: customer retention! Learn why keeping existing customers is significantly more cost-effective and profitable than acquiring new ones, and how to foster loyalty." }, { "title": "Why Collect Customer Feedback?", "slug": "why-collect-customer-feedback", "content_html": "\"Why There are many reasons to listen to and consider your customers' feedback at every touchpoint with your company.\n\nSuccessful companies swear by gathering feedback from their customers and use it as a basis for implementing business improvements. Timely resolution of potential issues and consequently higher customer loyalty are just some of the benefits that collecting customer opinions brings.\n\nHowever, if you decide to collect opinions simply because successful companies do, but you don't intend to use the information obtained, you will benefit very little from it. Think of obtained opinions as a tool that helps you:\n\nThe goal of collecting feedback is therefore to increase customer loyalty. You can only increase loyalty through better services and products, and by providing a better customer experience. If you know what bothers customers during their interaction with your company, what they like, and what they still desire, and you implement the acquired information into your business operations (resolve potential issues, encourage customer-friendly employee behavior, etc.), you will increase loyalty and long-term profitability. This is known as “customer driven decisions” abroad.\n

So, what are the benefits of collecting opinions?

\n

Increasing Company Credibility

\nThis is especially important for companies selling products and services that a customer buys for the first time or very rarely (e.g., once a decade). This customer doesn't know the market well enough to choose the best provider. By collecting your customers' reviews, you build a credibility index that can demonstrate your customer satisfaction. If your existing customers are satisfied, a new customer is very likely to be satisfied as well.\n

Increasing Employee Engagement

\nWhen a company has multiple branches, it's difficult to have a good overview of the service quality in each one. By asking customers for feedback, you get a constant insight into their satisfaction. Furthermore, employees in the branch know that every customer is a potential mystery shopper, which makes them more engaged in their work. No one wants to explain why they were, perhaps only for a moment, unfriendly to a customer.\n

Insight into Your Field Employees' Work

\nSimilar to branches, you likely can't say with certainty what experience your customers have when interacting with a field representative. This could be a marketer or sales representative, an insurance or real estate agent, a service technician who visits the customer on behalf of your company, etc. All these employees represent your company and are the customer's point of contact. Customer loyalty to your company also depends on how satisfied customers are with this employee. These employees will also try harder in their work because they will know that the company monitors their interactions with customers. Your company will thus gain real insight into the situation in the field, and you can use this data for employee training.\n

Quick Resolution of Potential Issues During Customer Interaction with Your Company

\nNo matter how hard your employees try, a poor customer experience can sometimes occur. Make it easy for customers to report potential problems. If you invite them to provide feedback immediately after a service is completed, they will tell you about their experience. You will be able to resolve the issue, and the customer will likely not express their dissatisfaction elsewhere.\n

Increasing Customer Loyalty Through Systematic Improvement of Their Experience

\nAll the mentioned advantages of collecting customer feedback ultimately lead to increased loyalty. Customers tell you their expectations, which you must meet or even exceed. Fulfilled expectations mean satisfaction. If you incorporate meeting expectations into your company's business strategy, it will definitely increase your customer loyalty and attract new ones.", "date": "2018-02-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/02/zakaj-zbirati-mnenja_h.jpg", "tags": [ "Feedback Collection", "Customer Satisfaction", "Customer Retention" ], "author_email": "admin@example.com", "paragraph": "Collecting customer feedback is crucial for improving your business. Understand why listening to your customers can boost credibility, engagement, and ultimately, loyalty and revenue." }, { "title": "What are the benefits of the Artur.com system for online stores?", "slug": "benefits-of-artur-com-system-for-online-stores", "content_html": "\"Benefits The main benefit of the Artur system is the proof of satisfaction from existing customers, which an online store can use to increase conversions.

Only Artur provides online stores with a constant and continuous insight into the real satisfaction of their customers. The feedback that online stores gain with the Artur system can bring them several different benefits.

Reviews create a credibility index for the store, which serves as 'peer approval' proof of customer trust and/or proof of product quality. Daily insight into customer satisfaction tells the store what customers like, what bothers them, and what improvements they expect. A company that promptly responds to customer needs and systematically improves its website also increases its customer base. And this is precisely where the benefits of the Artur.com system are evident.

 

Case 1: Online Store Credibility Proof – EtuiZaMobi.si

Online store selling mobile phone accessories. Customers do not distinguish between different online stores for mobile phone accessories, nor do they know the brands of accessories. Customers who have had bad online shopping experiences in the past find it harder to decide to buy from an unknown online store or to buy products whose brands they don't know.

Solution:

The EtuiZaMobi.si online store systematically collects customer feedback. It publishes the credibility index on key subpages (product presentation, shopping cart). The credibility index tells customers they are in a reliable store with over 1100 satisfied customers, which increases trust in the online store and the purchase within it in the eyes of a new customer.

\"Benefits

 

\"Benefits

 

Case 2: Product Quality Proof – odeja.si

Product quality is most easily proven by verified satisfaction from previous buyers. Odeja d.d. produces quality products, but they are in a slightly higher price range. The average customer does not buy blankets and similar products often, so they usually do not know the market providers and the differences in the quality of their products.

Solution:

Odeja d.d. systematically collects feedback from verified customers about their satisfaction with their products. The collected reviews can be used as proof of customer satisfaction with the product quality on their website and in their promotional materials.

\"Benefits

 

Case 3: Systematic Online Store Improvement

Companies are increasingly aware that customer loyalty is the most effective way to achieve long-term profit growth. Loyal customers return regularly and often promote the company to their social circle. Customer loyalty is easiest to ensure by offering the customer exactly what they expect from you.

Companies that are aware of the importance of customer loyalty use the Artur system to rigidly monitor customer satisfaction. This way, they find out what their customers like, what bothers them, and what they expect from them. They immediately learn about any potential purchase problems and can resolve them immediately to the customer's satisfaction.

By listening to their customers, they systematically improve the shopping experience for all their customers and thus increase their loyalty.

\"Benefits

 



If you would also like to try the Artur system for free and see for yourself what benefits it can bring you, write to info@artur.com.", "paragraph": "Discover how the Artur.com system enhances online stores by leveraging customer satisfaction to boost conversions. Learn how to build credibility, prove product quality, and systematically improve the customer experience for long-term growth.", "date": "2018-03-01", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/03/Koristi-artur-spletne-trgovine_h.jpg", "tags": [ "Digital credibility", "Online store credibility", "Increase conversion", "Case study" ], "author_email": "admin@example.com" }, { "title": "Do You Know the Actual Cost of a Lost Customer?", "slug": "know-actual-cost-lost-customer", "content_html": "\"The The cost of a lost customer is higher than you might expect, so you must strive for the satisfaction of every single customer.\n\nSuccessful companies know that meeting their customers' expectations is crucial for long-term success. Take some time to review your business analytics. You'll find that the price of a lost customer is much higher than you might have anticipated.\n

Direct Cost of a Lost Customer

\nIn the article Prevent Customer Loss by Strengthening Their Satisfaction and Loyalty, we calculated the value of a customer to a company. Customer lifetime value is defined as the sum of all the money a customer will spend with your business throughout their lifetime. You might be among the (few) companies that track the value of individual customers over a year, but only customer lifetime value puts the numbers into proper perspective. Mostly, companies focus intensely on acquiring new customers instead of retaining existing ones. Only 20% of your customers are truly loyal. But these 20% bring you 80% of sales! Neglecting the retention of loyal customers is a big mistake when you consider the cost of a lost customer.\n

Social Impact Cost of a Lost Customer

\nDissatisfied customers tell their friends and acquaintances about their experience. They will also tell them about an excellent experience. If you merely meet their expectations, perhaps not, but if you exceed them, then definitely. Loyal customers bring you new customers, further increasing their lifetime value.\n\nBut let's go back to dissatisfied (lost) customers and their social impact. A customer who had a bad experience tells an average of 16 people about it. This roughly means you've lost 17 customers. If you know the lifetime value of one customer (or at least how much a customer brings you in one year), you can quickly calculate the cost of 17 lost customers.\n

Multiplying the Cost of a Lost Customer Online

\nWith the advent of social media and websites that measure customer satisfaction with a particular company, the impact of a dissatisfied customer has expanded significantly. A single customer now has an extremely large audience. And these are not just their acquaintances, but also complete strangers – your potential customers who are looking for information about your company. This is because 88% of consumers trust online reviews as much as they trust the opinions of their friends.\n

Example Calculation of the Actual Cost of a Lost Customer

\nLet's look at a rough calculation of the cost of one lost customer. For example, let's take a restaurant that a customer visits three times a year and spends an average of 30 EUR per visit.\n\nA rough calculation thus shows that a customer dissatisfaction, who pays \"only\" 30 EUR for dinner, can cost you 10,530 EUR in just one year. The cost of a lost customer is therefore much higher than you might have expected and should absolutely not be ignored. And that is precisely why you must strive for the satisfaction of every single customer.\n

Do You Even Know a Customer Has Left?

\nThe numbers above are telling, and you'd surely want to prevent them. But do you know the reason why your customer left? Even better: do you even know you've lost them? Research shows that only one in 30 lost customers tells the company why they are dissatisfied. The other 29 find another provider, and the first one never finds out why they lost them. Do you think this isn't true? Have you ever been in a restaurant and waited an extremely long time for food? The food might have been delicious, but you were certainly not satisfied with the staff's attitude? When will you visit the same restaurant next time? Will you ever return? And if not, will you tell the owner or manager why? Most of you will probably leave the restaurant quietly, with the conviction that you won't return, as people have no interest in helping someone who has disappointed them.\n\nA company simply cannot afford to lose customers and not find out why. There are many providers and strong competition in all areas, so customers will always switch providers. Unless you offer them a reason to remain loyal only to you. Make sure you exceed expectations and that the customer will want to return.\n

Take Care of Customer Retention

\nYou can find and try many customer retention methods, but they must all be based on obtaining feedback from your customers. Listening to customers allows you continuous insight into their satisfaction and provides the opportunity to correct any mistakes in a timely manner. Customers will be more satisfied and consequently more loyal, and you will reduce the probability of a dissatisfied customer leaving to a minimum.\n\nSome tips for increasing your customers' satisfaction:\n\nGathering feedback is therefore fundamental, but by no means sufficient. You must monitor and analyze customer opinions and reviews. At every touchpoint. The best feedback monitoring systems allow you good insight and quick reaction. This way, you will know which elements you can further improve for greater customer satisfaction.", "date": "2018-03-05", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/03/Strosek-izgubljene-stranke_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Understand the significant financial impact of losing a customer, encompassing direct costs, social influence, and online reputation. Learn how to calculate these costs and implement effective strategies to improve customer satisfaction and retention." }, { "title": "How to Interpret Customer Feedback Results?", "slug": "how-to-interpret-customer-feedback-results", "content_html": "\"Sometimes Sometimes it's necessary to look at feedback in more detail to understand the true (dis)satisfaction of a customer.\n\nCompanies that want to increase customer loyalty strategically monitor their customer satisfaction. They gather data by collecting customer feedback. It is very important how to collect it correctly and which information to monitor to help you discover shortcomings in your customers' user experience.\n\nThe way you obtain feedback determines whether you get genuine or useful responses. Let's look at an example of a rating received by one of the companies that uses Artur's solution for collecting and analyzing feedback.\n\n\"Customer Customer feedback rating the shopping experience in a store\n\nWe will divide the feedback into segments. This will make it more understandable how different information you can get from a customer if you don't have a well-thought-out method for collecting feedback.\n\n \n
    \n \t
  1. \n

    Checking Satisfaction from 1 to 5

    \n
    2. \n
\n\"Customer\n\nThe customer rated their shopping experience in the store with only two stars on a scale of 1 to 5. If we only look at this data, then we must conclude that the customer is dissatisfied with their experience. Furthermore, we do not know, nor can we infer, what is the cause of their dissatisfaction and cannot fix it.\n\n \n
    \n \t
  1. \n

    Checking General Satisfaction and Selected Other Elements of the Company's Service

    \n
    2. \n
\n\"Customer\n\nIn addition to general customer satisfaction, companies are likely interested in something more specific. For example, how customers rate satisfaction with individual important elements of their services. If we look at the selected rating in more detail, we see a significant gap between the overall rating and the ratings of individual elements. It is quite obvious that the customer was very dissatisfied with something, but the cause of this dissatisfaction is not any of the most important elements of this company's services. The customer rated all checked service elements very well (with 4 out of 5 stars). Their NPS score is also quite high (8 out of 10), which even means they would likely recommend visiting the store to their acquaintances.\n\nFrom this rating, the company already gets more information – if nothing else, at least that they are doing the main, most important elements of their services well. However, they don't find out where the actual problem is. The customer was dissatisfied with something, but with what? What can the company improve to prevent potential dissatisfaction in the future?\n\n \n
    \n \t
  1. \n

    Allowing the Customer to Articulate Their (Dis)satisfaction

    \n
    2. \n
\n\"Customer \n\nIf, in addition to the general satisfaction rating and additional service elements, we also allow the customer to describe the reason for their (dis)satisfaction, we will find out exactly \"where the shoe pinches.\" The aforementioned ratings serve to manage statistics, KPIs, and determine company performance. If we combine them with a textual rating, we will gain good insight into improving satisfaction and the possibility of increasing customer loyalty.\n\nThe customer was satisfied with their purchase in the store. What bothers them is the experience with the loyalty card. A company that manages customer satisfaction has all the information available to improve the customer experience. They can examine the problem, check the communication the company has with loyalty cardholders, and find a solution to address these doubts among members. The company can also respond to the specific customer and react with an explanation of their doubts. The customer will feel special, no longer just a number to the company, and will be more willing to make future purchases at this store.\n\n \n

With Artur, Get Immediately Usable Feedback

\nIf you are involved in managing your customer satisfaction, know that insufficient information can be harmful. If you don't know exactly where the problem is, you can't solve it. Customers will rarely tell you what their problem is on their own, so you need to guide them to give you that information.\n\nArtur's system allows you to design customized questionnaires for your customers and automatically collect customer feedback through online invitations (emails) or offline invitations (invoices, e-tablets in your branches, etc.). The complete flexibility of the solution allows you to obtain feedback tailored to your needs. The kind that will provide you with immediately usable information.\n\n
\n

For a free trial of Artur, the tool for active satisfaction management and increasing customer loyalty, contact us at info@artur.com.

", "paragraph": "Learn how to effectively interpret customer feedback by analyzing ratings and qualitative comments. Discover how to identify the root causes of customer dissatisfaction and leverage this insight to improve user experience and build loyalty.", "date": "2018-03-13", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/03/Interpretacija-ocen_h.jpg", "tags": [ "Case Study", "Feedback Management" ], "author_email": "admin@example.com" }, { "title": "Fast Company Response Turns Dissatisfied Customer into a Loyal Buyer", "slug": "fast-company-response-turns-dissatisfied-customer-into-loyal-buyer", "content_html": "\"Fast A company's quick response to a dissatisfied customer's feedback turned them into a loyal buyer.\n\nWith the ability to monitor customer satisfaction in real-time, the importance of companies reacting quickly to received feedback has also grown. However, the experience of a Slovenian company proves that with a swift response, you can even turn a dissatisfied customer into a loyal one! \n\nCompanies have always valued customer satisfaction. Initially, satisfaction was checked in person, via postal mail, or through phone surveys, and later with mystery shopping. More recently, companies are increasingly using modern technology to check customer satisfaction, which significantly shortens the research cycle. Whereas in the past it was necessary to wait days, weeks, or even months for customer satisfaction results, you now get them almost immediately after a customer's contact with your company.\n\nHowever, along with advantages comes the responsibility for the company to react quickly to the information received, when necessary. This can make a significant difference in your customer relationships.\n

Case Study: Online Store Pričaraj.si

\nPričaraj.si is a Slovenian online store that has been checking customer experience with the Artur tool for some time. So far, 542 customers have provided feedback to the store (and this number grows daily), with the vast majority having an excellent experience. As many as 96% of customers recommend shopping at Pričaraj.si, which is an exceptionally good result.\n\n\"Quick\n\nAs we've mentioned several times, despite efforts, mistakes are practically unavoidable at times. And it happened that one of the store's customers had a bad experience. They were sent the wrong product. On top of that, the postal worker refused to hand over the product, citing insufficient documentation. The customer couldn't reach the online store for clarification, and the subsequent pickup at the post office also wasn't without complications. It's probably unnecessary to emphasize that the customer was extremely dissatisfied with the online store, which they expressed in the feedback they were invited to provide after their purchase.\n\nIt could have ended there. The dissatisfied customer would have left, told friends and acquaintances about their bad experience, who likely wouldn't have (or anymore) shopped at this store.\n

Real-time Information and Fast Company Response

\nHowever, because the online store Pričaraj.si received information about the problem and reacted quickly, they ultimately **turned a dissatisfied customer into a loyal buyer**. The store manager read the customer's feedback and immediately and sincerely explained how almost everything went wrong with the fulfillment of her order. They explained that unfortunately, the supplier misread the order number and sent the wrong product. A new employee at the online store also overlooked the error. Postal workers, who had previously provided all services as agreed, added to the issues. Furthermore, the store manager lost the customer's contact details to return their call and resolve the misunderstanding. The sincere explanation and apology led to the customer's understanding and ultimately, even praise for the problem-solving process itself.\n\nMarko Šubic, manager of the online store Pričaraj.si, explains: “It's true. We received a negative review and realized that unfortunately, everything that could go wrong with this order, did go wrong. We apologized to the customer and sincerely explained how it happened, so in the end, she thanked us for our approach and assured us she would remain our customer. This is precisely where I see a great advantage of monitoring our customers' experiences – we immediately find out where the problem is and get the opportunity to fix it.” The story concluded with the customer wanting to write a new, better review of her experience in the online store.\n

3 Benefits of a Fast Response to Feedback

\nThe most important benefit of a swift response to feedback is, as we've seen, **strengthening customer satisfaction and retention**. You are informed of potential problems in real-time and can react appropriately. A quick solution to a problem will strengthen the customer's trust in your brand, and they will remain loyal to your company despite a negative experience. Whether a dissatisfied customer's trust in the company increases or is completely lost depends on the company's response.\n\nThe second benefit of an immediate response relates to **how customers perceive such surveys**. Many believe that checking customer experience is an end in itself. Perhaps they have shared their opinion before but haven't seen any results or improvements. Customers feel they are not being listened to, which leads to a poorer response rate to invitations for feedback. However, if a company responds to their opinion or even implements changes based on it, customers feel their feedback has fallen on fertile ground. In the future, they will be more likely to respond when invited to provide feedback.\n\nThe final benefit of an immediate response is **building customer relationships**. Trust is the most crucial building block of a relationship. If you react to a problem immediately, the customer will trust you more; if you communicate that you are listening, they will be more loyal.\n", "date": "2018-03-28", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/03/Hiter-odziv_h.jpg", "tags": [ "Responding to Reviews", "Case Study", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover how a swift company response can transform a negative customer experience into loyalty. Learn from the Pričaraj.si case study and understand the key benefits of prompt feedback resolution." }, { "title": "5 Quick Tips to Better Understand Your Customers", "slug": "5-quick-tips-to-better-understand-your-customers", "content_html": "\"Understand Understand your customers' expectations and fulfill them to increase their satisfaction and loyalty.\n\nCompanies that understand and meet their customers' expectations achieve greater success. Would you like to get to know your customers better? Below are 5 quick tips to help you do just that.\n

1. Ask Customers for Feedback

\nIf you want to know what customers think about your company, simply ask them. Research shows that 75% of customers want to share their opinions, so give them the opportunity. Ask them why they chose your company for their purchase and what you can do to make their buying experience even better. By asking for feedback, you involve them more in the sales process and let them know you value their opinion.\n

2. Implement Improvements in Your Business

\nUse customer feedback to improve their buying experience. If opinions indicate dissatisfaction with a product, improve it. If they point out shortcomings in service quality, train employees to provide customers with an even better experience.\n

3. Connect with Customers on Social Media

\nYour activity on social media connects you with customers. Share content related to your brand that interests your target audience.\n

4. Maintain Contact with Customers After Purchase

\nDon't let your relationship with a customer end after the purchase. Stay in touch with them while you know they are using your product, until you know it's time for them to repurchase. This will foster customer trust and loyalty.\n

5. Ask for Feedback at the Right Time

\nDeciding when to invite a customer to provide feedback is crucial. It determines whether you will receive a high-quality opinion that you can use to improve your products or services. If you are checking the buying experience, you can send an invitation for a review immediately after the purchase. If you want the customer to also review the purchased product, you need to wait until it's delivered or enough time has passed for the customer to test it before asking for their opinion. Only then will you get useful feedback.\n\n
\n\nArtur Tool, with its various functionalities, allows you to get to know your customers well and use their opinions to improve the customer experience.\n\n ", "paragraph": "Discover actionable strategies to better understand your customers' needs and expectations. Learn how to leverage feedback and improve your business for increased customer satisfaction and loyalty.", "date": "2018-04-04", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/04/Spoznajte-stranko_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "3 Phases of a Good Program for Effective Customer Satisfaction Management", "slug": "3-phases-effective-customer-satisfaction-management", "content_html": "\"Customer The 3 phases of a good customer satisfaction management program are collecting and analyzing feedback, and implementing changes.\n\nThe customer experience is shaped through all touchpoints they have with your company. Every interaction is a critical moment when you need to listen to your customers' voice to provide them with an even better experience. Managing customer satisfaction (VOC, Voice of the Customer) can be made easier by implementing a quality solution for monitoring customer satisfaction.\n\nIt's good to take time to identify all customer touchpoints. Most companies only consider the narrow purchase process, but the customer has interacted with the company much earlier. When they visited the website, called an information line (or you called them), sent an email with a question, perhaps visited a physical store... At this point, we can't talk about a purchase yet, but their opinion about the company is already being formed. Consider all possible touchpoints a customer has with your company. Then you can proceed to improve customer satisfaction at each of them.\n

3 Phases of a Customer Satisfaction Management Program

\nA good customer satisfaction management program has 3 phases. Unfortunately, many companies make the mistake of implementing only one or two into their business, lacking the will or capacity for the third. In such cases, we cannot talk about good customer satisfaction management, but only about checking it. And what are these three phases?\n

1. Collecting Customer Feedback at All Touchpoints with Your Company

\nThe initial phase of a customer satisfaction management program is determining the current state. Many companies are already opting to collect customer feedback during their interactions with the company. The key is to collect feedback constantly and ensure it's relevant. You need to guide the customer to tell you what you're interested in. Additionally, you must give them the opportunity to tell you what's on their mind.\n

2. Analyzing Collected Feedback

\nNow that you have collected your customers' feedback, it naturally needs to be analyzed. The quality of the results depends on your decision about what you wanted to find out from your customers in the first phase. If you asked the right questions, the analysis can help you identify key areas that need improvement. Review statistics, trends, and the content of individual opinions to prepare a plan for implementing changes.\n

3. Implementing Changes Based on Feedback Insights

\nThis is a step you must not neglect! The feedback analysis has highlighted points that leave your customers indifferent or even dissatisfied. Leverage this insight and implement changes that will improve your customers' satisfaction. Prove to them that you want to provide them with a better experience when they interact with your company.\n\n
\n\nUse Artur's tool to collect and analyze your customers' feedback. You can test Artur without obligation by writing to info@artur.com.", "paragraph": "Discover the 3 essential phases of effective customer satisfaction management: collecting feedback, analyzing insights, and implementing impactful changes. Learn how to listen to your customers and continuously improve their experience with your business.", "date": "2018-04-12", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/04/Upravljanje-zadovoljstva-strank_h.jpg", "tags": [ "Digital Credibility", "Business Decisions", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "How to Get Customer Feedback When You Don't Have Their Emails?", "slug": "how-to-get-customer-feedback-no-emails", "content_html": "\"If If you don't have customer emails, you can invite them to provide feedback in other ways\n\nThe most effective way to get customer feedback is via an email invitation immediately after a customer interaction. However, this doesn't mean that businesses without customer emails can forget about their customer experience. There are other ways to reach your customers and get their opinions.\n\nFor the most part, we've talked about feedback invitations sent via email. This method has proven to be the most effective, but it's far from the only one. If you don't have your customers' email addresses, there are several alternative ways to gather their feedback. Good systems for collecting and analyzing customer feedback allow you to review opinions obtained through various channels.\n

Possible Ways to Get Feedback

\nIf you don't have their emails, you can direct your customers to a questionnaire in one (or more) of the following ways:\n\nCustomers receive an invoice with their purchase. An invitation to rate their purchase experience can be printed on it. Customers would then complete this on your website, directed by a URL or QR code. For customer traceability, they can enter a unique code (e.g., invoice number) into the questionnaire. If traceability isn't needed, this step can be skipped. The customer rates their experience and points out any shortcomings.\n\nIt wouldn't be a stretch to say that most of us are somewhat dependent on the internet. I'd also venture to say there are few who wouldn't connect to free internet if it's available. If you offer it to your customers, you can direct them to a rating system immediately after they connect, where they can leave feedback about your business.\n\nIn places where your customers are (store, waiting room, salon, etc.), you can hang a poster inviting them to your website to rate you. In cases of personal contact, you can give the customer a business card with instructions on how to leave feedback. Consider your customer interactions and find a way to guide them to your rating system.\n\nIf you don't have your customers' email addresses but still want to send email invitations, you need to collect them. You also need to obtain the customer's consent to send them messages. Invite the customer to write their email address on a form that clearly states the purposes for which their email address will be used. Later, send invitations to rate their experience to the collected email addresses.\n

Always Direct Customers to the Same Online Reviewer

\nThe common denominator for all feedback collection methods is that the customer always ends up on the same online form. This way, you have all opinions gathered in one place for analysis. You also maintain control over who sees your rating invitation.\n\nWe are confident that there are even more ways to obtain customer feedback. We've highlighted those that Artur's customers have already used and found effective. Some have yielded almost unbelievable results, which we will write more about in the coming weeks.", "date": "2018-04-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/04/Offline-zbiranje-ocen_h.jpg", "tags": [ "Feedback Collection" ], "author_email": "admin@example.com", "paragraph": "Discover effective strategies to collect valuable customer feedback even without their email addresses. Learn alternative methods for gathering insights and improving your customer experience." }, { "title": "8 Tips for Effectively Gathering Customer Feedback", "slug": "8-tips-effectively-gathering-customer-feedback", "content_html": "\"Gathering Gathering feedback should be approached in a way that yields the most diverse responses.\n\nAs we've discussed, a program for effective customer satisfaction management has three phases. The initial phase of such a program is gathering customer feedback. Without feedback, it will be difficult to implement changes in the final phase that will increase customer satisfaction. However, obtaining useful feedback requires detailed knowledge of customer interactions with your company.\n\n
\n

3 Phases of a Good Program for Effective Customer Satisfaction Management

\n\n\n
\n\nFeedback consists of quantitative and qualitative data that highlights opportunities for increased customer loyalty and retention. The opinions gathered must be relevant for them to be usable, and the process of obtaining them must be thoughtful to avoid alienating customers. We have prepared 8 tips for gathering feedback that are good to consider in this step of customer satisfaction management.\n

1. Identify Touchpoints Where You Are Losing Customers

\nThe most valuable feedback for your company comes from the point where you lose the most customers. Find this point and ask them why they stopped purchasing. You will be able to identify their biggest pain point, and if you address this reason, you will bring many more customers to the completion of a purchase.\n

2. Ask the Right Questions at the Right Time

\nIt is recommended to obtain customer feedback at the moment (or as soon as possible) when they encounter a problem. At that point, their memory of the event is still fresh, and they will be more likely to tell you what bothered them. If you give them too much time, they will have processed the situation and may no longer have the interest to rehash it. This is not as simple as it sounds, but you can still prepare a plan to capture customers at the right moment. You can help yourself by dividing the sales funnel into three parts:\n\n

3. Keep the Questionnaire Short

\nCustomers will not take much time to answer your questions. Make it easy for them by asking only essential questions that they can answer quickly. The most effective approach has proven to be a maximum of 5 closed-ended questions with an additional field where the customer can write anything else they wish.\n

4. Maintain Question Relevance

\nAsk only questions that will give you a detailed insight into the customer's experience and highlight areas for improvement. Consider what you are genuinely interested in and avoid all other questions. This will result in much more useful feedback.\n

5. Start with One Touchpoint

\nChoose a point where you can measure results and where the problem is most apparent – why is the purchase not happening? This will allow you to gain useful insights and address the problem. The impact of each change can be directly measured by an increase in sales. Then, you can check satisfaction at other points to bring as many customers as possible through the entire sales process.\n

6. Think About Analysis from the Start

\nAn individual opinion can provide very useful data. You will learn even more in the next phase when you analyze the collected opinions. Even before asking questions, it is good to know what kind of information you want to obtain and which trends you will want to track. This will help you monitor the results of implemented changes.\n

7. Collect Contacts

\nMany companies collect feedback but not the contact information of the customers who provided it. This way, the company gets opinions and insights, but that's where it ends. From a marketing perspective, contacts have great value, but you must state what you will use them for. The simplest incentive for a customer to leave their details is to organize a prize draw or to reward those who took the time to write their opinion with a coupon for their next purchase.\n

8. Don't Forget Mobile Users

\nAn increasing number of customers provide feedback from mobile devices, so consider them as well. Make the questionnaire user-friendly so it can be easily completed on a smartphone.\n

Now is the time for you to get feedback

\nGathering feedback is therefore a fundamental phase of a customer satisfaction management program. If you are not yet collecting it, you will have a hard time guessing what you need to do to increase sales. Good insight into your customers' satisfaction is the basis from which improvements can be drawn.\n\n
\n\nIf you need help with your feedback acquisition strategy or with asking the right questions at the right time, the Artur system consultants will be happy to assist you. Email them at info@artur.com and increase your customers' satisfaction (and thus your company's sales).", "date": "2018-04-24", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/04/Povratne-informacije_h.jpg", "tags": [ "Feedback Gathering", "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Learn 8 essential tips for effectively gathering customer feedback to improve satisfaction and drive sales. Understand key touchpoints, ask relevant questions at the right time, and utilize insights for business growth." }, { "title": "6 Tips for Effectively Moving from Feedback to Improvements", "slug": "6-tips-for-effectively-moving-from-feedback-to-improvements", "content_html": "\"Implementing Implementing improvements suggested by customers in their feedback will definitely increase customer satisfaction and loyalty.\n\nWe have already covered the first two phases of an effective customer satisfaction management program: collecting and analyzing feedback. The final phase of the program is implementing changes that will further increase customer satisfaction. \n\nYour goal should be to increase sales and maintain high customer satisfaction. If your analysis has revealed weak points in the sales process, implementing improvements will definitely encourage more interested consumers to make a purchase.\n\nIf you haven't yet read the tips for a better outcome in the first phase (gathering feedback) and a more effective approach to the second phase (analyzing feedback), you can do so now. This time, we're writing about 6 tips to effectively use customer satisfaction insights for implementing improvements.\n

1. Set the Right Goals

\nThe first and perhaps most important step is setting the right goals. If you don't, your resources may remain untapped or be used for the wrong purpose. Sometimes, an improvement might cost more than it earns, so it's important to look at the bigger picture and assess the feasibility of each change.\n

2. Inform All Stakeholders

\nOnce you know what needs to be changed, inform everyone involved with the change or its \"consequences.\" At the same time, avoid disrupting the rest of the workflow if it's not necessary.\n

3. Differentiate Between Internal and External Changes

\nCustomer feedback will almost certainly fall into one of two categories: those requiring only internal action and those that need to be communicated externally to customers and the public. However, all changes are interconnected, and it's important to appreciate their impact on each other.\n

4. Set Timelines

\nAfter informing employees about the planned changes, you need to set timelines for their implementation. Naturally, you want to restore regular operations as soon as possible and disrupt other work processes as little as possible during implementation. After each milestone, take time to see if you are on schedule and what impact the implemented changes are already having on the business.\n

5. Monitor Progress

\nNot all changes can happen overnight, so it's necessary to manage stakeholder expectations. Regularly monitor the consequences of implemented (or partially implemented) changes. Keep employees informed about progress and also inform customers so they will be more patient while waiting for improvements.\n

6. Inform Stakeholders When Changes Are Implemented

\nIt's the right thing to do, yet this step is often forgotten. Primarily, inform everyone affected by the change. Inform customers who may have complained, as well as those who haven't but will now benefit from improvements.\n\nOf course, don't forget your employees. Inform all those directly affected by the change, as well as those who interact with customers. Not only must you inform them about the changes, but you must also train them on the new workflow.\n\n \n

Why is the Change Implementation Phase So Important?

\nAll three phases of effective customer satisfaction management lead to improvements that are crucial for your customers' satisfaction. If you learn how to increase satisfaction, it would be a shame not to act on it. Many companies follow guidelines and check customer satisfaction. Unfortunately, it often stops at collected data, and no changes occur. Conclude the customer satisfaction management process with improvements for the long-term success of your business.\n\n
\n\nArtur's system allows you to easily collect your customers' feedback and offers a clear analysis of their opinions (you will still have to implement improvements yourself). Write to info@artur.com for a free trial.", "date": "2018-05-15", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/04/Vpeljava-izboljsav_h.jpg", "tags": [ "Digital Credibility", "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Learn 6 essential tips for effectively transforming customer feedback into tangible improvements. This guide covers setting goals, communicating changes, and monitoring progress to enhance customer satisfaction and business success." }, { "title": "How Slovenian Retail Chains Use Social Proof to Increase Sales?", "slug": "how-slovenian-retail-chains-use-social-proof-to-increase-sales", "content_html": "\"Slovenian Slovenian retailers use social proof in advertising campaigns and catalogs\n\nHave you recently noticed promotional campaigns by Lidl and Spar? Lidl's 'Everyone Knows' campaign tells us that customers confirm the quality of their private brands. Spar's 'My First Store' campaign tells us that in an independent survey, the most customers chose Spar as their preferred first store.\n

Why do Spar and Lidl advertise the results of these surveys?

\nBecause they are well aware of the effect of social proof. This works for a simple reason – customers don't believe advertising, but they do believe other customers with whom they share a purchasing experience. If they are satisfied, they probably will be too. Spar and Lidl are well aware of this. Why boast themselves (you know, self-praise is worthless) when your customers can praise you?\n

Does social proof actually influence customer purchasing decisions?

\nHave you ever checked a restaurant on TripAdvisor? Did the reviews of previous guests influence your hotel choice? Before buying a technical product, have you checked the opinions and reviews of other customers? Have you ever made a purchase based on a recommendation from an acquaintance? Then you are proof that social proof influences your purchasing decisions.\n\nIn the examples above, you believed the statements of other customers because you believe that the collected reviews actually came from real customers. You had insight into all the reviews (good and bad) and you trusted the source of the reviews (e.g., that the reviews are not moderated by TripAdvisor).\n

Are Spar and Lidl effectively leveraging the power of social influence?

\nThey are certainly using it better than their competitors, but they still have a lot of room for improvement. Social proof works best when the message of proof is clear, credible, and transparent.\n

Spar Example

\n\"\"\n\nMessage of Proof: Good\n\nYes, the message is clear – Customers chose Spar as their preferred first store.\n\nCredibility: Medium\n\nSpar bases its claim on computer-assisted web interviewing (CAWI) among members of the Mediana online panel. What does this actually mean? The average customer doesn't understand this. While the sample of 1050 respondents is statistically sufficient, it is extremely small considering the industry.\n\nTransparency: Poor\n\nCustomers do not have access to the research; we have to take the company's word for it. This is fundamentally contrary to the concept of social proof, which arises from customer reviews in their raw and unfiltered form.\n\nWhat would be more effective social proof?\n

10,439 of our customers have rated their shopping experience with us an average of 4.7 after their purchase. Here you can see all reviews, good and bad, collected through an independent channel.

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Lidl Example

\n\"\"Message of Proof: Medium\n\nLidl informs us that 89% of survey participants rated their products as good, very good, or excellent. Is this a clear message? Perhaps the wording used isn't the best – theoretically, 89% of customers could have rated the quality as good (3 out of 5), and their statement would still be accurate...\n\nCredibility: Good\n\nLidl built its social proof on a blind test conducted by an external research agency (sample of 5,600 people).\n\nTransparency: Poor\n\nHere too, customers do not have access to the research; they have to trust the company. True social proof comes from customer reviews in their raw and unfiltered form.\n\nWhat would be more effective social proof?\n

81% of our 10,439 customers claim that Lidl's private label products are of high quality. Here you can see all reviews, good and bad, collected through an independent channel.

\n\n

Will Lidl's and Spar's campaigns have a positive impact on sales?

\nYes. The use of social proof in this selected manner will very likely benefit both for two reasons:\n\nCompetitive retail chains cannot publicly dispute claims of popularity and product quality because they simply lack their own evidence of popularity or quality. On the other hand, they cannot allow only the competition to publicly boast about being the best. We can expect more and more companies to start generating real social proof of their customers' satisfaction and communicate it publicly.\n\nSocial proof works, and the fact is that customers use it every day. Companies that manage to create real, credible, and transparent social proof of their customers' satisfaction can expect better business results and long-term profitability growth.\n\n
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Would your company benefit from real social proof of your customers' satisfaction? The Artur system generates a constant flow of feedback for you, provides insight into your customers' actual satisfaction, increases employee engagement, and generates social proof of satisfaction that your potential customers are willing to believe.

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", "date": "2018-06-04", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/06/Social-proof.jpg", "tags": [ "Digital Credibility", "Case Study", "Customer Satisfaction Social Proof", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how Slovenian retail giants like Spar and Lidl leverage social proof in their marketing strategies to boost sales. Discover the effectiveness, credibility, and transparency of their approaches and how you can implement genuine social proof for your business." }, { "title": "How GDPR Affects Your Customer Satisfaction Surveys?", "slug": "how-gdpr-affects-your-customer-satisfaction-surveys", "content_html": "\"GDPR Use a GDPR-compliant tool to survey your customer satisfaction.\n\nGDPR has been a hot topic of discussion and writing in recent months. Businesses are experiencing unrest, or even fear, about whether their customer databases are aligned with the guidelines of this European regulation. Is this justified? To some extent, certainly, but it seems that not everything will be as different as it was.\n\nOf course, ignoring the regulation and the new law is not okay, and it's right that companies are dealing with it. There's also nothing wrong with many companies rebuilding their customer databases from which they obtain explicit permission to send them anything in the future. Most importantly, however, is that companies understand what the new guidelines require of them and find a way to integrate them into their operations.\n\n
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For the purpose of collecting feedback on your customers' purchase experience, we have prepared these useful guidelines.

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What is GDPR?

\nGDPR is the General Data Protection Regulation, which came into effect in all EU member states on May 25, 2018. GDPR grants individuals more privacy rights and gives them greater control over the management of their personal data by service providers. The most significant data subject to control are sensitive health data, racial or ethnic origin, political opinions, religion, genetic and biometric information, and an individual's sexual orientation.\n\nYour personal email inbox has likely been full of messages in recent weeks asking for your renewed consent to receive notifications. Sending messages that are not consistent with the purpose for which your personal email address was obtained will no longer be permitted.\n

What does GDPR mean for your customer satisfaction surveys?

\nIf you use a tool that is GDPR-compliant (as the Artur system is) to obtain feedback from your customers, it is sufficient to add the purpose of using your customers' data to your general terms and conditions and consent to notifications. We have prepared an example amendment below, but of course, you must apply the recommendations meaningfully based on the nature of your business.\n\n
\n\nAdd what is bolded to your existing customer notification consent:\n

Yes, I agree to the General Terms and Conditions and authorize the processing of the entered data for order fulfillment, including all communication related to the order, and for verifying customer satisfaction with the purchase and purchased products.

\nIn your general terms and conditions, supplement the purpose of storing personal data and state which tool you use for feedback collection. Also, explain that you have appropriate agreements with the data controller. Example of an appropriate supplement to the purpose of storing personal data:\n\n...We will also use your email address to verify satisfaction with the purchase experience / product / service.\n

Customer satisfaction surveys are part of the sales/purchase process. We conduct satisfaction surveys using the Artur system by Cohortem d.o.o. We will only send your personal data to Cohortem d.o.o. for processing and storage for the purpose of verifying satisfaction. We have established all appropriate contractual relationships with Cohortem d.o.o., including a personal data processing agreement.

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GDPR Compliance

\nRegardless of how daunting GDPR compliance may seem, you can leverage it to build relationships with your customers. When you ask them for feedback, do so with the intention of improving your services and tell the customer that. However, do not add customers to promotional notification lists if you did not obtain their email addresses for that purpose.", "date": "2018-06-13", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/06/GDPR_h.jpg", "tags": [ "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Understand how the General Data Protection Regulation (GDPR) impacts your customer satisfaction surveys. Learn what changes you need to make to ensure compliance and maintain trust with your customers." }, { "title": "How One Customer's Dissatisfaction Reached Over 100,000 Slovenians", "slug": "how-one-customers-dissatisfaction-reached-over-100000-slovenians", "content_html": "\"One A single dissatisfied customer can cause significant damage to a company, but this can be prevented with an effective customer satisfaction management system.\n\nIt will be difficult to avoid customers rating you. They will rate you in front of friends, on social media, or directly to you if you allow it. Naturally, it is good for your company to have more positive feedback than negative. However, you must realize that people are much more willing to spread bad experiences with a product/service than good ones. If your potential customer reads this, it can prevent them from making a purchase.\n\nAs many as 82% of consumers read reviews from those who have already purchased a product or service before their first purchase. The feedback from these buyers serves as their social proof of whether the product/service is worth buying. It gives them a kind of assurance that they will also be satisfied with their purchase.\n\nPositive feedback is especially helpful in this regard. However, you might also receive some negative feedback. It's not a problem if there's a bad review among the good ones; it only increases the credibility of the writing. We've already written about how negative feedback is also an excellent opportunity to turn it to your advantage with the right response. The problem arises when this information doesn't reach you, or you notice it too late, and the damage is already done.\n

Examples of Negative Social Proof in Slovenian Companies

\nWe have prepared some practical examples from Slovenian companies when customers had a bad experience. Because the companies did not have an effective customer satisfaction management system in place, customers wrote about their experience on social media, where it had a wide reach.\n

GRAWE Insurance and Compensation Denial

\nThe most \"sensational\" case by far was when GRAWE insurance denied coverage for damage because a lawnmower was allegedly not garden equipment. The policyholder had property insurance that also included garden equipment insurance. However, when lightning damaged the policyholder's lawnmower, they denied compensation. An outraged policyholder shared the denial letter on their social media, where they have over 600 friends. The reach of the post is indicated by the numbers: 777 people liked the post, 160 commented, and as many as 2,650 shared the post with their circle of friends. Therefore, more than 100,000 people learned about his bad experience. Since the case also reached the media, with Finance and several online portals reporting on it, this number is even higher.\n\nThe case caused significant damage to GRAWE insurance. To be clear, we are not claiming that the insurance company did anything wrong operationally; they acted in accordance with their business terms. However, they could have handled the customer communication process better. The customer experienced pain during their interaction with the company and was prepared to communicate it to the company.\n\nThe company did not respond adequately to the customer's complaint, leading the customer to start communicating their side of the story on social media in a way that does not allow for a 'fair' representation of the company. Grawe practically had no opportunity to present its side of the story. Thus, over 100,000 people received partial information in the style of 'The corporation is exploiting us,' thereby forming their own opinion about Grawe insurance.\n\nWill the company suffer because of one angry customer? Very likely. The loss of just 50 customers who decide not to choose this insurance will cost the company (considering the lifetime customer value) between EUR 50,000 and EUR 100,000.\n\nWhat would be the correct approach?\n\nImmediately after processing the damage claim, the customer should receive an invitation to assess their satisfaction with the claim resolution. The customer would first communicate their dissatisfaction to the company (rather than posting it on social media). This way, the company would immediately learn about the customer's problem and could start addressing the customer's pain point immediately. Companies dedicated to providing an excellent customer experience often choose to resolve such cases in favor of the customer, recognizing that it is more effective to retain an angry customer than to lose them and risk the negative social impact of an angry (former) customer.\n

Systematic Prevention of Negative Social Proof

\nEvery customer counts, and every customer can do a lot of good, as well as a lot of damage, to a company. Companies that systematically collect customer feedback do so with the aim of identifying customer pain points and resolving them. Unresolved pain points create experiential loops in which new customers become 'caught,' directly affecting customer churn and long-term company profits.\n\nDo you know how many similar cases occur in your company? Most dissatisfied customers lack the motivation to contact the company proactively and express their dissatisfaction. Why would they search for the appropriate number, email, or person in your company and relive the entire experience? Most dissatisfied customers simply leave and share their dissatisfaction with their circle of acquaintances and friends. Do you know how much such and similar cases cost you?\n\n
\n\nThe Artur system invites every customer to submit their opinion. This allows the customer to communicate with your company in a simple and unobtrusive way. This way, you will learn about potential dissatisfaction before it escalates into a PR problem. You can resolve the situation in a timely manner and prevent significant potential damage.", "date": "2018-06-21", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2017/11/Nezadovoljne-stranke_h.jpg", "tags": [ "Case study", "Company reputation", "Customer satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how one customer's negative experience spread to over 100,000 people, highlighting the critical need for effective customer satisfaction management to prevent reputational damage." }, { "title": "5-Point Customer Feedback Management Strategy", "slug": "5-point-customer-feedback-management-strategy", "content_html": "\"Customer The future of every company depends on the satisfaction of its customers. Greater satisfaction means greater loyalty and greater profit for your business.\n\nWhat customers think about your company is important, and it's right that you find out. We briefly summarize the most important elements of your feedback management. By following them, you will increase customer connection with your brand. Enhanced customer loyalty will, in turn, increase your company's profitability.\n

1. Encourage Customers to Leave Feedback.

\nMore and more companies are actively doing this. They use every customer contact to get their opinion on the quality of service. The feedback received is used to improve services, and consequently, to increase customer satisfaction and loyalty. If your company is not yet collecting feedback, we recommend that you start as soon as possible. When doing so, try to make it easy for the customer to submit feedback and don't be too pushy with your request. Explain why you want their opinion and what you will do with it. State that your goal is to improve the services and products you offer.\n

2. Ensure a Quick Response to Feedback.

\nCustomers who take the time to write feedback expect a quick response. Especially if it's criticism of your business, you must offer your response as soon as possible. A late response can ignite even more customer anger. If it makes sense, respond publicly to public posts, as other potential customers may have read the customer's opinion.\n

3. Share Feedback in E-Newsletters and on Social Media.

\nThis way, many of your potential customers will learn about the experience your customers have had with your company and will encourage their purchases from your company.\n

4. Publish Feedback on Your Website.

\nPotential customers also look for experiences from existing customers on your website. These help them decide if your company is a good choice for them. Highlighting feedback will give a positive impression of your company, especially if customers praise your services, products, or employees.\n

5. Save Feedback That Has Useful Value.

\nSome feedback will come in handy in the future. Positive feedback can be used as examples of good business practices, and negative feedback can be used to highlight areas that need improvement. Many can be used for posts on your company's blog or social media. This gives you the opportunity to move the story forward, present your own perspective, and leverage customer communication for marketing purposes.\n\nThe future of every company depends on the satisfaction of its customers. Your customers will best tell you how to further increase satisfaction and, consequently, customer loyalty. Get their feedback and use it as a basis for implementing improvements.", "paragraph": "Discover a 5-point strategy to effectively manage customer feedback, enhance customer loyalty, and boost your company's profitability. Learn how to encourage, respond to, and leverage feedback for business growth.", "date": "2018-07-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/07/PImala-scaled.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "5 Reasons Why Customer Voice Should Drive Your Business Strategy", "slug": "5-reasons-why-customer-voice-should-drive-business-strategy", "content_html": "\"By By gathering feedback, you can learn if your customers are satisfied. Listen to their voice and ensure you further increase their satisfaction.\n\nCustomer experience describes a customer's journey interacting with a company at every stage of the purchase. Companies are paying more attention to it because customers have more information, higher expectations, and a larger 'audience' than ever before. Many more friends and acquaintances learn about their good or bad experience than in the past.\n\nAn excellent customer experience means increased customer loyalty and higher profits for your business. Research shows that companies with an excellent customer experience increase revenue by an average of 17% in five years, while companies with a poorer customer experience see their revenue grow by only 3% in the same period. This is why the goal of improving customer experience is increasingly a priority for most companies.\n\nIf you need an additional reason to start monitoring and improving customer experience, we've prepared 5:\n

Improving Customer Satisfaction

\nUnderstanding the customer experience is key to exceeding their expectations. Customers should receive at least what they expected in all their interactions with your company. This means you must provide what you promised (directly or indirectly), and if possible, surprise them with additional care and support.\n\nYour main goal should be to ensure an excellent and consistent customer experience throughout all their interactions with your company. A better experience will increase customer satisfaction, and it's likely unnecessary to emphasize that satisfied customers spend more money with a company.\n

New Customers Become Loyal Buyers

\nBy providing an excellent customer experience, you convince customers that it's worthwhile to make future purchases with your company. Given that acquiring a new customer costs 7 times more than retaining an existing one, it's definitely worth increasing your customer loyalty.\n\nOne of the most important factors for customer loyalty is how the company responds to potential complaints. It's best to respond politely and assure the dissatisfied customer that you are doing everything in your power to find a solution to their problems. The customer needs to know that you have heard them and that you care about their negative experience. A large majority of dissatisfied customers, 95% to be precise, are willing to give a company another chance if they are satisfied with the response to their complaint.\n

Satisfied Customers Become Company Advocates

\nRecommendations from existing customers are the most powerful marketing tool any company can wish for. Customers simply no longer believe advertising; they believe what other customers say about your company. If your customers have an excellent experience, they will naturally say good things, thus bringing more new customers to your business.\n\n

Your Company Gets Ahead of the Competition

\nIt's becoming increasingly difficult to stand out from the competition. Customers have more information and can more easily switch providers if their experience is merely average. In this case, they decide based solely on products or services and their price. However, if you also provide them with an excellent purchasing experience, this will be a significant advantage for your company. In this scenario, the customer won't risk making a purchase from a competitor and being disappointed during the buying process.\n\n

Building Trust and Customer Relationships

\nRelevant content and an excellent customer experience are crucial for building customer trust. Customers need to feel valued and important to the company. By verifying and consequently improving their experience, you will build a strong and long-term relationship with your customers.\n\n
\n\nYou can verify customer experience, their expectations, and satisfaction by gathering feedback after a purchase. Of course, you must incorporate what customers tell you into the purchasing process to further increase their satisfaction in the future.", "date": "2018-07-12", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/07/Glas-strank_h.jpg", "tags": [ "Feedback Collection", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover 5 compelling reasons why listening to your customers is essential for business strategy. Improve satisfaction, foster loyalty, and gain a competitive edge by making customer voice the driving force." }, { "title": "9 Tips for the Most Effective Customer Experience Checks", "slug": "9-tips-for-most-effective-customer-experience-checks", "content_html": "\"Follow Follow the 9 tips below to make checking your customer's experience with your company as effective as possible\n\nWe have already discussed the many advantages of checking your customer's experience with your company. We have also written about the methods for checking, and it won't hurt to summarize the most important tips in one post and repeat them once more. To obtain useful feedback, you need to thoughtfully design the questionnaire and send it to the customer at the right time. \n\nBased on customer experiences with the Artur system and foreign findings, we can highlight 9 key factors for correctly checking your customers' satisfaction. As with anything, it may turn out that one of the factors needs to be adapted for your company, but these are certainly the best starting points for managing your customer experience.\n
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    First, ask for an overall satisfaction rating with your company.

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    2. \n
\nYou are interested in the customer's satisfaction before influencing it with sub-questions. If possible, first show them only the overall satisfaction rating, and only after the customer submits the rating, serve them with additional questions. This way, you will get the most realistic assessment of their satisfaction after interacting with your company.\n
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    Don't overdo the satisfaction scale; stick to the proven most effective one.

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    2. \n
\nThe most widely used scale worldwide is 1 to 5. Exceptionally, even a 1 to 3 scale can work, but never offer the customer too many choices, such as 1 to 10. In this case, it will be difficult for the customer to choose an appropriate rating, and it will be difficult for you to interpret what, for example, a rating of 6 means.\n
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    Limit the number of questions you ask the customer.

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    2. \n
\nYou want to get as many customer ratings as possible, not just the ratings of those who have enough time and patience to complete your questionnaire. If your tool allows it and the customer agrees, you can ask them additional questions after they have completed the basic questionnaire.\n
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    Use vocabulary understandable to the customer and avoid internal jargon.

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    2. \n
\nIf the customer does not understand the question, it will be difficult for them to provide a realistic rating. Put yourself in the customer's shoes and start from their experience. Use words that the customer would use to describe their interaction with your company, and you interpret the answers in a way that you will understand within the company.\n
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    Do not ask intrusive or personal questions.

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    2. \n
\nIn most cases, such data does not add value to the company. You will probably not perform the service differently if the customer is a woman between 30 and 35 years old, from Koper, earning 1200 EUR per month, will you? Furthermore, customers are increasingly sensitive about whom they entrust their personal data to, so do not delve into this area.\n
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    Include an option for free text entry.

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    2. \n
\nAllow the customer the option to express their opinion. It's quite possible they will tell you something you haven't anticipated in the questions. And precisely such spontaneous opinions can be the most valuable for your company.\n
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    Do not make it difficult for the customer with too many required (mandatory) answers and (too) frequent reminders.

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    2. \n
\nEveryone's time is short during the day. Consider how much time you would take to provide feedback to a company you visited today. Your goal is to get information about satisfaction with your company, and all additional questions that are not crucial should not be mandatory. Do not overdo the reminders either. If the customer did not respond to the invitation to provide feedback, perhaps remind them again. Once. If they do not respond to the reminder either, they probably have no interest in leaving you their answer.\n
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    You will get the best insight soon after the customer's purchase experience.

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    2. \n
\nThis factor may depend even more on the nature of your work. You may need to check satisfaction on the same day, or perhaps only a month after the customer's interaction with your company. In any case, the universal advice is to check satisfaction when the customer's memory of the experience is still fresh and when they can already provide a realistic assessment of satisfaction.\n
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    Respond *quickly* and *personally* to every negative feedback.

    \n
    2. \n
\nA dissatisfied customer will expect your response to their experience. Prove to them that you care and respond as quickly as possible. Do not attach generic answers that you have written for other experiences; respond directly to their experience and try to gain a new opportunity to impress them.", "date": "2018-07-18", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/07/Preverjanje-strankine-izkusnje_h.jpg", "tags": [ "Feedback Gathering", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn 9 essential tips for effectively gathering customer feedback and improving their overall experience with your business. Discover how to design better surveys and send them at the optimal time for valuable insights." }, { "title": "How to Calculate, Track, and Limit Customer Churn?", "slug": "how-to-calculate-track-and-limit-customer-churn", "content_html": "\"Customer Customer churn leads to customer loss. A churned customer will no longer buy from you or visit you for services.\n\nSometimes, just one less-than-excellent experience is enough for a customer to switch providers. Since acquiring a new customer costs much more than retaining an existing one, it's only logical that successful businesses put the customer first and implement customer retention programs.\n\nThink about what acquiring a new customer entails. You have to invest in marketing so the customer learns about your offer. You have to guide them through the entire sales process and strive not to lose them along the way. You have to convince them to make their first purchase before they can trust you based on their positive experiences with your company. To retain an existing customer, you simply need to ensure they remain satisfied, as you've already earned their trust and loyalty.\n\n
\n

Customer churn is customer loss. A churned customer will no longer buy from you or visit you for services.

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\n\nSuccessful companies have long invested in customer retention activities, those that make it harder for a customer to switch providers. Nevertheless, it happens that a dissatisfied customer \"churns\" from the company. A churned customer will no longer buy from you or visit you for services. Due to the high costs of acquiring new customers, it's important to monitor your customer churn rate.\n

Calculate and Track Your Customer Churn Rate

\nBy tracking your customer churn rate, you can assess your effectiveness in customer retention and develop a strategy to improve it. Companies measure churned customers in various ways. You can track just the number of lost customers, or the percentage of lost customers compared to your total customer base. You can also calculate the value of lost purchases, or the percentage of lost purchases against the total value of all purchases.\n\nThe most commonly used metric is to divide the number of lost customers during a measured period by the total number of customers at the beginning of that period:\n\n\"\"\n\nFor example, if you had 300 customers at the beginning of June and 15 left for the competition during June, your customer churn rate is 5%.\n

The Main Reason for Customer Churn: Poor Customer Experience

\nOf course, there are many possible reasons for customers leaving, but based on experience, we can identify the leading one. This is undoubtedly a poor customer experience. As many as 9 out of 10 customers switch providers because they had a bad experience with the first company. Customers demand an excellent experience, and if they don't get it, they switch providers. Even more concerning is that many lost customers share their (bad) experience with friends and acquaintances. The most \"critical\" customers are in the 25 to 34 age group; as many as 59% of them write about bad experiences on social media. The consequence of this is that even more customers, who didn't even have a bad experience, unknowingly churn from your company. \n

Dangers and Prevention of High Customer Churn

\nCustomer lifetime value is directly linked to a company's profitability. This means that churned customers (whose lifetime value is, of course, lower than it could be) directly impact a company's profit.\n\nTo maintain long-term company growth, you must reduce your customer churn rate. The obvious solution is to improve your customers' experience. You can avoid churn if you understand your customers' satisfaction and do everything in your power to improve it. If a customer still leaves, try to understand the reasons for their departure.\n

The Key to Customer Retention

\nYou need to know your customers and their habits. Monitor their satisfaction, expectations, and needs to be able to satisfy them. How? Gain insight into your customers' experiences. Check their satisfaction at all touchpoints with your company. Analyze the data and identify opportunities for improvement. This will give you a competitive advantage and retain a larger percentage of your customers. You will increase sales and strengthen customer loyalty.", "date": "2018-08-01", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/07/Odklepanje-strank_h.jpg", "tags": [ "Customer Churn", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how to calculate, track, and limit customer churn to improve retention and profitability. Understand the impact of poor customer experience and discover strategies to enhance customer loyalty and drive business growth." }, { "title": "Internal Benchmarking as a Tool for Systematically Increasing Customer Satisfaction", "slug": "internal-benchmarking-tool-customer-satisfaction", "content_html": "\"Internal Internal benchmarking demonstrably increases company customer satisfaction, enhances the transfer of best practices within the company, and strategically improves employee performance.\n\nInternal benchmarking allows companies to systematically improve customer satisfaction by engaging the employees who are directly creating it. It helps you identify your most effective collaborators, facilitates the transfer of best practices, and fosters a positive culture of healthy competition among them.\n\nThere is likely no company unaware of the importance of customer satisfaction for long-term profitability. Satisfied customers return and spend more; it's seven times easier to sell to an existing customer than a new one.\n\nCustomer satisfaction is therefore paramount to the success of any business. But: who creates it, who is responsible for an excellent customer experience within the company? A company can invest heavily in advertising and public relations to gain recognition. However, this does not impact the customer experience. Company management can analyze numerous data points and make business decisions, but: do these actually affect the experience of a customer in a store or the user of your services?\n\nThe actual customer experience is created at the 'front line' of customer contact. It depends on your employees who interact with customers and are actually shaping your customers' user experience. These individuals must become 'stakeholders' in the company's user experience and be directly involved in monitoring customer satisfaction – because they directly influence that satisfaction.\n

Internal Benchmarking Transforms Employees into Customer Satisfaction Stakeholders

\nInternal benchmarking builds upon the real experiences of existing customers and achievable quality standards within the company. Business units and employees within a company perform their work in a similar, but not necessarily equally effective, manner. Some employees (branches) are more effective in certain aspects of their work than others.\n\nIn cases of dispersed units and limited communication among employees, the company does not recognize and does not sufficiently leverage its top performers. Other employees often do not know they could improve specific aspects of their work.\n\n\"\"\n\nThe internal benchmarking system subtly informs branch managers and employees about how well they are performing compared to other branches or employees in similar roles. Internal benchmarking highlights top performers and enables the transfer of best practices to less effective performers.\n

Benefits of Internal Benchmarking for Your Company

\nInternal benchmarking identifies good practices and allows the company to learn from the successes of its units and employees, disseminating them throughout its organization. Employees learn firsthand how satisfied their customers are with their work and how well they perform compared to other company units/employees.\n\nThe collected information can be used as a tool for annual reviews, as it provides a realistic picture of employee performance, highlights their strengths, and identifies areas for improvement. Companies that recognize the importance of employee involvement in building service excellence go a step further, linking employee rewards directly to internal benchmarking results or customer satisfaction levels.\n\nInternal benchmarking demonstrably increases company customer satisfaction, strategically improves employee performance, and enhances the transfer of best practices within the company. Increased satisfaction boosts customer loyalty, which is the goal of companies with a clear long-term vision for growth and profitability.\n\n
\n\nInterested in how Artur's internal benchmarking system works?\n\nRead the description of Artur as a benchmarking tool here.\n\nAn example of an Artur Benchmarking report received by a unit manager can be found here.\n\nAn example of an Artur Benchmarking report received by an employee can be found here.", "paragraph": "Discover how internal benchmarking can systematically boost customer satisfaction by engaging your employees. Learn to leverage best practices, improve performance, and foster a culture of excellence.", "date": "2018-07-27", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/07/Interni-benchmarking_h.jpg", "tags": [ "Internal benchmarking", "Customer satisfaction", "Employee satisfaction" ], "author_email": "admin@example.com" }, { "title": "Customer-Driven Business Decisions Lead to Long-Term Success", "slug": "customer-driven-business-decisions-lead-to-long-term-success", "content_html": "\"With With feedback, you can make better business decisions because you'll know exactly what your customers want.\n\nBy checking customer satisfaction, you gain valuable insight into their experience. You learn how they currently perceive interactions with your company and what they are missing to be even more satisfied with you. The right approach will prevent customer churn and increase sales. \n\nBy introducing customer satisfaction checks, you've started a dialogue with your customers. At the same time, you strengthen your relationship with them and gently bind them to remain loyal to your brands. This, of course, also increases the value of your brands.\n

Customer feedback benefits all departments in the company

\nCustomer feedback is what should guide product managers on the direction to take a product for it to achieve the greatest market success. Constantly checking customer satisfaction and considering relevant suggestions allows the product to be exactly what they need.\n\nInsight into the customer experience also benefits marketing, as it can tailor messages to what customers want to hear. Targeted promotions address customers in the right way, further deepening your customer relationship.\n

Utilize the information you acquire!

\nAlthough it may all sound simple, even with customer satisfaction checks, acquiring feedback can become an end in itself. Many companies collect data, store it, but nothing happens based on it. If a company decides to measure satisfaction merely because it is currently \"in\", or just to get a picture of the current state, the costs will certainly outweigh the benefits it can bring.\n\nDon't let this happen to you! It's right to analyze the acquired feedback and identify opportunities for improvement. Consider the collected suggestions and prove to your customers that you want to improve their experience.\n\nEnsure that customer opinions reach the right person in a timely manner, or as quickly as possible. Perhaps a customer has described a bad experience with an employee in your company. It's important to resolve this problem as soon as possible, as you don't want more of your customers to have a similar experience. If the customer is known (the opinion obtained is not anonymous), they probably also expect your response to their complaint. There's no point in responding to them months later; they want an explanation immediately. It's possible that with a good complaint resolution, you can change a customer's opinion. Not only that, customers who have experienced fair complaint resolution are generally more loyal to the company in the future.\n

Information about customer experience is your weapon for preventing their dissatisfaction

\nWith valuable feedback, you can make better business decisions because you'll know exactly what your customers want. Consider it in your business decisions, and you will achieve greater customer loyalty and increase profits.", "date": "2018-08-23", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/08/Poslovne-odlocitve_h.jpg", "tags": [ "Customer Churn", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Make informed business decisions based on customer feedback to foster long-term success. Understanding customer needs through feedback collection and analysis is crucial for improving experiences and driving loyalty." }, { "title": "Measuring Customer Satisfaction: A Comparison of CSAT, CES, and NPS Metrics", "slug": "measuring-customer-satisfaction-comparison-csat-ces-nps-metrics", "content_html": "\"Customer Customer satisfaction can be measured with CSAT, CES, and NPS metrics\n\nCustomer satisfaction is becoming a primary focus for businesses. It's increasingly common for company success to be evaluated based on how satisfied its customers are. But the question remains: how do we measure customer satisfaction? In the marketing world, some acronyms have already become established to describe different customer satisfaction measurements: CSAT, CES, and NPS.\n

Why is Customer Satisfaction So Important?

\nPrimarily because satisfied customers are also loyal customers. They will make more purchases from you, while dissatisfied customers will leave and stop bringing you their money. Furthermore, according to research, 13% of dissatisfied customers will tell friends and acquaintances about their experience, and on average, each of them deters an additional 20 people from making a purchase. By monitoring your customers' satisfaction, you can identify dissatisfied customers and understand the reasons for their dissatisfaction.\n\nContinuously checking customer satisfaction also allows you to ensure they have at least the experience they expect. And we know that retaining a customer is much cheaper than acquiring a new one.\n\nLet's look at the three most common ways to measure customer satisfaction. These are CSAT, Net Promoter Score (NPS), and Customer Effort Score (CES).\n

Customer Satisfaction Score (CSAT)

\nCustomer Satisfaction Score, or CSAT, was the \"pioneer\" in checking customer satisfaction. Customers rate their satisfaction with various service elements on a scale of 1 to 5. The question is: \"How satisfied were you with... (the service element being evaluated, e.g., the salesperson's professionalism)?\" Possible answers range from 1 for \"very dissatisfied\" to 5 for \"very satisfied.\"\n\n\"\"\n\nThe advantage of this metric is that we can measure many different service elements. We can ask about the friendliness of the receptionist, product quality, price versus quality, etc. It depends on the service you offer, what you sell, or what the customer's purchase journey is. This method will highlight touchpoints where improvements are still possible.\n\nBroadly speaking, customers who give you a rating of 4 or 5 are satisfied. The higher the percentage of these ratings, the more satisfied your customers are.\n

Net Promoter Score (NPS)

\nCompanies have been measuring NPS since 2003. While CSAT is used to measure current customer satisfaction, NPS is a more long-term indicator, essentially showing us our customers' loyalty. NPS is an index with a value between -100 and +100. It describes your customers' willingness to recommend you to their friends and acquaintances. Customers rate this willingness on a scale of 1 (or 0) to 10, where 10 reflects a high likelihood of recommendation.\n\n\"\"\n\nBased on their answers, customers can be categorized into three groups:\n\nYou calculate the NPS index by subtracting the percentage of detractors from the percentage of promoters. If the result is positive, your customers are satisfied on average; if it's negative, you need to improve their satisfaction.\n

Customer Effort Score (CES)

\nThe CES metric is used to improve systems and processes that frustrate customers. It focuses on how much effort a customer has to exert in each interaction with the company. If you reduce the required effort (make the purchase process easier for them), customer satisfaction will increase. The survey typically starts with the question: \"To what extent did the company make it easy for you to... (e.g., the complaint process)?\" Customers rate this on a scale of 1 to 5 or even 7, where 1 means they had to put in a lot of their own effort, and the highest rating means the company made the process as easy as possible.\n\nA low average score indicates that you are demanding too much from your customers, while a high score means you have succeeded in making customer interactions with your company \"easier.\"\n

Comparison of CSAT, CES, and NPS Metrics

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Customer Satisfaction Score (CSAT)Customer Effort Score (CES)Net Promoter Score (NPS)
QuestionHow satisfied are you with... (service element)?To what extent did the company make it easy for you to... (customer interaction with the company)?How likely are you to recommend us to friends or acquaintances?
Response Scalefrom 1 to 5:\n\n1 = very dissatisfied\n\n5 = very satisfiedfrom 1 to 5:\n\n1 = not at all\n\n5 = you did everything you couldfrom 1 to 10\n\n1 = not at all\n\n10 = absolutely
MeasurementThe percentage of ratings 4 and 5 should be as high as possible. An average rating above 4.0 indicates a good result.A high average score indicates that you are striving to make customer interactions with your company easier. A low average score means you expect too much effort from your customers.Subtract the percentage of ratings up to and including 6 from the percentage of ratings 9 and 10. The result should be positive.
UsageAllows checking satisfaction with various service elements.Checks the effort required from customers in various interactions with the company.Measures customers' willingness to recommend you to their friends and acquaintances.
LimitationsChecks individual service elements and doesn't necessarily highlight the reasons for such a rating.Measurement is limited to service organizations. It doesn't necessarily highlight the cause of problems.The question is very general and doesn't highlight potential improvements unless followed by an open-ended question.
\nEach measurement is informative on its own, but it's even better to use them in combination.\n

Start Monitoring Customer Satisfaction

\nCustomer satisfaction is the most important factor for your company's success. While no single measurement will directly highlight opportunities for improvement in all service elements and at all customer touchpoints, it is definitely worth monitoring the results. Prepare a questionnaire tailored to your company and also ask customers some open-ended questions. What's important is that the results allow you to implement improvements that will increase customer satisfaction. You will prevent customer dissatisfaction and increase their loyalty.\n\nWant to start now? The Artur system allows you to measure NPS, CSAT, and CES. Try it for free.", "date": "2018-08-31", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/08/Merjenje-zadovoljstva_h-1.jpg", "tags": [ "NPS Index", "Customer Satisfaction Measurement", "Customer Effort Score (CES)", "Customer Satisfaction Score (CAT)" ], "author_email": "admin@example.com", "paragraph": "Learn the key differences between CSAT, CES, and NPS metrics for measuring customer satisfaction. Discover how each metric can help improve customer loyalty and overall business success." }, { "title": "The Pareto Principle of Customer Dissatisfaction", "slug": "pareto-principle-customer-dissatisfaction", "content_html": "\"Most Most of your customer dissatisfaction stems from a relatively small number of causes.\n\nWe are all familiar with the Pareto Principle, which states that most things in life are not distributed evenly. For many phenomena, 20% of causes lead to 80% of effects. The Pareto Principle applies to productivity (20% of employees produce 80% of the output), business (20% of customers generate 80% of profit), technology (20% of 'bugs' are responsible for 80% of software malfunctions), etc.\n

What about customer dissatisfaction?

\nDoes the Pareto Principle also apply to customer dissatisfaction? Is it possible that most customer frustrations stem from just a few experiential loops? We analyzed over 75,000 feedback responses that the Artur system has already collected for our clients.\n\nWe looked only at very angry customers (a rating of 1 out of 5) and sought the reason for their dissatisfaction. The analyzed data more than confirmed the Pareto Principle for us – most customer dissatisfaction is tied to a relatively small number of causes. Let's look at some actual examples.\n\nExample of a Travel Agency\n\nThe agency found that 5.3% of vacation packages in their offer were responsible for 92% of all angry customers.\n\nExample of a Technical Store\n\nThe store received the majority (83%) of negative reviews due to a single issue: the unavailability of sales advisors to customers.\n\nExample of a Furniture Manufacturer\n\nThe company measures customer satisfaction with their initial contact. They found that most customer dissatisfaction (87%) was related to receiving an incorrect offer or not receiving the company's offer at all.\n\nExample of an Online Store\n\nAn online store, which checks customer satisfaction with purchased products, found that 5 (3.6%) products were responsible for 73.2% of all angry customers.\n

Confirming the Pareto Principle in Customer Dissatisfaction is Good News!

\nWhy? Companies that learn that most customer dissatisfaction with them stems from just a few experiential loops will significantly improve their customers' user and buying experience by eliminating them:\n\nTravel Agency – stops offering programs/hotels that customers rated very negatively.\n\nTechnical Store – re-evaluates the current workflow of sales advisors and ensures they are more accessible to customers.\n\nFurniture Manufacturer – improves the process of sending offers to potential customers.\n\nOnline Store – removes low-quality products from its sales catalog.\n\nSystematic feedback collection and a large customer sample give companies a clear picture of current customer satisfaction. Discovering and eliminating just a few experiential loops will significantly improve customer satisfaction.", "date": "2018-09-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/09/Pareto_h.jpg", "tags": [ "Case Study", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover how the Pareto Principle applies to customer dissatisfaction and learn how addressing a few key issues can drastically improve your customer experience. Analyze real-world examples and gain actionable insights." }, { "title": "The Best Approach to Handling Negative Feedback", "slug": "best-approach-handling-negative-feedback", "content_html": "\"Handling Handling negative feedback can bring excellent results if approached correctly\n\nCustomer feedback significantly influences potential customers' decisions about which provider to trust. However, feedback isn't always positive. Even the most reliable companies will eventually receive some negative comments. The good news is that negative feedback can actually be beneficial for a business. It helps you build consistency and credibility.\n\nA negative customer feedback is the best source for learning what you can do to make your customers like you even more. However, it's crucial to use the correct procedure for resolving the problems customers have highlighted.\n

Investigating the Exposed Problem

\nThe first thing you should do after receiving negative feedback is to investigate what actually happened. Check if there was indeed a problem and why. Before responding to the customer, you need to get answers to the following questions:\n\nWith this insight into the problem, you can prepare an appropriate solution. If the issue is poor product quality, you can offer the customer an exchange or a refund. If your employee had a bad day, apologize sincerely and ensure it doesn't happen again.\n\nIf you need more time for your investigation, don't delay responding to the customer. Apologize as soon as possible and inform them that you will provide a solution as soon as you can. Most customers expect your initial response within one day.\n

Preparing a Response to the Customer

\nDedicate sufficient attention to your response, as you are not only responding to a dissatisfied customer. Your response will likely be read by many potential customers. The cornerstones for preparing a good response are:\n\nRemember that your response must be relevant to the customer's problem. Do not send customers pre-prepared generic responses that don't address the issue they have raised.\n

Encourage the Customer to Return

\nIf you have resolved the issue to the customer's satisfaction, there's a high probability they will remain loyal. Not only that, but customers whose complaints you have successfully resolved can become your biggest promoters.\n\nYou can even encourage the customer to write a new review explaining how well you responded to their complaint. However, choose the right moment and the right words for your invitation to be effective.\n\n
\n\nMistakes happen, and receiving negative feedback is a reality. However, if you handle it quickly and consistently, you can turn negative experiences into positive ones. Every mistake will be forgiven if you are willing to learn from it and prevent it in the future.", "date": "2018-09-12", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/09/Resevanje-negativnih-povratnih-informacij_h.jpg", "tags": [ "Digital Credibility", "Negative Feedback", "Responding to Reviews" ], "author_email": "admin@example.com", "paragraph": "Discover the best strategies for handling negative customer feedback effectively. Learn how to investigate issues, craft thoughtful responses, and turn complaints into opportunities for growth and customer loyalty." }, { "title": "Case Study: Travel Agency and Graduation Trip Organization", "slug": "case-study-travel-agency-graduation-trip-organization", "content_html": "\"A A travel agency can improve the user experience of its travelers by checking the satisfaction of graduation trip participants.\n\nPurpose:                                  Check the satisfaction of graduation trip participants\n\nTarget group:                      2,500 participants\n\nMeasurement elements:               12 hotels, 35 guides, 28 animators\n\nMeasurement method:                   One-time measurement\n\nResponse generation:               Electronic invitations\n\nMeasurement yield:                   17% customer response\n\nEmployee activation:          No\n\nCSAT:                                    4.5/5\n\n \n

Project:

\nWe prepared 5 questionnaires through which the company verified:\n\nEach customer received an e-invitation with a unique link to a set of questionnaires (hotels they stayed in, their guide and animator, general experience).\n

Results:

\nWithin a few days after the graduation trip concluded, the company gained detailed insight into their customers' actual satisfaction with clear instructions on how to improve the user experience for their customers on future graduation trips. The Pareto principle of customer dissatisfaction is strongly present – the average user experience is good, but certain elements are spoiling it. The user experience would be significantly improved if:\n", "date": "2018-09-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/09/Primer-turisticna-agencija_h.jpg", "tags": [ "Case Study" ], "author_email": "admin@example.com", "paragraph": "Discover how a travel agency enhanced its graduation trip services by implementing a customer satisfaction survey. Learn about the key metrics, project details, and actionable insights gained to improve future traveler experiences." }, { "title": "Case Study: Monitoring Sales Representative Performance", "slug": "case-study-monitoring-sales-representative-performance", "content_html": "\"The The company used customer satisfaction results for annual interviews and to improve the productivity of its sales representatives.\n\nObjective:                               Verify customer satisfaction with the company's sales representatives' performance.\n\nTarget Audience:                    Potential and existing company customers.\n\nMeasurement Elements:              22 company sales representatives, 12 company products.\n\nMeasurement Method:                 Continuous measurement.\n\nRating Generation:               Electronic invitations.\n\nMeasurement Yield:                  14% customer response rate.\n\nEmployee Activation:          Yes, through an internal benchmarking tool.\n\nCSAT:                                              4.3/5\n\n \n

Project:

\nThe company was interested in how their (potential) customers perceived the company's sales representatives and the products they sell. After each sales representative's visit, customers received an e-invitation to rate the representative and the presented product.\n\nWe prepared 2 questionnaires that measured:\n\n

Results:

\nThe company gained insight into the work of its field sales representatives. They learned what customers liked and disliked about each representative, which the company used as guidelines for each representative's development (annual interview tool). They discovered that 2 representatives were not adequately representing the company in the market and terminated their employment.\n\nSales representatives learned in which aspects of their work they excel and what they need to improve. They gained insight into customer thinking before they decided to accept or reject an offer, thus gaining the opportunity to adapt their offers accordingly.\n\nThrough the internal benchmarking tool, each sales representative received a monthly insight into how well they performed compared to others (e.g., 4/22 representatives for professionalism, 12/22 for friendliness), which fostered healthy competition among the representatives.", "paragraph": "Discover how a company successfully monitored and improved its sales team's performance by implementing a customer satisfaction feedback system. Learn about the objectives, methodology, and impactful results achieved through this case study.", "date": "2018-09-25", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/09/Primer-prodajni-zastopniki_h-1.jpg", "tags": [ "Case Study" ], "author_email": "admin@example.com" }, { "title": "Case Study: Monitoring Store Visitor Satisfaction", "slug": "case-study-monitoring-store-visitor-satisfaction", "content_html": "\"The The store measured the satisfaction of its store visitors and, by transferring best practices, ensured an improved shopping experience across all its branches.\n\nPurpose:                                  Checking store visitor satisfaction\n\nTarget Audience:                      Store visitors who make a purchase\n\nMeasurement Elements:                24 stores of the company\n\nMeasurement Method:                    Continuous measurement\n\nResponse Generation:                Invitation on printed receipts (with incentive)\n\nMeasurement Outcome:                   0.6% customer response / 1,800 feedback submissions monthly\n\nEmployee Activation:         Yes, through an internal benchmarking tool\n\nCSAT:                                          4.5/5\n\nNPS:                                             52\n\n \n

Project:

\nThe company is interested in the satisfaction level of their customers with individual stores, what bothers them, and what they desire from the company.\n\nWe prepared a questionnaire that measured customer satisfaction with the shopping experience, the professionalism and friendliness of employees, the product selection and their prices, NPS, and CES.\n

Results:

\nThe company identified a relatively low Customer Effort Score (CES), which indicates how much effort a customer must exert during the purchase process, suggesting a problem with the accessibility/expertise of the sales staff.\n\nWith the help of internal benchmarking, they identified which units offer the best and worst shopping experiences, appropriately engaged the managers of individual branches, and created a program for transferring best practices among the company's units.", "date": "2018-09-27", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/09/Primer-trgovine_h.jpg", "tags": [ "Case Study" ], "author_email": "admin@example.com", "paragraph": "Learn how a retail company improved its customer shopping experience by measuring visitor satisfaction across 24 stores. This case study details their methodology, key metrics like CSAT and NPS, and the actionable insights gained from internal benchmarking." }, { "title": "Case Study: Monitoring Satisfaction in an Online Store", "slug": "case-study-monitoring-satisfaction-online-store", "content_html": "\"The The company measured the purchase experience. They removed products from sales that did not meet customer expectations, thereby increasing satisfaction in the online store.\n\nPurpose:                          Checking visitor satisfaction in the online store\n\nTarget Audience:                      Online store visitors who make a purchase\n\nMeasurement Elements:               Online store purchase experience, 274 sales products\n\nMeasurement Method:                    Continuous measurement\n\nRating Generation:                After a purchase, the customer receives an email invitation to rate\n\nMeasurement Outcome:                   16% customer response / 1,300 feedback monthly\n\nCSAT:                                     4.6/5\n\n \n

Project:

\nThe company is interested in the level of satisfaction of their customers with the use of the online store and the purchasing process.\n\nWe prepared 2 questionnaires. The questionnaire on satisfaction with the online store itself measured user satisfaction, what bothers them on the online store, what they like, what is missing, etc. This questionnaire is sent to the customer 3 days after purchase. The questionnaire on satisfaction with purchased products was received by the customer 3 weeks after purchase and showed the company the satisfaction level with their product range.\n

Results:

\nThe company received several useful tips for improving the usability of the online store's functionalities, and customers highlighted specific problems in the packaging and delivery process of purchased products. The online store created a credibility index (proven customer satisfaction), which it included on its website as proof of having numerous satisfied customers.\n\nThe company found that most of their customers' dissatisfaction stemmed from the purchase of 6 products whose quality did not meet customer expectations and generated unnecessary customer dissatisfaction. The company removed these products from their sales program.", "paragraph": "This case study details how an online store successfully improved customer satisfaction by monitoring their purchase experience and product feedback. Discover the methods used and the impactful results achieved.", "date": "2018-10-02", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/09/Primer-spletne-trgovine_h.jpg", "tags": [ "Case Study" ], "author_email": "admin@example.com" }, { "title": "10 Tips to Improve Customer Experience That You Can Implement Immediately", "slug": "10-tips-improve-customer-experience-implement-immediately", "content_html": "\"Any Any improvement in customer experience will positively impact your company's revenue.\n\nThe purchasing or user experience of your customers has never been more important than it is today. Information spreads ever faster, and even small slip-ups can no longer be hidden. It doesn't matter what your business does or who your end customer is; their experience must be important to you. \n\nIf a customer doesn't get what they expect from you, they will go elsewhere. The good news is that there are several simple solutions to improve customer experience that you can put into practice right away.\n
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  1. \n

    First Impressions Matter

    \n
    2. \n
\nThe impression a customer gets from their first contact with your company is the foundation of their experience. This first impression can be made by your website, the receptionist who greets them in the building, the salesperson who welcomes them at the store entrance, the person who answers the phone or replies to a customer's email, and so on. Identify all the ways your customers interact with your company and ensure these interactions are as pleasant as possible.\n
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    Your Relationship with Customers Should Be How You'd Want Yours to Be

    \n
    2. \n
\nPut yourself in the customer's shoes and consider what kind of relationship you would want from your company. Encourage your employees to do the same. You probably won't all have the same expectations (just as customers don't), but you will certainly find some common ground that you can implement.\n
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    Be Proactive

    \n
    2. \n
\nDon't wait for a customer to ask for help or point out a mistake. Be the one to ask if they need assistance or if you can somehow make their decision-making or purchasing process easier.\n
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    Don't Focus Solely on Words

    \n
    2. \n
\nWhen managers give instructions to employees, they too often focus only on what to say to the customer in various situations. However, we know that communication consists of words (7%), tone of voice (38%), and body language (55%). Pay attention to all three elements. A smile will certainly create a pleasant feeling for the customer, whether they see it (in person) or it's reflected only in your tone of voice (on a phone call).\n
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    Prioritize In-Person Interaction

    \n
    2. \n
\nWhen a customer is standing in front of you, always give them your full attention. If you also have a customer on the phone, you can call them back later, and respond to emails when you're not with a customer. If that's absolutely not possible, let the customer in front of you know that you'll be fully dedicated to them in a minute.\n
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    Make an Effort to Respond to the Customer

    \n
    2. \n
\nIf a customer asks a question you don't know the answer to, never end with \"I don't know.\" No one expects you to have all the answers, but if you don't, make an effort to find out. Ask a colleague or arrange with the customer to provide the answer later if it can't be found immediately.\n
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    Make Amends for Mistakes

    \n
    2. \n
\nMistakes will happen. No one can guarantee a perfect service or product that will satisfy every customer. When a mistake occurs, acknowledge it and do everything in your power to fix or correct it. Let the customer know you care about them and ensure they give you another chance.\n
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    Maintain Contact with Customers Even After the Purchase

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    2. \n
\nYour contact with a customer after they've made a purchase signals that you value them. Prepare a communication plan that will further increase customer loyalty to your company.\n
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    Go the Extra Mile

    \n
    2. \n
\nFind out what else you can do for the customer. Something that isn't obvious, expected, or necessary. Something that will communicate to the customer that you truly value them and are doing more for them than is required. The customer will appreciate your effort and reward you with a new purchase or, at the very least, a good word about your company to their acquaintances.\n
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    Allow Customers to Provide Feedback

    \n
    2. \n
\nThe best tips for improving customer experience will naturally come from customers. They are the ones who best know what else your company could do to make them even more satisfied with their purchase. Enable them to share their suggestions and accept them as positive for your future business.", "paragraph": "Enhance your customer experience with these 10 actionable tips. From making a great first impression to actively seeking feedback, learn how to build lasting customer loyalty and boost your business.", "date": "2018-10-10", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/10/Izboljsanje-strankine-izkusnje_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Customer Feedback Benefits All Employees in a Company", "slug": "customer-feedback-benefits-all-employees-company", "content_html": "\"Assessing Assessing customer satisfaction is relevant to all employees, as customer feedback benefits everyone in the company.\n\nGathering customer feedback and incorporating it into your business strategy should be your priority, regardless of your role in the company. Assessing customer satisfaction is relevant to all employees, as it provides opportunities to build and strengthen relationships with them. Satisfied customers are also directly linked to the company's success.\n\nBy asking customers about their satisfaction with your company, you will associate your brand with customer care. This puts you a step ahead of the competition and improves the operational efficiency of the entire company. Ultimately, all of this translates to higher profits. This time, we will highlight the advantages of obtaining feedback for four departments within a company: Management, Development, Marketing, and Operations.\n

Management

\nEfficiency, profitability, customer retention, customer loyalty, customer satisfaction... These are just a few metrics you likely already track, and which, if yielding good results, contribute to the company's success. Check the indicators for your business. High customer satisfaction definitely impacts the most important metric for you: profitability.\n\nWith the help of feedback, you will identify the stars of your company – employees who strive the most for customer satisfaction. You can reward them and thus communicate to other employees that it is worth the effort. And what if not all feedback is positive? You will receive feedback in real-time, giving you the opportunity to react promptly to potential mistakes. The sooner you discover the reason for a customer's dissatisfaction, the sooner you can resolve it and increase customer satisfaction. Feedback will provide you with good insight into growth opportunities for your company.\n

Development

\nYou probably often wonder what makes your company stand out from the competition. How to upgrade your product or service to make it even more attractive to customers. And who knows this better than your customer? In their feedback, customers often highlight the reasons why they chose your company, and often also hint at what would be needed to make them even more satisfied. If you consider their feedback in the development of products or services, you will certainly influence greater customer satisfaction.\n\nBy proving that you listen to your customers, you will build an even closer relationship with them. This means greater loyalty, and the logical consequence is increased sales of your products or services.\n

Marketing

\nYour customers have more offers and options to meet their needs than ever before. Convincing them with your brand is becoming increasingly difficult. However, if you decide to gather independent feedback that attests to the quality of your product or service, you will convince them more easily. More precisely, it will be other customers who are satisfied with your company that will convince them.\n\nYou can publish acquired testimonials in sales materials, proposals, or brochures as proof of your credibility. You can also post them on your website or social media. Your potential buyers will trust the words of your customers much more than what you say about yourself.\n

Operations

\nSometimes your employees waste time on things that are not most important to customers, and dedicate too little time to those that truly make a difference in the eyes of customers. Your customers are best able to identify both types of tasks, if you ask them about their satisfaction. Find out how they perceive interactions with your company and what needs to be done to make them even more satisfied. The mere fact that employees will invest time in the right tasks will positively impact their productivity and satisfaction.\n\n
\n\nWe have highlighted four departments, but we firmly believe that increased customer satisfaction benefits everyone in the company. Decide to gather feedback yourself and see for yourself! Write to info@artur.com for a free trial of the Artur system.", "date": "2018-10-25", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/10/Koristi-povratnih-informacij_h.jpg", "tags": [ "Customer Feedback Collection", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover how customer feedback is crucial for every department in your company, driving growth, improving services, and boosting profitability. Learn why listening to your customers is key to business success." }, { "title": "Three Arguments for Considering Customer Feedback", "slug": "three-arguments-for-considering-customer-feedback", "content_html": "\"Considering Considering customer feedback will help develop your products and services, increase your customers' satisfaction, and strengthen their trust in the company.\n\nYour customers know exactly what they want from your company. If you give them the opportunity, they will gladly provide recommendations for improvement. Considering customer feedback will prove to them that you value their opinion. At the same time, you will also improve your product or service, thereby increasing sales. \n\nTo meet your customers' needs, you must first know what they need. Give them the opportunity to tell you their wishes and use them to improve your products or services. This will increase customer satisfaction and strengthen their trust in your company. We've already written that as many as 91% of dissatisfied customers leave without telling you why. If you discover and resolve their feedback loops in a timely manner, you will retain customers who would otherwise leave.\n

1. For Product and Service Improvements

\nBy considering your customers' feedback, you will ensure that your products and services become the answer to their needs. Customers will gladly contribute to the development of products and services, as they will receive exactly what they need.\n\nCompanies that do not gather customer feedback are not actually working for them, but for a \"fictional\" target group. Such an approach leads to the loss of \"real\" customers in the long run.\n

2. For Measuring Customer Satisfaction

\nDepending on the nature of the products or services you offer, you will likely gain insight into customer satisfaction only when a customer leaves a compliment or complaint. Asking them for their opinion after every purchase or service rendered is the ideal way to monitor their satisfaction and discover any previously unnoticed errors in a timely manner.\n

3. For Building Trust

\nThe closer your relationship with customers is, the more they will trust you. Customer trust is an important building block for a company's success. Customers appreciate your efforts to resolve received complaints. They will return to a company that cares about their satisfaction.\n

Complete the Feedback Loop

\nAfter obtaining customer feedback, categorize it. Collect suggestions for improving products or services and hand them over to the development department. Look for feedback related to employee-customer interactions and give it to the management of the relevant departments. For each piece of feedback, find the right recipient and ensure the message reaches them.\n\nIt is also important to respond to the customer: acknowledge that you heard them and that their opinion has been forwarded. This will show the customer that their time taken to provide their opinion was not in vain and that you heard their voice. This will increase their satisfaction and strengthen their trust in your company.\n\nIt is beneficial to continuously gather customer feedback to consistently monitor the growth of your customer satisfaction.", "date": "2018-11-08", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/11/Upostevanje-glasu-strank_h.jpg", "tags": [ "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn why actively listening to and implementing customer feedback is crucial for product development, customer satisfaction, and building lasting trust in your business." }, { "title": "Marche Increased Customer Satisfaction by 9.3% Through Greater Employee Activation", "slug": "marche-increased-customer-satisfaction-9-3-employee-activation", "content_html": "\"Active Active management of guest satisfaction at Marche restaurants led to increased customer loyalty.\n\nMarche Movenpick is one of the first companies in Slovenia to recognize the importance of monitoring customer satisfaction. They began measuring in the spring of 2017 across all restaurants in Slovenia, and a few months later, they introduced measurement in their Croatian restaurants. Early months of measurement showed trends of improved customer experience, and after a year and a half, we can talk about concrete, positive results.\n\nMarche Movenpick decided to manage customer satisfaction in order to:\n\n

How Does Marche Movenpick Achieve These Goals?

\n\n\"Marche\n

Results:

\n\n\"Customer Improvement in customer satisfaction with various service elements by 9.3 percentage points.\n\n \n\n\"Increased Increased customer loyalty, NPS index increase by 15 points.", "paragraph": "Discover how Marche Movenpick achieved a 9.3% increase in customer satisfaction and a 15-point rise in NPS through enhanced employee engagement and active feedback management.", "date": "2018-11-15", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/11/Aktivno-upravljanje-zadovoljstva_h.jpg", "tags": [ "Case Study", "Feedback Management" ], "author_email": "admin@example.com" }, { "title": "Don't Fall into Customer Satisfaction Management Traps That Will Doom Your Project", "slug": "dont-fall-into-customer-satisfaction-management-traps-that-will-doom-your-project", "content_html": "\"While While obtaining feedback is essential today, be careful not to fall into customer satisfaction management traps that will doom your project.\n\nSomewhere in a company right now, a meeting might be underway as they decide to start collecting feedback and measuring customer satisfaction. They agree it's practically a necessity these days, make a decision, and divide tasks. The meeting participants leave the boardroom motivated.\n\nFast forward a year or two, and it's not unlikely that the same team is meeting again, figuring out what went wrong that the project was discontinued. Arguments might be heard that it simply doesn't work in their industry, that their customers are different and don't have time to write feedback, or that the timing wasn't right.\n\nRead about the stages of failed implementation of customer satisfaction management so your company doesn't follow the path of the example described above.\n

Decide (Just) to Collect Feedback

\nMany companies decide to start collecting customer feedback without considering how they will obtain it, let alone what they will do with it. Someone needs to ensure the feedback reaches the right people. If it's merely archived and nothing happens based on it, collecting it is pointless.\n

Immediately Start Collecting (Whatever) Data

\nOf course, it's not difficult to quickly write a few questions and enter them into an online survey tool. But just because it's easy doesn't mean it's right! You'll need to make some decisions about what you want to do with the information you gather. Who will use it and how, why do they need it, what are the goals? Consider what you want to achieve and formulate the questions you need answers to. Only then is the right time to start.\n

Pay Insufficient Attention to Feedback Content

\nFeedback starts to accumulate. Initially, the responsible person still reads it, then just monitors the results and metrics. They prepare attractive graphs for the next meeting and move on to the next task. For some companies, simply measuring customer satisfaction might be enough. However, the main advantage lies in the \"fine print\" of the feedback, in its text. Customers often have suggestions for the company that are easy to implement but have a strong impact on increasing customer satisfaction. If no one reads them, many opportunities are missed.\n

Start Losing Motivation and Interest

\nInitially, it's interesting to read what customers think about the company. Management also shows interest in the results when listening to presentations at meetings. Then other priorities emerge. New projects require more attention, and soon no one is interested in the results of the already implemented customer satisfaction measurement project. Even if they are presented, it's just another formality at the meeting before getting down to business. Fortunately, all is not lost. If you highlight a useful piece of feedback at a meeting and ensure it's implemented, it will always be something new and interesting for colleagues.\n

Cost Reduction and Final Program Termination

\nCompany management reviews costs and sees that money is still being invested in obtaining feedback, even though they have obtained \"enough.\" They have the results, so why not stop collecting and invest the money elsewhere (or just save it)? This is a critical moment that requires swift action. Find a customer suggestion that can be quickly implemented, and do it. At the next meeting, show the results and prove to those present that continuous customer satisfaction monitoring is essential, otherwise, you will start losing them. Management must recognize the concrete benefits and continue customer satisfaction management in the future.\n\nIf you have already started collecting feedback and recognize yourself in one of the described stages, take action before it's too late. There is no worse investment than one whose contribution is not utilized. For all those who are still considering measuring customer satisfaction, discuss these stages and be careful not to let them happen in your company.", "date": "2018-11-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/11/Pasti-upravljanja-zadovoljstva-strank_h.jpg", "tags": [ "Digital Credibility", "Feedback Collection", "Company Reputation", "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Avoid common customer satisfaction management pitfalls that lead to project failure. Learn the stages of unsuccessful implementation to ensure your feedback initiatives drive real business value." }, { "title": "Case Study: Express Market Research for a Retail Company", "slug": "case-study-express-market-research-retail-company", "content_html": "\"Express Express market research provided a retail company with insights into the thinking of nearly 500 of their customers in just two days\n\n \n\nObjective:                                 Validate a sales promotion campaign idea.\n\nTarget Audience:                       Company's existing customer base (loyalty club and 'opt-in' customers collected via Artur system).\n\nSample Size:                     2,500 customers who made a purchase in the last 30 days.\n\nMeasurement Method:                     One-time measurement with an incentive (prize draw).\n\nGenerating Responses:                  Electronic invitations.\n\nMeasurement Yield:                     17% customer response rate.\n\nDuration:                           2 days from sending invitations to obtaining a sufficient sample/report.\n\n \n

Project:

\nThe company wanted to validate an idea for a new sales promotion campaign. Before embarking on a large-scale campaign (and investment), the company sought market validation from its existing customers.\n\nWe prepared:\n\nUsing the Artur system, a mass invitation tool, we sent personalized invitations to the target audience to participate in the survey/prize draw.\n

Results:

\nWithin two days, the company received 428 responses (17%). All responses were processed, and the company immediately gained insight into their customers' thinking regarding various aspects of their future sales promotion campaign.\n\nBased on the survey results, the company decided not to proceed with the campaign in its current form.", "paragraph": "Discover how a retail company validated a new sales promotion campaign idea with an express market research study. In just two days, they gained valuable customer insights and made an informed decision.", "date": "2018-11-22", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/11/Ekspresna-raziskava-trga_h.jpg", "tags": [ "Case Study" ], "author_email": "admin@example.com" }, { "title": "Main Reasons for Implementing Active Customer Satisfaction Management", "slug": "main-reasons-for-implementing-active-customer-satisfaction-management", "content_html": "\"Companies Companies that actively manage their customer satisfaction sell more and make better business decisions.\n\nThere is probably no company that is unaware of the importance of actively monitoring customer satisfaction. We all agree that it is good to know what our customers want, what bothers them, and what they wish from our company. \n

How Does Active Customer Satisfaction Management Work in Practice?

\nA company receives customer feedback daily regarding their experiences with the company. That's all well and good, but... Through active satisfaction management, companies collect anywhere from a few hundred to several thousand feedback responses monthly, which someone needs to review and act upon. This sounds like a lot of extra work, especially since employees have many other tasks and responsibilities. Why bother with it at all?\n\nThere are 2 reasons that might convince you to implement active customer satisfaction management in your company.\n

1. Companies That Actively Manage Customer Satisfaction Sell More

\nCompanies that actively collect, review, and respond to feedback, and systematically improve their customers' purchasing and user experience, sell more:\n\n

2. Companies That Actively Communicate With Customers Make Better Decisions

\nActive customer satisfaction management enables two-way communication – the company can quickly check its future decisions with its customers. Tools like Artur.com allow companies to conduct 'instant' marketing research, through which customers tell the company how they will react to a new product, a new sales promotion, a new advertising campaign, etc.\n\nHere are some examples of making business decisions based on customer feedback:\n\nThe next time you are looking for ways to increase your company's sales, remember that it is 7 times cheaper to generate additional sales from existing customers than to acquire new ones.", "paragraph": "Discover the key benefits of active customer satisfaction management. Learn how improving customer experiences leads to increased sales and better-informed business decisions.", "date": "2018-12-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/12/Razlogi-aktivno-upravljanje-zadovoljstva_h.jpg", "tags": [ "Digital Credibility", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Opportunities for Systematically Managing the Customer Experience", "slug": "opportunities-for-systematically-managing-the-customer-experience", "content_html": "\"Aberdeen Aberdeen Group research highlighted opportunities in customer experience management\n\nEvery day, your company is in contact with customers in one way or another. It might be in person, they might follow you on social media, or they might simply be using a product they purchased from you. All these touchpoints contribute to the customer's perception of your company. Managing the customer experience means understanding all your customers' expectations regarding these touchpoints. \n\nMost companies, and you are likely among them, are already gathering customer feedback today. You might be checking customer satisfaction through market research, sending out questionnaires, observing customers during their purchase, talking to customers, etc. The best approach is to continuously gather your customers' feedback and consistently measure their satisfaction with your company.\n

Benefits of Identifying and Considering the Voice of the Customer

\nAberdeen Group research has shown how important customer experience management truly is. For a company to succeed, it's not enough to simply gather customer feedback. If you don't manage the feedback correctly (or at all), all your efforts to gather it are in vain.\n\nCompanies that do not yet manage the customer experience will surely be convinced by the research results. Properly managing the customer experience significantly increases customer satisfaction and improves long-term company profitability. Aberdeen Group states that the benefits for companies that systematically manage the customer experience are far from negligible, as they record:\n\nA good feedback management system is the best way to monitor customer satisfaction and understand their expectations. A good system means the company systematically listens to the voice of its customers and also considers the information it receives through it.\n\nMany companies are already aware of this and use the voice of the customer to improve their products or services. This allows them to consistently exceed customer expectations. Ultimately, focusing on customer satisfaction improves the product assortment and increases long-term company profit.", "paragraph": "Learn about the significant opportunities in customer experience management, as highlighted by Aberdeen Group research. Discover how systematic management can boost revenue, retention, employee engagement, and reduce costs.", "date": "2018-12-13", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2018/12/Priloznosti-upravljanja-strankine-izkusnje_h.jpg", "tags": [ "Digital Credibility", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "How to Implement a Successful Customer Satisfaction Management Program?", "slug": "how-to-implement-successful-customer-satisfaction-management-program", "content_html": "\"Companies Companies will no longer compete on product and service quality, but on customer experience. A successful customer satisfaction management program can be your competitive advantage.\n\nEvery day, companies check customer experience by gathering feedback through questionnaires, social media, or direct conversations with customers. Feedback obtained immediately after a purchase or service is a valuable source of information for improving the customer experience. All of this leads to better business results.\n\nIn a market where everything is accessible and possible, companies will have to compete with the competition. However, not so much on the quality of products and services, but on the experience they offer to customers. According to a Gartner Group study, 90% of companies are well aware of this. Nevertheless, not all of them opt for a customer satisfaction management program because its successful implementation, which will bring measurable results, is anything but simple.\n\nSo, what is needed to implement a successful customer satisfaction management program? We have prepared 5 tips to help you save a lot of time and money.\n

Realistic Assessment of Corporate Culture

\nPractically everyone will say that customer well-being is the company's primary focus. But is it really? It's time to ask yourself how much you are actually willing to do for customer satisfaction. What might not be promised or is understood by default when purchasing a product or during a service. Are you and your employees willing to go the extra mile, perhaps work even after hours, to satisfy the customer? Or to do something that might violate company rules, just to increase customer satisfaction? Answer this question honestly.\n\nCompanies that are not focused on higher customer satisfaction will provide average services. They will not encourage employees to go the extra mile and exceed their customers' expectations. The entire company culture needs to be directed towards greater customer satisfaction, and rules that prevent this need to be adapted (within reason). Only then can you say that customer well-being is your company's primary focus.\n

Hire and Implement the Right People

\nIf you want to put customers first, you need to hire the right people for the job. Your employees create the company culture and directly influence how your company is remembered by customers.\n\nChoose candidates with personalities and values that align with your goal of higher customer satisfaction. Of course, experience, knowledge, and skills are important, but if a completely compatible candidate, based on the \"tangible\" job requirements, cannot connect with customers, listen to them, and meet their needs, customer satisfaction will not be any higher; quite the opposite. Ultimately, you must also encourage all employees to maintain good customer relationships. Even the best individual will lose motivation if they feel that the company doesn't care about their efforts.\n

Obtain Customer Feedback Whenever Possible

\nA good customer satisfaction management program needs a lot of information. This means you will have to obtain feedback from your customers whenever you have the opportunity. Not just after a purchase or service, but also afterwards, and of course, already during the purchase process. Who knows, you might even find out why customers decide not to buy at that moment...\n\nThe feedback you receive will give you a realistic insight into the entire customer experience. You will learn what they like and what they would still like. You will understand customer expectations and get suggestions for their (even greater) satisfaction. Fulfill their wishes as much as you can. Greater satisfaction will definitely lead to more purchases.\n

Measure Results

\nSome companies that already gather customer feedback do not see all the benefits it brings. Even those that consider and use feedback for improvements. To be able to say that your customer satisfaction management program is successful, you will have to measure its results. When you see them in black and white, you will surely not regret deciding to take this step.\n\nDo not just measure customer satisfaction; take the time to calculate your customer's lifetime value. If nothing else, this will surely convince you that the investment in a customer satisfaction management program was worthwhile.\n

Implement Changes That Will Increase Customer Satisfaction

\nNothing is more nonsensical in the eyes of customers than for them to take the time to share their opinions, and then nothing happens in the end. Do not start collecting feedback if you do not intend to read and consider it.", "date": "2019-01-03", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/01/Uspesen-program-upravljanja-zadovoljstva_h.jpg", "tags": [ "Digital Credibility", "Business Decisions", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how to implement a successful customer satisfaction management program by focusing on corporate culture, hiring the right people, gathering feedback, measuring results, and making impactful changes." }, { "title": "Facing Challenging Sales Plans in 2019?", "slug": "facing-challenging-sales-plans-in-2019", "content_html": "\"Companies Companies can achieve sales goals in various ways, including through an active customer satisfaction management policy that maximizes sales to existing customers.\n\nThe festive December has passed, filled with celebrations, gatherings, and the joy of welcoming the New Year. But all parties must end. We have entered a new year, bringing with it new company goals, and perhaps you are among the 'lucky ones' who will be dealing with challenging company sales targets in 2019.\n\nSales goals can be achieved in several ways. You can find new customers, sell more to existing customers, or simply lose fewer existing customers. You acquire new customers through advertising and sales approaches, while optimizing sales to existing customers is easiest to achieve with a long-term customer satisfaction management policy.\n

Sales plans are easier to achieve by maximizing sales to existing customers

\nCompanies that want to maximize sales to existing customers can do so with the help of an active customer satisfaction management policy. They want to know exactly how their customers think – what they like, what bothers them, what they want from the company. Based on the collected data, they make decisions that impact a better purchasing and user experience and greater customer loyalty.\n\nImpact of active customer satisfaction management on company sales results:\n\n

How to implement an active customer satisfaction management policy?

\nCompanies that decide on active customer satisfaction management realize that it is a long-term company focus that leads to greater customer loyalty. However, it only works if the company has a person responsible for monitoring and managing customer satisfaction.\n\nAn active customer satisfaction management strategy involves 3 steps:\n
    \n \t
  1. Constant flow of feedback
    2. \n
\nTo get a realistic picture of customer satisfaction at key points of the customer journey, you need a steady, constant flow of feedback. A large number of customer responses will give you a realistic picture of their current satisfaction, needs, and desires.\n
    \n \t
  1. Management of received information
    2. \n
\nThe responsible person must regularly review customer feedback, resolve any complaints, and gather customer needs, desires, and dissatisfactions.\n
    \n \t
  1. Implementing changes that increase customer satisfaction
    2. \n
\nBy monitoring customer feedback, the company identifies problems and shortcomings that affect a larger number of customers. By eliminating these, it increases satisfaction and thus long-term customer loyalty.\n

Does an active customer satisfaction management policy make sense for you?

\nIf 5% (or more) of your customers leave you annually, and if you are looking for alternatives to the expensive and time-consuming search for new customers, then active customer satisfaction management can be your very powerful tool for long-term increases in company sales.\n\nAt Artur, we help you establish an effective system for collecting customer feedback, which forms the framework for an active customer satisfaction management policy. For more information, visit Artur.com and fill out the request for a free trial.", "date": "2019-01-10", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/01/Prodajni-plani-2019_h.jpg", "tags": [ "Digital Credibility", "Business Decisions", "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Facing challenging sales targets in 2019? Discover how an active customer satisfaction management policy can help you maximize sales from existing customers, reduce churn, and improve overall business performance." }, { "title": "Do Feedback Requests on Receipts Actually Work?", "slug": "do-feedback-requests-on-receipts-actually-work", "content_html": "\"Many Many companies check customer satisfaction through receipt invitations. Surprisingly, many of these invitations don't yield useful feedback because the surveys are too long and the questions are not specific enough.\n\nYou've probably also received an invitation on a receipt to provide feedback on your purchase experience. While this practice is not as common in Slovenia as it is abroad, in the US, as early as 2016, 41 out of 51 of the largest retail chains were checking customer satisfaction via receipt invitations. The Interaction Metrics group researched their effectiveness and arrived at unexpected results. \n

Purchase Experience Rating Invitations Were Not Effective

\nThey found that the return on feedback was very poor. The invitations did not attract attention and did not motivate customers to take action. Furthermore, 68% of the feedback obtained was completely useless.\n\nThe research organization prepared some findings that would increase the yield of useful opinions. Considering these will improve the effectiveness of checking customer satisfaction in your company as well.\n

Research Methodology

\nThe research evaluated customer satisfaction by considering 4 criteria, which had a weighted impact on the final result based on their importance:\n\nThe organization approached the research by making an actual purchase and being invited to rate the purchase experience via a receipt invitation. Since the first two criteria are quite understandable and have a lesser impact on the final result, we will focus only on accuracy and engagement.\n

Highlighted Errors in Accuracy

\nIncorrect data prevents companies from making the right decisions to improve the customer experience. It can also give the false impression that everything is fine with the service, while in the long run, you are still losing customers.\n\nAsking the right questions in the right way is most important when checking customer satisfaction. Yet, this is where companies make the most mistakes; as many as 92% of surveys showed critical errors at this level. Most errors stemmed from the question structure, which already guided the customer toward a specific answer. Instead of asking, \"How satisfied were you with the checkout speed?\", which already implies the customer was satisfied, it's better to ask, \"How would you rate the checkout speed?\".\n\nCustomer responses are also influenced by overly positive wording. As many as 82% of surveys contain at least one question with too many positive words. However, the specificity of responses is most affected by poorly worded questions. If you ask, \"Did the store's appearance attract you?\", do you mean the store's tidiness, signage, cleanliness, item organization, etc.?\n\nAsk specific questions and try not to influence the answers themselves. While it's good to get positive results to present customer satisfaction to management or for advertising purposes, if they don't highlight existing shortcomings, you won't be able to fix them. In the long run, you will lose customers, even if the surveys show high customer satisfaction.\n

Highlighted Errors in Customer Engagement

\nYou will only get useful results if the customer is motivated to answer questions honestly and realistically. The survey should not be too long and must maintain the customer's interest and their desire to answer honestly until the end. In the research conducted by Interaction Metrics in the US, the average number of questions in a survey was 23, and they even encountered one with 39 questions. It's probably unnecessary to emphasize that this is absolutely too much, and the answers will not be realistic.\n\nFurthermore, it's necessary to realistically estimate the completion time. A customer's time is valuable, and if you tell them the survey will take 30 seconds, but in reality, it will take 4 minutes, that's not okay.\n\nThe best surveys are short and easy to complete. They won't take too much of the customer's time, and you will get useful answers.", "date": "2019-01-23", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/01/Vabila-na-racunih_h.jpg", "tags": [ "Gathering Feedback" ], "author_email": "admin@example.com", "paragraph": "Many businesses use receipt invitations to gather customer feedback, but are they effective? This article explores why many feedback requests fail and how to improve your survey's accuracy and engagement." }, { "title": "The Most Overlooked Benefit of Collecting Customer Feedback", "slug": "most-overlooked-benefit-collecting-customer-feedback", "content_html": "\"Even Even if a customer doesn't respond to a feedback request, it has a positive impact on loyalty, repeat purchases, and customer churn.\n\nResearch published in the Harvard Business Review has shown that a company's mere invitation for a customer to provide feedback has a positive effect on loyalty, repeat purchases, and reduced customer churn. This is true even if the customer doesn't respond.\n\nSeveral consumer psychology theories suggest that simply asking a customer to rate their satisfaction positively influences the customer's perception of the company, strengthens existing positive feelings about the company's products and services, increases the likelihood of repeat purchases, and reduces customer churn.\n\nUnderstand the importance of collecting customer feedback. You will learn what bothers customers, what they expect, and what they need from you. Effective customer satisfaction management is proven to build a base of loyal customers who buy more (more often) and are less likely to leave for competitors.\n

At Least They Care

\nCustomer responses to satisfaction surveys vary. Online invitations generate a 10-20% response rate, while 'offline' methods yield a 0.5-2% response rate. This response is usually sufficient to get a realistic picture of current satisfaction. Most customers won't respond, but that doesn't mean these invitations have no effect on them.\n\nA customer might not submit their opinion for many reasons – they have nothing to say, no time, they forget, etc. However, they do notice your invitations to rate their satisfaction on your invoices, website, in their inbox, or on their phone. What do these messages convey to them? That you are aware that you are working in their service and are interested in their assessment of your work.\n

A Small Gesture That Goes a Long Way

\nLet's be a little cynical and put ourselves in the shoes of a skeptical customer: 'My satisfaction rating (or lack thereof) won't have any impact, companies don't really care what I think, they just want my money...'. Even if that were true, at least you asked the customer how satisfied they are, unlike competitors who didn't. In practice, companies that actively measure customer satisfaction as part of their customer management strategy do so with the aim of maintaining and increasing customer satisfaction.\n\nImagine how you feel when a friend or acquaintance asks you how you are. Even if you think they aren't genuinely interested in how you feel, you have a warm feeling in your heart, thinking, 'At least they made an effort.'\n
Research published in the Harvard Business Review, based on a sample of 2000 customers of a large financial institution, demonstrated that customers who participated in a satisfaction monitoring program (one survey participation) were 3 times more likely to open additional accounts, 50% less likely to leave the company, and more profitable for the company than customers who were not included in satisfaction measurement.
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How Do You Perceive Satisfaction Survey Invitations?

\nLet's look at examples of companies where customers pay monthly for received services that are quite generic in the eyes of customers (telephony, internet, banking). These companies are constantly struggling with customer churn.\n\nWhat is your relationship with these companies? When was the last time you received a request to rate your satisfaction from your bank, your mobile operator, or your internet provider? When did they last show you that your relationship isn't just a one-way 'cold' flow of your money for their services, but that they are interested in how well they are doing in your eyes and what they could do to increase your satisfaction with them?\n\nIf companies don't show you that they care about what you think as a customer, what you want, and what you need, why would you remain loyal to them? This is also one of the reasons why users switch providers for these services for just a few euros saved per month.\n\n \n\nA simple invitation for a customer to rate their satisfaction with you at a particular point in their customer journey has a positive effect on the customer's perception of you. It shows that you care and that you value the relationship the customer brings. If they respond, even better. You will gain valuable information that helps you shape your products and services in a way that turns more of your customers into loyal ones.", "date": "2019-01-31", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/01/Spregledana-korist_h.jpg", "tags": [ "Customer Churn", "Feedback Acquisition", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover the overlooked benefit of customer feedback: even a simple request can boost loyalty and reduce churn. Learn how to leverage this powerful, yet often underestimated, tool for business growth." }, { "title": "How Does an Effective Customer Satisfaction Management Strategy Work?", "slug": "how-effective-customer-satisfaction-management-strategy-works", "content_html": "\"A A successful customer satisfaction management strategy is a long-term company orientation, composed of three elements.\n\nCompanies are under pressure daily to achieve their sales plans. Sales plans can be achieved in several ways; by aggressively seeking new customers and/or by maximizing sales to existing customers. \n\nMore and more companies are looking for alternatives to the time-consuming and financially draining search for new customers. They prefer to build long-term company success on increasing the satisfaction of existing customers. This way, they reduce customer churn, increase sales to existing customers, and improve the effectiveness of their advertising.\n\nThe purpose of customer satisfaction management is to create a base of loyal customers who make repeat purchases, do not switch to competitors, and share their satisfaction with the company within their social circles. Satisfaction management improves advertising effectiveness, as more new customers, due to their purchase satisfaction, become loyal customers of the company.\n\nA successful customer satisfaction management strategy is a long-term company orientation, composed of the following three elements:\n

1. Constant Flow of Customer Feedback

\nA company cannot effectively address its customers' needs and problems if it does not know them. Occasional surveys or mystery shoppers do not reveal the actual customer sentiment and do not provide enough information for the company about what bothers customers and what they need from you.\n\nSystematically generating a large volume of feedback captures more customer dissatisfaction and gives you a clearer picture of what needs to be changed in your work processes, services, and products to increase satisfaction.\n

2. Review and Management of Collected Information

\nIf you have created a good flow of customer feedback, you will have daily insight into your customers' actual satisfaction. Some of the feedback will contain information about what bothers customers, what they desire, and what they need. This is the core of successful customer satisfaction management. Companies that react to received information and systematically resolve dissatisfactions and implement changes that customers need will systematically increase satisfaction and thus customer loyalty.\n

3. Communicating Satisfaction

\nIf you have satisfied customers, then communicate it. The trick is in proving satisfaction. Customers are skeptical and do not believe company claims. However, they do believe other customers because they share the purchase experience with them – if most of a company's customers are satisfied, they will likely be satisfied too. Social proof works (this is how word-of-mouth recommendations work). By collecting customer feedback, a company can create social proof that customers are willing to believe.\n\nSatisfaction management systems (like Artur) create a constant flow of customer feedback for a company. The company receives daily responses about satisfaction with products, services, and company employees.", "paragraph": "Discover how an effective customer satisfaction management strategy fosters loyalty by focusing on three key elements: continuous feedback, data analysis, and communicating positive experiences to build trust.", "date": "2019-02-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/01/Strategija-upravljanja-zadovoljstva_h.jpg", "tags": [ "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Why Is Social Proof the Gold Standard for Service Businesses?", "slug": "why-social-proof-gold-standard-service-businesses", "content_html": "\"Your Your customers' real experiences will increase the trust of potential customers in your company. So-called social proof services will make a significant difference in favor of your company against the competition.\n\nWe live in a time when a sea of information is available for choosing a service provider. But does that make it easier to choose the right one? There is increasing talk about the paradox of choice. This states that the more information we have, the greater the possibility that we feel we are being misled.\n\nThe fear of deception and fraud is strongly present in people. Perhaps there are more scams now than before, or perhaps this feeling is simply a consequence of greater information accessibility. Consumers readily share bad experiences with their social circles and online. Much more so than good ones.\n\nHowever, don't worry. As a product or service provider, you have many opportunities to reduce this fear in your potential customers and increase their trust even before a purchase.\n

Trust in the provider is a key factor for purchase

\nConsumers typically gather a lot of information before making a non-routine purchase. In addition to basic information that influences the choice of the product or service itself, they primarily look for so-called trust signals for the provider. Any guarantee that the purchase will bring them satisfaction. They assess the company's responsiveness and transparency of information, and above all, they look for social proof – evidence of how satisfied existing customers of the company have been.\n\nAccording to a **BrightLocal** study, as many as 92% of consumers read about existing customers' experiences before making a purchase decision. Credibility is essential for trust, and customer experiences are the only real, verified, and trustworthy way to build provider credibility.\n\nFor credibility, it's also important to allow potential customers to see all experiences, even the negative ones. If all experiences are positive, the customer will quickly doubt their authenticity.\n

Make the decision to improve the customer experience

\nBy obtaining and publishing your customers' feedback, you will reduce the doubts of potential customers and increase their trust in your company. If you encourage them to share their experiences, the average satisfaction as seen by your potential customers will also increase. As we mentioned, consumers are more likely to share negative experiences than positive ones on their own.\n\nYour customers' experiences also carry important information for you, not just for potential customers. From them, you will identify which improvements you can implement to further increase satisfaction.", "date": "2019-02-14", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/02/Social-proof-zlati-standard_h.jpg", "tags": [ "Digital Credibility", "Service Provider Credibility", "Feedback Publishing", "Company Reputation" ], "author_email": "admin@example.com", "paragraph": "Discover why social proof is essential for service businesses. Learn how customer testimonials build trust and credibility, making it the gold standard for attracting new clients in today's digital landscape." }, { "title": "5 Facts About How Feedback Drives Sales", "slug": "5-facts-how-feedback-drives-sales", "content_html": "\"Gathering Gathering and publishing feedback is proven to increase company sales. It encourages potential customers to buy, builds trust, increases credibility and authenticity for the company, improves website optimization, and allows companies to respond to their customers' needs.\n\nCollecting and publishing customer satisfaction ratings is proven to increase company sales. Customers share their purchasing experiences, and thanks to them, potential customers know what to expect from a particular company. As we have already written, customer satisfaction checks have more value than just being informative.\n

1. Insights from feedback encourage potential customers to buy.

\nThe primary reason for publicly sharing customer feedback is to help potential customers make purchasing decisions. Customers trust other customers because they share their purchase experience. BrightLocal found that as many as 97% of consumers read existing customer experiences before making a purchase and consider them when making purchasing decisions. Trust in existing customer experiences is also high. 85% of potential buyers trust them as much as personal recommendations.\n\nFeedback, therefore, has the power to turn a browser into a buyer. Northwestern University’s Spiegel Research Center reports that publishing feedback increases conversion by an average of 270%. For more expensive products that require more thought, they found an even greater conversion increase of up to 380%.\n

2. Strengthening customer interaction with the company and other customers increases trust in the company.

\nCustomer interaction with a company is an important factor in building relationships and increasing revenue. Companies today encourage customer communication with the company and among themselves. Gathering feedback and publishing it is an excellent way to encourage this interaction.\n\nA customer who is more connected to your company will trust you more and be more likely to make a purchase. After the purchase, they will also be more likely to describe their experience, which will again attract new customers.\n

3. Publishing good and bad experiences increases credibility and authenticity.

\nGood experiences enhance a company's reputation and directly influence potential customers' purchasing decisions. Companies desire as many good experiences as possible, if not exclusively. However, this is not necessarily the best approach.\n\nConversely, bad experiences, contrary to a ingrained belief, do not drive away potential customers. No one expects a \"perfect\" provider. A few bad experiences only increase the credibility of the good ones. Surprisingly, products rated between 4.2 and 4.7 (on a scale of 5) even have higher sales than products rated between 4.7 and 5.0 (source: Spiegel Research Center). The reason is that potential buyers do not believe overly positive reviews.\n\nIt is, of course, important that negative experiences do not outweigh positive ones. This can be a challenge for companies if they do not actively solicit feedback. Customers are more likely to write a bad experience than a good one on their own! However, if you actively ask customers to provide feedback, this will also encourage those who had a good experience. This, of course, means an increase in the average rating and trust from potential customers.\n

4. Publishing feedback has a positive impact on website optimization (SEO).

\nSearch engines use complex algorithms to rank search results. We all know that a higher ranking means more potential customer visits and a greater chance of conversion to a purchase. And publishing customer reviews on a website adds 9.8% to a website's higher ranking (source: Search Engine Watch).\n\nPublishing feedback therefore has a significant impact on website optimization. The reason for this lies in the keywords used by customers. They describe their experience in words that potential buyers are searching for. Furthermore, consistently gathering feedback means always having fresh content, which is highly welcome in the eyes of search engines.\n

5. Finally, feedback helps you understand customers better and respond to their needs.

\nIn their feedback, a customer highlights their satisfaction or disappointment. In any case, through this feedback, you learn what your customers like and what bothers them. If you consider this when making business decisions, customer satisfaction will definitely grow, as will their spending, and thus their lifetime value for your company.\n\nFeedback helps you understand what is important to customers before, during, and after purchasing a product or service, what the result of your sales approaches is, and what words customers use when describing their experience. All of this can be used by the sales department to increase sales.\n\n
\n\nAre you ready to listen to your customers? Opt for a non-binding trial of our feedback gathering and customer satisfaction management system. For all the information you need, we are available at info@artur.com.", "paragraph": "Discover 5 key ways customer feedback can significantly boost your sales. Learn how to leverage reviews to build trust, improve SEO, and better meet customer needs for increased revenue.", "date": "2019-02-28", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/02/Feedback-drives-sales_h-1.jpg", "tags": [ "Website Optimization", "Increase Conversion", "Gathering Feedback" ], "author_email": "admin@example.com" }, { "title": "For Women's Day: Is the Female Customer Shopping Experience Different from Men's?", "slug": "for-womens-day-is-female-customer-shopping-experience-different-from-mens", "content_html": "\"The The female customer shopping experience is not very different from the experience of male customers. However, some differences can be observed, which makes it worthwhile to consider adapting the sales process based on customer gender.\n\nToday is Women's Day, a day to celebrate the economic, political, and social equality and achievements of women. Perhaps this is the right day to write something about the differences in the purchasing process and customer experience between women and men. Although there are no significant differences, we can still find some areas where women and men exhibit different behavioral patterns. \n

Difference in Perception and Duration of the Purchase Process

\nIn most cases, shopping is not a pleasant activity for men. They know exactly what they came for and want to complete the purchase as quickly as possible. On the other hand, women are much more involved in the shopping process. They see shopping as a pleasant and fun activity. They take more time, prefer to browse products and services offered, look for the best offer for the desired product/service, and enjoy the shopping process. This also means that for providers, women are more likely to buy more than just the product/service they came for. They prefer to talk to salespeople, have questions about products, and want to hear how they can help them solve a problem.\n

Provider Loyalty is Stronger in Women

\nStudies have shown that women are much more loyal customers. They will shop at companies where they have good experiences, while men are not as loyal – we are talking about provider loyalty, of course. In case of a poor shopping experience, women are more willing to give the provider another chance, while men will quickly switch.\n

Privacy Protection

\nWhen it comes to feedback, women are more reserved. They may even be slightly more willing to share their experience, but they are very cautious about (personal) information for public release. Men, on the other hand, are less concerned about their privacy and the information they share publicly.\n\n \n\nIn conclusion: although there are no essential differences in the purchase process based on gender after all, you should not ignore the mentioned fluctuations. Consider adapting the user experience to effectively sell to both men and women.", "date": "2019-03-07", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/03/Nakupna-izkusnja-zensk_h.jpg", "tags": [ "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Explore the nuances of the female customer shopping experience compared to men. Discover how understanding these differences can help businesses tailor their sales processes for greater success." }, { "title": "Managing Customer Satisfaction to Increase Sales", "slug": "managing-customer-satisfaction-to-increase-sales", "content_html": "\"Customer Managing customer satisfaction increases sales. Use your customers' desires and needs for additional sales, and they will be satisfied because they bought from you.\n\nManaging customer satisfaction can be directly used to increase sales. By getting to know your customers, their desires, and needs, you can sell them more. Even better, customers will leave happier, even though they've spent more money with you.\n\nHere's how you can effectively use the feedback you get from your customers in marketing and sales:\n

1. Understand Your Customers' Needs, Identify the Problem You Solve

\nBefore preparing a sales campaign, determine what drives your customers to buy. Why did they buy from you specifically? What are their needs, and how do your products or services solve them? Is there anything else your customers want that your company could offer? Gather and analyze feedback from your customers. Listen to what they tell you and, most importantly, identify the problem they are solving by purchasing from you.\n

2. Position Your Brand as the Solution to Their Problem

\nIf you want to attract new customers and encourage existing ones to repurchase, present your product or service as something that will solve their problem. Solving their problem will bring them satisfaction. Let customers know that purchasing from you will consistently bring them satisfaction. Back up your claims with testimonials from existing customers, which consumers trust and will increase your credibility.\n

3. Stay in Touch with Customers and Refresh Your Offerings to Meet Their Needs

\nYour customers' needs and desires change. Don't rest on your laurels; constantly monitor their satisfaction. Keep up with market innovations and identify changes in customer needs. If you discover them quickly and respond first, you'll gain a significant competitive advantage. Customers will appreciate your responsiveness and reward you with their loyalty and future purchases.\n\n ", "paragraph": "Learn how to effectively manage customer satisfaction to boost your sales. By understanding customer needs and positioning your brand as their solution, you can drive repeat business and build lasting loyalty.", "date": "2019-03-14", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/03/Zadovoljstvo-strank-povecuje-prodajo_h.jpg", "tags": [ "Digital Credibility", "Company Reputation", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "How to Improve Your NPS Score?", "slug": "how-to-improve-nps-score", "content_html": "\"An An increased NPS score demonstrates that you have improved customer satisfaction and consequently, the performance of your business.\n\nThe NPS (Net Promoter Score) is a simple way to measure customer satisfaction. Their answer to the question: \"How likely are you to recommend us to your family and friends?\" categorizes them as detractors, passives, or promoters. An NPS score above 50 indicates satisfied customers, while a score above 70 means your customers are enthusiastic about you.\n\n
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Learn more about NPS calculation in the article Customers Can Be Your Best Promoters

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Set Your Target NPS Score

\nTo set your target NPS score, you must first know your current score.\n\n
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Not yet tracking your NPS score? Measure it for free with the artur.com system – for a no-obligation trial, email info@artur.com.

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\n\nYou've set your target NPS. How do you achieve it?\n

Thank Customers for Their Feedback

\nLife moves at an ever-increasing pace, and customers who have dedicated their valuable time to provide you with feedback deserve thanks. Show them that you genuinely care about their opinion and appreciate their effort. Demonstrate a sincere intention to further improve the areas they've highlighted and increase their satisfaction.\n

Engage Employees in Improving NPS

\nEnsure that all your colleagues know your NPS score and understand what it means. Make sure they know what needs to be done for a better result. The key is for each of them to feel responsible for increasing customer satisfaction and to do their utmost to improve it.\n

Identify and Resolve the Most Frequent Complaints

\nResponsibly review all received feedback. Identify the areas where complaints occur most frequently. Categorize feedback into groups requiring improvement and prioritize them based on the frequency of mention. Don't let less pressing issues capture your attention; focus on those causing the most complaints. Assign a responsible person to each area for improvement to oversee progress and monitor results.\n\nIf you follow these instructions, you will quickly see an increase in your NPS score. This, in turn, demonstrates that you have improved your customer satisfaction and consequently, the performance of your business.\n\n ", "date": "2019-03-21", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/03/Dvig-NPS-indeksa_h.jpg", "tags": [ "Digital Credibility", "NPS Score", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn how to effectively increase your Net Promoter Score (NPS) by setting clear goals, thanking customers, engaging your employees, and addressing common complaints. Improving NPS directly correlates with enhanced customer satisfaction and business performance." }, { "title": "Feedback Shapes Company Perception and Encourages Purchases", "slug": "feedback-shapes-company-perception-encourages-purchases", "content_html": "\"Feedback Customer feedback encourages purchases from potential clients by positively impacting their trust in your company.\n\nGiven that 92% of consumers at least hesitate to purchase a product or service that lacks customer reviews, obtaining feedback is crucial for business success. Customers trust what existing customers write about your product (or service). Feedback lets you know what your customers think about your products, services, employees, and your company. This insight is invaluable for identifying and improving potential shortcomings in your business operations.\n\n \n\n\"Feedback\n\nPublicly displaying customer feedback is key to building trust. This builds trust with your existing and potential customers. It also builds trust with search engines, which will reward you with higher rankings.\n

Feedback Shapes Brand Perception

\nIn an era saturated with feedback across numerous platforms, maintaining a clear overview of brand perception is a challenge. Monitoring your customers' responses gives you the opportunity to turn negative experiences into positive ones. You'll know exactly what your customers think of you and what you need to improve to enhance their perception of your company.\n\nYour prompt response to customer praise, complaints, or concerns will give them the impression that you genuinely care about meeting their needs. Resolving issues is your opportunity to improve your company's reputation in the eyes of your customers.\n\nTherefore, it is extremely important to choose a platform for managing feedback that allows for easy overview and management of acquired reviews.", "date": "2019-04-04", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/04/Povratne-informacije-vzpodbujajo-nakupe_h.jpg", "tags": [ "Company Reputation" ], "author_email": "admin@example.com", "paragraph": "Customer feedback is vital for shaping company perception and encouraging purchases, as it builds trust and provides invaluable insights for improvement." }, { "title": "3 Most Important Arguments for Collecting Customer Feedback", "slug": "3-most-important-arguments-for-collecting-customer-feedback", "content_html": "\"Highlighting We highlight the 3 most important arguments for collecting customer feedback, demonstrating their impact on purchase decisions.\n\nIn our articles, we have presented many statistical arguments about the importance of collecting and publicly displaying your customers' feedback. Perhaps it's time to highlight the 3 most important ones that demonstrate their impact on purchase decisions. \n\nCustomers making a purchase like to educate themselves about the buying experience of existing customers of their chosen provider. Additionally, they are interested in whether these customers are satisfied with the purchased product or service. If existing customers of a company are satisfied, then there is a higher probability that a potential customer will also be satisfied after their purchase! As many as 97% of potential customers are said to consider the experience of existing customers in their purchases.\n\nFeedback is therefore important. But how exactly does it influence purchase decisions? Below are the 3 most important arguments for collecting customer feedback (source: Fan & Fuel):\n

1. 88% of customers give online feedback the same weight as personal recommendations.

\nA customer's voice has always been an important building block of company credibility. Since their voice now spreads faster and further with the help of the internet, the experiences of \"strangers\" have practically the same impact on purchase decisions as the experiences of personal acquaintances used to have. Of course, customers will only trust feedback that is informative and appears genuine. If they suspect that reviews are generated or filtered (only positive ones are published), it will deter them from purchasing.\n

2. Publicly published feedback means 18% more sales on average.

\nCustomers will be more inclined to purchase from a company that publicly displays its customers' feedback. This instills confidence in their purchasing decisions and eliminates doubts about not being satisfied with the purchase. The result is higher conversion. Enhanced company credibility also positively influences customer purchases. Customers make purchasing decisions faster, spend more, and are more likely to return to the same provider.\n

3. 86% of customers hesitate to buy if the provider has negative feedback.

\nNegative feedback casts a poor light on your company, products, or services. However, be aware: if a customer cannot find even one negative experience from existing customers, they will not trust the reviews. Exclusively positive feedback gives the impression that the company is deleting negative ones. For the credibility of published customer experiences, it is important to have an occasional negative review among the good ones.\n\nOn top of all this, negative feedback hints at what you can improve for even greater customer satisfaction. This will surely tip the scales in favor of positive experiences in the future!\n

The Customer Has Power!

\nPublished customer feedback is therefore an important factor in making purchase decisions. It builds customer trust in the company, which converts into larger and more frequent purchases.", "date": "2019-04-11", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/04/Najpomembnejsi-argumenti-za_h.jpg", "tags": [ "Gathering Feedback" ], "author_email": "admin@example.com", "paragraph": "Discover the 3 key reasons why collecting customer feedback is crucial for your business. Learn how genuine reviews influence purchase decisions and boost your sales." }, { "title": "How Publicly Posted Reviews of Tourism Service Providers Influence Purchasing Decisions?", "slug": "how-publicly-posted-reviews-of-tourism-service-providers-influence-purchasing-decisions", "content_html": "\"Publicly Publicly posted reviews of tourism service providers influence travel decisions. Providers are compelled to consider their customers' feedback and improve their experience.\n\nThe May Day holidays are approaching, a time when many Slovenians take advantage of a short vacation. Will you too? If so, did you perhaps consider tourist reviews when choosing a destination, accommodation, restaurants, etc.? In hospitality and tourism, rating providers and checking past reviews before making a decision is practically a given.\n\nRecently, travel purchasing decisions have changed considerably. Before 2000, we primarily turned to travel agencies for trip planning. Travel agents actively helped us plan the perfect holiday or dream vacation. With the expansion of the internet and the information it offers, planning has moved to the online world. Now, we read the experiences and opinions of travelers who have already visited our chosen destinations online. Online portals like Tripadvisor or Booking, where travelers review destinations, excursions, accommodations, etc., help us with this.\n\nThese online platforms have created a new way of planning trips, where customers consider the experiences of previous travelers when making decisions. Their feedback provides future travelers with a good insight into what they can expect. It gives them a credible picture of what they will get for their money. When planning a trip, customers visit an average of 38 websites (source: Vector ITC Group) to make decisions about destinations, excursions, and hotels. Even customers who still make the final booking at a physical travel agency branch conduct online research and itinerary planning. The number of bookings made directly through websites and smartphones is also increasing.\n

The Real Impact of Feedback in Tourism

\nFeedback found in the tourism sector is useful at every step of the customer's purchase journey. It describes the quality of services and specific positive or negative experiences that travelers or guests have had. Customers who read these experiences feel well-informed and capable of making good decisions.\n\nGiven the availability of feedback and its impact on travel decision-making, tourism providers have had to adapt their sales strategies. They have been forced to consider their customers' voices and improve their experience. This means they must actively monitor all feedback from their travelers and incorporate it into service improvements.\n\nIn Spain, a study was conducted in 2017 showing that 85% of travelers browse review websites of tourism providers when planning a trip (source: Travelport). However, 73% still consult a travel agent before making a decision. This demonstrates that the online world has not completely replaced traditional methods but plays an important role in decision-making. And this role will only continue to grow. Providers will have to adapt to this trend and place their customers' needs at the center of their business strategies.\n\nWhether they like it or not, companies must know the critical points in their customers' purchasing process. This is enabled by constant analysis of feedback, which provides good insight into the quality of their own services. Through this, companies learn what they are doing well and what they are doing poorly, allowing them to offer a service that fully meets their customers' needs.", "date": "2019-04-16", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/04/Javno-objavljene-ocene-ponudnikov_h.jpg", "tags": [ "Digital Credibility", "Feedback Management", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Publicly posted reviews significantly influence travel decisions, forcing tourism providers to prioritize customer feedback and improve services. Customers increasingly rely on online reviews and past traveler experiences to make informed choices, making feedback management crucial for businesses." }, { "title": "The Incredible Impact of Online Customer Feedback", "slug": "incredible-impact-online-customer-feedback", "content_html": "\"The The impact of online customer feedback is significant. Ensure that as many positive reviews as possible are present.\n\nConsumers increasingly rely on online feedback about businesses when making purchasing decisions. But are businesses truly aware of how crucial customer opinions are? \n\nFor small businesses, even a single customer review can be the difference between success and failure. Positive customer feedback attracts new consumers and even allows small businesses to compete with larger advertisers. We've previously noted that 97% of customers check online reviews before purchasing and 85% trust them as much as personal recommendations (source: BrightLocal).\n

Why is the Impact of Feedback So Great?

\nConsumers want to know if they can trust a provider before making a purchase. Just think about your own buying process. When was the last time you chose a restaurant or bought a new mobile phone without first checking reviews from diners or customers? Customers are willing to spend 31% more with a business that has good customer reviews (source: BrightLocal). Conversely, negative reviews deter customers from purchasing and damage a company's credibility. A recent study showed that 22% of customers will not make a purchase after reading just one negative review they believe. If they read 3 negative reviews, the number of lost customers rises to 59%.\n

What Can Businesses Do?

\nExperts say that businesses must accept their customers' opinions in every case, both good and bad. Good reviews attract new customers, while bad ones provide an opportunity to correct mistakes.\n
Ken McGarrie, Korgen Hospitality: \"The biggest fear for businesses should not be good or bad customer reviews. You should be most afraid of not knowing what customers think about you!\"
\n

How You React to Reviews Matters

\nThank customers for positive feedback and respond to complaints you receive. If you can't respond to every piece of feedback, communicate en masse. Find a way to tell customers that you value their opinion and that you are working to further improve their satisfaction.\n

The impact of online customer feedback is significant. By actively seeking feedback, ensure that positive reviews are abundant.

\nCustomers are much more likely to write a complaint than praise on their own. However, even a small encouragement can change the narrative. Be open with your customers and tell them you'd appreciate their opinion. This way, satisfied customers will write their reviews, which they might not have done without prompting. Your rating will be higher, and you will attract more new customers.", "date": "2019-05-09", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/05/Vpliv-povratnih-informacij_h.jpg", "tags": [ "Online Review Posting", "Review Management" ], "author_email": "admin@example.com", "paragraph": "Discover the significant impact of online customer feedback on purchasing decisions. Learn why positive reviews attract customers and how to leverage both positive and negative feedback to improve your business." }, { "title": "Do Managers Really Understand Customer Needs?", "slug": "do-managers-really-understand-customer-needs", "content_html": "\"Information Information about customer needs must reach company management.\n\nEmployees who are in daily contact with customers know what customers need. Unfortunately, in many companies, this information does not reach the managers who make business decisions. Is it possible to make good strategic business decisions without a thorough understanding of customer needs?\n\nManagers typically do not have constant contact with the company's customers. Nor do they have good insight into customer needs if they do not have a well-implemented CX system, a customer satisfaction management system. Therefore, successful companies abroad have already recognized the principle of the inverted pyramid, where information flows from employees who best know customer needs to company management.\n

Traditional Company Organization

\nInformation flow in traditionally organized companies is practically one-way, from top to bottom. Management makes business decisions and gives subordinate instructions for customer service, even though the latter know the customer much better.\n\nFor a long time, such organization was sufficient for market conditions and still works in companies that have no competition. This method is also completely adequate if there is only one way to the product (or service) that is exactly what customers need. However, most companies face complex problems for which there is not just one solution. Competition is fierce, and you must deal with changes in the business environment and customer expectations daily. In this case, it is no longer possible for decisions to be made by individuals who do not know what is happening in the market.\n

Inverted Information Flow: From Customers to Management

\nModern companies are reversing the flow of information. Customers and employees who are in daily contact with them have the most market information. This information is an excellent source of knowledge for the company's success. Employees who share important information with their superiors are more involved in business operations, which also increases their satisfaction and productivity. We can even say that customers and employees in contact with them make business decisions. Management then serves only to support employees in meeting customer needs as effectively as possible.\n\n\"\"\n

Real Market Insight for Management

\nIf a company does not approach this systematically, it can quickly lead to information overload and excessive burden on all employees. Tools like artur.com are the solution. This allows management to gain insight into actual customer satisfaction, needs, or dissatisfaction, while employees spend minimal time reporting. With a constant and unfiltered overview of customer expectations, management can make good business decisions that will meet market needs.", "paragraph": "Understand how crucial it is for managers to grasp customer needs by leveraging insights from frontline employees. Learn how an inverted information flow and tools like artur.com can drive better business decisions and customer satisfaction.", "date": "2019-05-15", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/05/Pricakovanja-strank_h.jpg", "tags": [ "Digital Credibility", "Customer Expectations" ], "author_email": "admin@example.com" }, { "title": "Why Do Consumers Choose to Leave Feedback?", "slug": "why-consumers-leave-feedback", "content_html": "\"Understanding Understanding why consumers choose to leave feedback allows companies to leverage these reasons in their outreach or opinion submission questions. This way, they obtain even more credible and honest feedback that will attract new customers.\n\nWe've already explored the reasons why customers check reviews before purchasing. They mostly read them to gain insight into the quality of services or the usability of products they intend to spend their money on. Such information eases their purchasing decision. But what are the reasons for a consumer to decide to leave feedback after a purchase?\n\nUnderstanding a consumer's motivation to take the time to write useful feedback gives businesses an advantage in deciding how to encourage customers to write. According to research conducted by Trustpilot, the most common reason is a genuine desire to help other customers make good purchasing decisions. Some customers simply want to share their experience or reward a company if it exceeds their expectations.\n

Emotional Engagement

\nConsumers are more likely to leave feedback when they are emotionally invested in the purchase. This includes situations with a very negative experience, as well as when the experience is much better than they expected. In the former case, they write a review to vent their anger or frustration, especially if they feel they have been wronged. On the other hand, they want to publicly praise the company if its service has exceeded their expectations.\n

Expressing Opinion and Power

\nThe ability to leave feedback about their experience also gives consumers a chance to publicly express their opinion. The opportunity to be heard. A consumer gains a sense of power when they publicly highlight a company's flaws, thus contributing to the eventual improvement of the market offering.\n

Sense of Belonging

\nKnowing that other customers have read their opinion and that it has helped them make a purchasing decision gives the consumer a sense of belonging. Their contribution to a better future connects them with the community. Knowing that they have helped other consumers fills them with good feelings.\n

Companies Must Know the Reasons Why Customers Choose to Leave Feedback!

\nUnderstanding why consumers choose to leave feedback allows companies to leverage these reasons in their outreach or opinion submission questions. Therefore, the main motivations for a consumer to decide to leave feedback are:\n\nIf a consumer leaves honest feedback with the intention of helping others, readers will also accept it as credible advice that will aid their decision.\n\nHonest feedback is beneficial not only to potential buyers but also to businesses. Word of your good service will spread to new customers, and your company will be rewarded with new and repeat purchases. Any slip-ups, on the other hand, will not go unnoticed, but you will get a great opportunity to rectify them as quickly as possible.", "date": "2019-05-30", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/05/Napisati-povratno-informacijo_h.jpg", "tags": [ "Feedback Acquisition" ], "author_email": "admin@example.com", "paragraph": "Discover the key motivations behind customer feedback, from expressing strong emotions to helping others and feeling a sense of community. Understand these drivers to improve customer engagement and business practices." }, { "title": "How to Write (or Recognize) Good and Useful Feedback?", "slug": "how-to-write-or-recognize-good-and-useful-feedback", "content_html": "\"Tips Tips for businesses on how to write good and useful feedback, helping them identify valuable feedback worth highlighting publicly.\n\nPolite, constructive, and detailed feedback is what proves most useful in practice. This applies whether the reader is a potential customer or a provider who can improve their business based on the opinions received.\n\nLast week, we wrote about the reasons why a customer decides to leave feedback. Let's stay in the consumer's shoes for another week and look at how to write feedback so that it has value for the reader. After all, we are all customers and can follow these tips when we ourselves write feedback for a company we have been a customer of. For businesses, these tips help identify useful feedback amidst the sea of opinions received. They can be used to improve operations or for public recognition, thereby attracting new customers.\n

Feedback Should Be Useful and Constructive

\nGood feedback should contain enough detail for the reader to understand what happened and what contributed to a good, neutral, or bad experience. Constructive feedback should also include more or less concrete suggestions on what the company can improve to provide an even better customer experience.\n

Describe the Entire Experience, Focusing on Service

\nFeedback should cover the entire purchasing experience, with an emphasis on employees' interactions with customers. The reader should learn whether employees are trying to help and how they influence (or could improve) the customer's experience. If feedback only concerns the purchased product, it will affect product sales but not necessarily sales from the same provider.\n

Details, Accuracy, and Honesty Matter

\nThere's no rule for how long good feedback should be. However, honest feedback that addresses specific issues and describes the situation in detail will be more useful to the reader. It will give them a good insight into the consumer's experience and allow them to imagine what the writer actually went through.\n

Be Cautious with Personal Information

\nThe presence of personal information in feedback can lead to delays in public publication. Even if it's praise that is welcome for an employee, they might be uncomfortable if their details are publicly exposed. Personal information should only be included in feedback if it is necessary and highly relevant.\n

No Insults or Hate Speech

\nEven in the case of a bad experience, it's important to remain calm and write objective feedback. Insults and hate speech obviously have no place in constructive feedback. Negative feedback is also much more credible if the writer expresses themselves appropriately and doesn't stoop to the level they allegedly experienced from the provider. The reader will form their own opinion if the experience is described correctly and honestly.\n

Review What You've Written and Correct Mistakes

\nSometimes we write in the heat of the moment, and the final feedback doesn't convey the intended message. Therefore, it's recommended that consumers reread their feedback after writing it and correct any mistakes. A good question to ask oneself is: “Will the reader correctly understand my purchasing experience after reading my feedback?”", "date": "2019-06-06", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/06/Kako-napisati-povratno-informacijo_h.jpg", "tags": [ "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Learn how to write effective and valuable customer feedback. Discover tips for providing constructive criticism and understanding what makes feedback useful for both businesses and consumers." }, { "title": "Catch-22 and Business Decision-Making in Companies", "slug": "catch-22-business-decision-making-companies", "content_html": "\"To To make good business decisions, you need as much reliable information as possible about your customers' motivations, needs, desires, and your company's position in their minds.\n\nYour business decisions directly impact your company's future. What information do you base your business decisions on? Has your company also fallen into a 'catch-22' situation where your decisions are based on your assumptions of needs rather than the actual needs of your (potential) customers?\n\nWhen making decisions, a company can quickly find itself in a so-called 'catch-22' situation. Joseph Heller's famous novel of the same name describes catch-22 as a dilemma or difficult situation where two options for following rules are simultaneously conditional and mutually exclusive.\n

Business Decision-Making and Catch-22

\nIn summary, the pitfalls of decision-making and their impact on a company's business success can be summarized in three points.\n
    \n \t
  1. Companies are constantly making business decisions.
    2. \n \t
  2. Customers are the only true validator of business decisions.
    3. \n \t
  3. Customers are not involved in the business decision-making process.
    4. \n
\n

Companies Constantly Make Business Decisions.

\nCompanies make business decisions every day that affect our company's future. These decisions are based on the information we have. Right decisions will impact our company's growth, while bad decisions cost us time and money.\n

Customers Are the Only True Validator of Business Decisions.

\nCompanies make business decisions with the aim of achieving their business goals. We can only achieve these goals if we persuade enough customers to do business with us. Therefore, customers are the only true validator of our decisions – if they like them, they will stay with us; if not, they will take their money elsewhere.\n

Customers Are Not Involved in Business Decision-Making.

\nHow do we actually make business decisions in a company? Are they the result of feedback from our customers in sufficient quantity to reflect their actual needs, or are our decisions often driven solely by what we think is best for our customers?\n\nIn our experience, most companies do not conduct in-depth analyses of their customers' actual satisfaction. We don't know exactly what our customers' actual needs and desires are, where we rank compared to the competition, or what they see as our competitive advantage. Why? Such systematic information gathering is time-consuming, laborious, and often expensive.\n\nHowever, making wrong decisions is even more expensive. Let's say we are preparing an advertising or sales campaign, developing a new product/service, or expanding our sales assortment. The costs associated with these activities are often enormous, and if the market rejects them, it's a significant blow to the company's success.\n

Effectively Involving Customers in the Company's Business Decision-Making Process

\nInvolving customers in decision-making processes is a smart move that can gain or save us a lot of money. It will work when we ask the right questions, gather enough feedback from our customers, and base our decisions on this information.\n\n
\n\nArtur Insight provides you with an actual picture of your customers' motivations, needs, desires, and your position in their minds. The more real information you have, the better business decisions you can make. Are you interested in how Artur Insight can provide you with a tool for effective business decision-making? Call us at 031 458 840.\n\n
\n\n ", "date": "2019-06-13", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/06/Sprejemanje-poslovnih-odlocitev_h.jpg", "tags": [ "Business Decisions" ], "author_email": "admin@example.com", "paragraph": "Discover how the 'Catch-22' of business decision-making can hinder your company's growth and learn how to effectively involve customers to make informed, successful choices." }, { "title": "Predicting Customer Churn in Advance Allows You to Prevent It", "slug": "predicting-customer-churn-in-advance-allows-you-to-prevent-it", "content_html": "\"Customer In customer feedback, you can find points of their dissatisfaction. You need to identify which are the most important (affecting the most customers) to address them. Predicting customer churn thus proves useful.\n\nThe most common wish after something bad happens to us is to have recognized the signs that foretold the unfortunate event. To be able to predict what will happen in time and have the opportunity to prevent it. Whether in personal or business life.\n\nWhen we get sick, we wish we hadn't missed the early symptoms of the illness when it could still have been prevented. When we lose our job, we wish we had recognized the signs that led to that outcome and worked towards keeping the job. And when a customer leaves, we wish we had learned in time about the source of their dissatisfaction, which we could have addressed, and the customer would have stayed.\n\nYour customers' expectations and satisfaction certainly deserve your attention. If customer expectations are not met or exceeded, they will be dissatisfied. A dissatisfied customer will go to another provider.\n

Identify Points of Dissatisfaction from Customer Feedback

\nCompanies that monitor their customers' experience through feedback quickly find points of dissatisfaction. And when you know them, you can prevent them, thereby reducing customer churn. Timely prediction of customer churn is crucial.\n\nThe most common sign that predicts customer churn is their neutrality or distance from your company. Perhaps they contact you less often, don't complete purchases, don't use the product, give you an NPS score of 6 or less, etc. You can recognize these signs by thoroughly monitoring and analyzing customer activity. A customer satisfaction management tool, such as Artur.com, makes it easier to monitor customer satisfaction and identify points of dissatisfaction.\n

Address Causes of Dissatisfaction and Prevent Customer Churn

\nKnowing the points of dissatisfaction allows you to address them before the customer leaves. From the feedback received, you can discern the causes of dissatisfaction. As elsewhere, the Pareto principle applies here as well. If you address the 20% of the right (!) points of dissatisfaction, you will prevent the departure of 80% of customers. Typically, companies, with the help of a customer satisfaction management tool, identify those points of dissatisfaction that, when addressed, will retain the vast majority of their customers.\n

Predicting Customer Churn and Reacting Appropriately Means Higher Profits

\nCustomer satisfaction management means understanding your customers. In addition to identifying points of dissatisfaction, which will give you the opportunity to address them, you will also learn what keeps customers satisfied. What do satisfied customers have in common? Why do they remain loyal to your company for a long time? All of this is valuable for maintaining customer loyalty and preventing churn. You will improve the customer experience, the services you provide, the products you sell, employees will be more engaged, and company profits will be higher.", "date": "2019-06-20", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/06/Predvidevanje-odliva-strank_h.jpg", "tags": [ "Customer Churn", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Proactively identifying and addressing customer dissatisfaction is key to preventing churn. Learn how to leverage customer feedback and tools to retain your customers and boost profitability." }, { "title": "Preventing Customer Churn – How Much Is It Really Possible?", "slug": "preventing-customer-churn-how-much-is-it-really-possible", "content_html": "\"Preventing Preventing customer churn is a priority for every business. And although you cannot prevent customer churn 100%, you have tools available to detect and address customer dissatisfaction in a timely manner.\n\nPreventing customer churn is undoubtedly a priority for every business. Customer churn is something that every company must face sooner or later. Even if a company takes all preventive steps, it cannot prevent it 100%, as customer churn is just one of the phases (albeit optional) in a customer's lifecycle.\n

Detecting Customer Churn Can Be an Opportunity for Growth

\nWhen a company notices the first signs of customer churn, it's time for damage control. The right problem-solving approach can lead to a quick recovery and the implementation of appropriate actions to prevent further customer attrition. The key factor, of course, is timely detection of churn, which gives you the opportunity for a timely reaction and increased customer loyalty.\n

1. Review Your Company's Relationship with Customers

\nAt the first signs of customer dissatisfaction, you must review your company's relationship with your customers. Analyze past customer interactions with the company and identify deviations from ensuring customer satisfaction. Check if customers (or at least most of them) are leaving your company at the same stage of the buying process. Pay particular attention to the relationship with those customers who wish to leave. A quick analysis will highlight the most important shortcomings and trends that may lead to customer departure.\n

2. Precisely Determine What's Going Wrong

\nAfter analyzing customer satisfaction in all stages of the buying process, you can quickly find opportunities for improvement. A good customer satisfaction manager will compare these opportunities with those from successfully completed purchases and identify specific areas that need improvement.\n\nIf you have the opportunity, have an open conversation with the departing customer. Ensure that you are not aggressive or determined to convince them otherwise. Also, don't make excuses – the damage has been done, and you can only do your best to prevent it in the future. The customer must feel your sincere desire to improve your relationship in the future. Ask the customer for the reasons for their departure, and you may be surprised by the things they highlight. An exit interview is an excellent opportunity to gain first-hand insight into your company's mistakes.\n

3. Incorporate Findings into Your Business Strategy

\nIn short: you must immediately correct the actions that lead to customer churn. Ensure that all employees know how to treat customers to retain their loyalty in the future.\n

Is Your Company Ready for Customer Churn Prevention?

\nTherefore, you cannot avoid customer churn 100%. What is important is that there are tools that allow you to detect points of customer dissatisfaction in a timely manner. The ball is then in your court to address dissatisfaction and prevent customer churn as much as possible. One of the tools with which you can effectively manage your customer satisfaction is Artur.com. Have you tried it yet?", "date": "2019-06-27", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/06/Preprecevanje-odliva-strank_h.jpg", "tags": [ "Customer Churn", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Preventing customer churn is a priority, but 100% prevention isn't possible. Learn how to detect and address customer dissatisfaction promptly to retain loyalty and foster business growth." }, { "title": "Limiting Customer Churn by Delighting Customers and Introducing Switching Costs", "slug": "limiting-customer-churn-by-delighting-customers-and-introducing-switching-costs", "content_html": "\"Instead Instead of focusing on limiting customer churn, companies focus on acquiring new customers. Are your customers happy on their way to your business, or will they turn to a competitor?\n\nWhile companies focus on acquiring new customers, they too often forget about retaining existing ones. Even though acquiring a new customer costs 6-7 times more than retaining an existing one. To invest your time and money where it will yield the best return, it's good to know the basic ways to reduce customer churn.\n

Customer Churn

\nThe customer churn rate shows you what percentage of customers have left your company in a selected period. We wrote more about this calculation in this article.\n\n\"\"\n\nUnderstanding customer churn, and especially the reasons for it, gives you a significant advantage in retaining existing customers.\n

2 Ways to Limit Customer Churn

\nYour goal is to keep as many existing customers as possible in your company. How?\n

Delight Your Customers

\nOf course, this is the most obvious path – satisfied customers won't leave your company! You need to find ways to meet and exceed customer expectations and delight them with your service.\n\nCustomer satisfaction isn't just black and white. There's no single trigger you can activate to turn an unhappy customer into a satisfied one (or vice versa).\n\nHowever, one thing is certain: the higher the customer satisfaction, the greater the value they will bring to your company. They will make repeat purchases, and if you truly delight them, they will become ambassadors for your company. This means they will recommend you to friends and acquaintances, bringing you new customers. On the other hand, greater dissatisfaction means a risk of customer churn or even their transformation into detractors. An unhappy customer will go to a company that better meets their expectations. Customers who become detractors will pull others with them, leading to even greater churn.\n\n\"\"\n\nYour goal is to find out what increases your customers' satisfaction.\n

Create Switching Costs

\nSwitching costs will reduce the likelihood that a customer will leave you and seek their needs from a competitor. This might sound like a coercive method at first, keeping customers in your company against their will. However, there are both positive and negative switching costs.\n\nSwitching costs are not just a financial penalty for contract termination or forced contract fulfillment. Such a cost does nothing good in the customer's eyes, and although it may prevent their departure for now, this customer will never be satisfied. Instead, introduce incentives that create an opportunity cost of switching providers for the customer. Incentives that build your relationship with the customer.\n\nA great way to create positive switching costs is a loyalty program. Rewarding customers for purchases and other interactions with your company creates value for them that they lose if they switch providers. If they decide to switch, they would also lose the opportunity to earn rewards. A loyalty program is a non-intrusive and highly effective way to reduce customer churn.\n

What Can You Learn from Customer Churn?

\nAs we wrote last time, customer churn is one of the phases in the customer lifecycle that you cannot completely prevent. However, you can limit customer churn and mitigate its impact on your company's operations if you are aware of it and strategically implement ways to increase your customers' satisfaction.", "paragraph": "Reduce customer churn by delighting your existing customers and strategically implementing switching costs. Learn how to keep your customers engaged and loyal.", "date": "2019-07-04", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/07/Omejevanje-odliva-strank_h.jpg", "tags": [ "Customer Churn", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Categorizing Feedback is Essential for Effective Business Change Implementation", "slug": "categorizing-feedback-essential-effective-business-change-implementation", "content_html": "\"Categorizing Categorizing feedback allows a company to identify similar opinions and prioritize addressing points of dissatisfaction.\n\nAnalyzing received feedback enables a company to understand its customers' needs and desires. On the other hand, it highlights points of dissatisfaction that the company must address. Feedback categorization indicates priorities for resolving points of dissatisfaction. Therefore, customer satisfaction management allows for making good, informed business decisions.\n\nA significant challenge for companies that already gather feedback is how to extract insights that will improve operations. How to determine priorities from raw customer input, and how to implement improvements in business? Anyone who has ever read some feedback knows that each customer writes \"in their own language\" and in their own way, making it difficult at times to find feedback that highlights the same point of dissatisfaction.\n

1. Do a quick review of received feedback

\nBefore you begin analysis, quickly review what customers are writing in their feedback. It will be enough to skim the first 50. You will see if the opinions are very scattered or if customers are highlighting the same things. If the opinions of these 50 customers are very scattered, you may need to review more to get a good feel. Pay attention to emerging patterns and keep them in mind for the next step: categorization.\n

2. Sort feedback into groups

\nEffective feedback categorization occurs in several steps. Each piece of feedback can be assigned a type and subject it refers to. Finally, it is coded to predict appropriate action:\n

Feedback Type

\n

Read what the customer has written and note the type of feedback it is. The customer may have highlighted a usability issue, suggested a new feature, pointed out a bug, criticized employees, complained about the price, etc. If the feedback cannot be classified into any of the above types, it can also be marked as general positive, general negative, nonsensical, or other. General positive feedback includes praise like \"everything was ok,\" general negative feedback includes very non-specific complaints like \"very bad experience,\" and nonsensical feedback is what you don't understand.

\n\n

Feedback Subject

\n

If you receive a lot of feedback that touches on a wide range of your business, it's good to also sort it by the subject it refers to. This will help you quickly filter out feedback related to a specific part of your business. The subject can be your product or service (individual or by group, possibly just a part of the product or service – depending on the company and offering), business premises, employees, departments, communication, etc. Assigning a subject is also useful if you want to forward only relevant feedback to individual colleagues.

\n\n

Feedback Coding

\n

The purpose of coding feedback is to \"translate\" the customer's opinion into an improvement plan. The code must be accurate and specific enough for you to understand what the customer meant. Try to be objective, even if you disagree with the opinion.

\nOf course, the code is what matters most. So why determine the type and subject of each feedback? Simply to make coding easier. If you omit assigning the type and subject (which is not wrong), you will have a harder time determining the correct codes. However, if you first filter the feedback to only those of the same type and concerning the same subject, you will arrive at the correct codes faster:\n\n\"Categorizing\n\nIf the customer highlights multiple areas for improvement (or praises them), it is advisable to mark their feedback with multiple types or subjects, and most importantly, assign one code for each highlighted point.\n

3. Refine codes for improvements

\nIt may happen that during coding, you assign different codes for similar highlights. Or that you assigned the same code, but now you see that based on what was written, it should be broken down into two more specific ones. Double-check and ensure that each point of dissatisfaction truly has its own code. This is important for the next step:\n

4. Calculate priorities

\nSum up how many times each code appears in your customers' feedback. A code that appears only once or in less than 1% of feedback is likely not crucial for implementing changes. The more times a code appears, the higher its priority for implementation.\n

5. Prepare a summary and forward it to those responsible

\nBecause you have defined feedback types and subjects, you will be able to forward only the information relevant to their departments or responsibilities to the people in charge. Send them the appropriate codes and indicate their priorities.\n\nYour colleagues may decide to first implement an improvement that, at first glance, was not the biggest thorn in the customers' side. When implementing changes, of course, costs and the time required for the change must also be considered, which will be best assessed by those directly dealing with the \"feedback subject.\" What is important is that they now have all the necessary information and can start planning improvements.", "date": "2019-07-11", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/07/Kategorizacija-povratnih-informacij_h.jpg", "tags": [ "Feedback Analysis", "Digital Credibility", "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Effective feedback categorization is crucial for identifying customer needs and addressing dissatisfaction. By analyzing and prioritizing feedback, businesses can make informed decisions and implement impactful changes." }, { "title": "[infographic] Facts to Support Your Decision to Manage Customer Satisfaction", "slug": "infographic-facts-support-customer-satisfaction-management", "content_html": "\"Gathered Gathered feedback facts will confirm that greenlighting customer satisfaction management is the only right decision for your company.\n\nPublicly shared feedback influences the purchasing decisions of 93% of consumers. Customers express their opinions in various ways, whether you offer them the opportunity or not. You simply cannot ignore your customers' opinions anymore, which is why actively managing customer satisfaction is the best recipe for a successful business. \n\nEverything a potential customer finds about your company online builds your digital credibility. Publicly shared customer reviews strengthen your social proof and increase the trust of potential buyers. A customer will share their experience if you offer them the opportunity or not. If they don't tell you their opinion, they will write it on social media, forums, or other platforms through which they will reach other consumers. The best approach to control your digital credibility is to actively invite customers to submit reviews about their purchasing experience. It is better for them to trust you with it than to write it on other media, where you might see it too late or never.\n\nThe following facts about publicly shared feedback will certainly confirm that managing your customers' satisfaction is the right decision:\n\n\"Facts", "date": "2019-07-18", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/07/Upravljanje-zadovoljstva_h.jpg", "tags": [ "Digital credibility", "infographic", "Company reputation" ], "author_email": "admin@example.com", "paragraph": "Learn why managing customer satisfaction is crucial for business success. Discover compelling facts about public feedback and its impact on customer purchasing decisions and your company's digital credibility." }, { "title": "The Only Two Reasons for Customer Churn", "slug": "the-only-two-reasons-for-customer-churn", "content_html": "\"Regardless Regardless of the specific details leading to your customers' departure, their churn can be attributed to one of two reasons.\n\nA customer leaving your company doesn't just mean they'll take their money to a competitor. It also creates a negative atmosphere and lowers employee morale, giving competitors even more power in their market competition with your company. Discover the two reasons for customer churn and prevent it.\n\nThe only thing worse than customers leaving your company is not discovering the reason for their departure. You need to understand what triggers their exit, where their dissatisfaction lies, and do everything you can to resolve it. Regardless of the specific details leading to a customer's departure, their churn can be attributed to one of two reasons:\n

Two Reasons for Customer Churn from Your Company

\n

1. Something Happened to the Customer...

\n

...and you have little influence over it.

\nIn the B2B world, this means the company ceased operations or was acquired by another entity. In B2C business, a customer might relocate or even pass away. A customer may also face financial difficulties and be unable to continue their engagement. In each of these cases, you've lost the customer, and it wasn't your fault.\n\nIt's easiest to accept such customer churn with the thought that you couldn't have prevented it. However, don't accept this fact too quickly. If your services were performed correctly and there are no issues with your products, there's a possibility this customer might return and bring you more business. Think about this during your collaboration with the customer. What can you (still) do to keep the customer satisfied and have them \"take you with them\" when they change companies or move elsewhere?\n\nThe rate of truly unavoidable customer churn due to the reasons mentioned above is almost always much lower than it initially appears. Analyze the reason for churn and consider if you could have prevented it.\n

2. You Didn't Meet Customer Expectations...

\n

...which is, unfortunately, a much more common reason for their departure.

\nCustomer expectations relate to satisfaction with the product or service, as well as the overall purchasing experience. If expectations are met or even exceeded, the likelihood of the customer leaving is small. In cases where expectations are exceeded, you can even count on the customer bringing you more business, as they will recommend your company. All of this leads to greater customer loyalty, higher customer lifetime value, and deeper engagement with the product/service.\n\nHowever, if any of the components (product, service, purchasing experience) fail to meet customer expectations, there's a risk of the customer leaving your company without a purchase. And without future purchases.\n\nSo, what is a necessary condition to prevent customer churn? You need to know your customers' expectations!\n

Understand Your Customers' Expectations

\nKnowing your customers' expectations is your tool to meet them and thus prevent customer churn. Managing customer satisfaction with a system like Artur.com allows you to track their expectations after every interaction with your company. Invite customers to share their expectations with you and strive to meet them. Customer churn will be lower than it otherwise would be, which is very welcome for successful future business.", "date": "2019-07-25", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/07/Dva-razloga-za-odliv_h.jpg", "tags": [ "Customer Churn", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover the two primary reasons behind customer churn and learn actionable strategies to retain your clients. Understanding and meeting customer expectations is crucial for preventing churn and fostering long-term loyalty." }, { "title": "How Exit Interviews Help You Retain More Customers?", "slug": "how-exit-interviews-help-you-retain-more-customers", "content_html": "\"An An exit interview allows you to find out why a customer left and, most importantly, what you can change to retain more customers in the future.\n\nLosing a customer is painful for a business. The best thing you can do in this situation is to conduct an exit interview. Ask the customer who has left your company why they left and what you should do to prevent their departure.\n\nPerhaps you're wondering why. The customer has likely left irrevocably, so is it worthwhile to understand the reason for their departure? The purpose of an exit interview is to find out what you did wrong, why the customer left, and most importantly, what you can change to retain more customers in the future.\n

Exit Interview

\nAn exit interview is one way to get feedback from your departing customers. Through it, you'll find out if you did something wrong, or if the customer simply found a more favorable or better offer with another company. With the findings from exit interviews, you can improve your services and prevent the loss of additional customers.\n\nYou can conduct exit interviews in person, by phone, email, or online – depending on how close you were to the customer and what communication channels you have established with them.\n

What to Ask Customers in an Exit Interview?

\nYour questions will, of course, depend on the nature of your business. Nevertheless, we have prepared some typical questions that might help you compose an exit interview.\n
    \n \t
  1. What did you like about our products / services (and what didn't you like)? Customers will honestly tell you what they think about your products / services. You will learn what to emphasize more in future customer interactions and what aspects of your assortment you need to fix.
    2. \n \t
  2. What was your experience with our employees you interacted with? If you have an issue with the relationship of one of your employees, you will certainly find out at this point. By recognizing a potential problem, you gain the opportunity to resolve it.
    3. \n \t
  3. Were you satisfied with our communication? Use the customers' answer to improve the company's personal and mass communication with customers.
    4. \n \t
  4. Did we meet your expectations? (If not, what should we have done to meet them?) Perhaps customer expectations are higher than you think, or you are actually doing less to meet them than you are sure of. Never promise something you cannot deliver. If you find out where you went wrong, you can change it.
    5. \n \t
  5. What could we have done differently? With this question, you empower the customer to influence your company's processes with their opinion. Their answer will touch upon the core of their dissatisfaction and give you a clear answer on what you need to change.
    6. \n
\nAn exit interview is a powerful tool for retaining your customers. Those customers who respond to your invitation with their answers will be honest. After all, they have nothing left to lose and can give you their true opinion. You may not always like it, but make an effort to listen to departing customers and implement appropriate changes.", "date": "2019-08-01", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/08/Izhodni-intervju_h.jpg", "tags": [ "Exit Interview", "Customer Churn" ], "author_email": "admin@example.com", "paragraph": "Discover how exit interviews can provide invaluable feedback to understand why customers leave and what you can change to improve retention. Learn to gather honest insights and implement necessary changes to keep more customers." }, { "title": "The Most Important Exit Interview Question", "slug": "the-most-important-exit-interview-question", "content_html": "\"If If you don't want to ask departing clients too many questions in an exit interview, ask them at least one exit interview question that you absolutely cannot miss.\n\nWhen a client leaves your company, it is advisable to conduct an exit interview with them. This way, you will find out what you did wrong, why the client left, and most importantly, what you can change to retain clients in the future. If you don't want to ask departing clients too many questions, below is one exit interview question that you absolutely cannot miss.\n\nWe wrote last time about how an exit interview helps you retain more clients. We listed some typical questions you can ask departing clients. Answers to these questions will highlight customer dissatisfaction points, but it's possible you'll end up with too much information from which it's difficult to extract the core of the problem. However, there is also a more direct approach that will highlight the most important issue.\n

What is the most important exit interview question?

\nAs an alternative to a broad exit interview, you can ask the departing client just one open-ended question. We recommend personalizing the question, which will lead to a much greater customer response:\n

“Hello, Mr. Novak.

\n

First, we would like to thank you for being a client of our company for many years. We are very sorry that you no longer need our services / will not purchase our product. If you have the time, can you tell us why we lost you?

\n

We sincerely want our services / products to meet our clients' expectations, and your answer will help us implement the necessary changes to increase their satisfaction.

\n

Thank you in advance for your time!

\n

Marko Skrbnik”

\nThe message should not convey resentment, only your sincere desire not to repeat mistakes. Also, do not guide the client to answer what exactly prevented their purchase in their own words.\n\nDon't be afraid to change the message if it doesn't yield useful answers. Test what you need to ask to get more specific answers.\n

The Best Exit Interview Result

\nA client's departure is painful, and it's not easy to hear the reason why they left. Don't let that stop you. Think about learning where the point of customer dissatisfaction is, resolving it, and thus increasing the satisfaction and loyalty of other customers.\n\nPerhaps the implemented changes will even bring back a lost client. Seize the opportunity and tell them that their response has triggered the necessary changes and invite them to visit again.", "date": "2019-08-07", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/08/Vprasanje-izhodnega-intervjuja_h.jpg", "tags": [ "Exit Interview", "Customer Churn" ], "author_email": "admin@example.com", "paragraph": "Discover the single most effective exit interview question to understand why customers leave. This crucial question can uncover core issues and help you improve customer retention." }, { "title": "Customer Satisfaction Survey and Why You Need to Do It", "slug": "customer-satisfaction-survey-and-why-you-need-to-do-it", "content_html": "\"A A customer satisfaction survey provides a company with information about customer needs and expectations, and whether it is successfully meeting them.\n\nA Customer Satisfaction Survey (CSAT) provides a company with information about customer needs and expectations. It also helps understand potential issues with products or services that bother customers but that the company might not be aware of. In short: CSAT survey findings tell a company whether it is meeting its customers' expectations.\n\nThe internet has proven to be the best channel for conducting such surveys. Online surveys provide reliable results in the shortest possible time. Typically, a satisfaction survey contains five to ten questions through which customers rate their satisfaction with the company. The questions touch upon the usability of products or services, the purchasing process experience, post-purchase satisfaction, product or service development vision, and the calculation of the NPS (Net Promoter Score) index.\n

What is the Purpose of a Customer Satisfaction Survey?

\nFor an obvious reason, the primary purpose of a customer satisfaction survey is to identify their points of dissatisfaction. On the other hand, the survey also identifies satisfied customers who can be turned into company promoters.\n\nUnderstanding customer expectations is an excellent tool for your development department, as it informs R&D employees in which direction to steer the development of your products or services to continue meeting customer needs.\n

Benefits of a Customer Satisfaction Survey

\nCustomer satisfaction is a key factor for your company's success. Companies that are aware of the importance of customer satisfaction and monitor it are better equipped for potential market fluctuations.\n\nThe most important benefits of researching customer satisfaction are:\n\nMonitoring customer satisfaction can significantly contribute to successful business operations. In whatever field you operate, a customer satisfaction survey will highlight your strengths and weaknesses, giving you the opportunity to emphasize strengths and eliminate weaknesses.", "paragraph": "Learn why a customer satisfaction survey is crucial for your business. Discover how to gather valuable insights into customer needs, identify areas for improvement, and leverage feedback to drive growth and enhance customer loyalty.", "date": "2019-08-22", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/08/Raziskava-zadovoljstva-strank_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Viral Recommendation: Nine Out of Ten Bears Recommend Honey from the Anzer Plateau", "slug": "viral-recommendation-nine-out-of-ten-bears-recommend-honey-from-the-anzer-plateau", "content_html": "\"Bears, Bears, choosing the most expensive honey one after another, provided a viral recommendation that the beekeeper knew how to leverage.\n\nYou've likely heard and read countless times that recommendations sell. Recommendations sell services and products because they build trust in the provider and their choices for new customers. However, if you obtain a recommendation with viral spreading potential, it can be a win for your business.\n\nRecommendations from existing customers are a powerful tool for increasing sales. They strengthen new customers' trust in the provider. If existing customers were satisfied with the product or service, new customers will be too. It's most effective to actively seek recommendations, but it's not impossible that chance might lead you to the best possible recommendation. However, finding the right viral recommendation among the collected ones also requires a bit of creative thinking.\n

The Beekeeper Who Turned Danger into Opportunity

\nIn the last few days, we've witnessed the viral spread of a story from northeastern Turkey. There, on the Anzer plateau, highly valued honey is produced due to endemic flora and specific weather conditions. It's one of the most expensive honeys in the world, with the price per kilogram hovering around $300 USD and can even reach up to $1000 USD per kilogram.\n\nBecause the area is heavily populated with bears, local beekeepers face significant damage from these animals every year. Beekeeper Ibrahim Sedef also spent a long time searching for ways to protect his beehives from nocturnal visits and hive destruction. He erected barriers, but they didn't prevent the skillful bears from accessing them. He also set out food for them, but the smell of honey was more attractive to the bears.\n\nSedef knew that for an effective solution, he needed to better understand the bears' behavior when they visited the apiaries. He set up cameras on his property, which gave him insight into the activities of his nocturnal visitors. The bears successfully overcame all obstacles, and he also noticed that they particularly enjoyed feeding from specific hives. This led him to a brilliant idea – he used the bear visits to test the honey.\n\n\"Bears, The bears first ate the Anzer honey, then the chestnut and floral honey, while they didn't even try the cherry jam (store-bought, by the way).\n

Testing Customer Behavior and a Viral Recommendation

\nSedef placed containers with different types of honey on a table. He poured chestnut honey into one, floral honey into another, set up cherry jam in one container, and in the last one, the expensive honey from the Anzer plateau. He labeled the containers, set up a camera, and waited... Soon, the first bear arrived and chose the most expensive honey, and the subsequent visitors did the same. For several months, Sedef *collected data*, even changing the order of the containers to get *credible results*. And he discovered that the bears had discerning tastes: a large majority of them first consumed the honey from the Anzer plateau (source: Hurriyet Daily News and others).\n\nThe beekeeper diligently published his findings and recordings on social media, quickly attracting media attention. Local TV soon visited him on his property, and websites quickly spread the story worldwide. You can watch a short video of the test at this link.\n

Research Your Customers' Behavior

\nIf anything, this \"bear recommendation\" was anything but a disservice to the beekeeper. The story, which spread across the internet in just a few days, will undoubtedly bring him and the surrounding beekeepers more customers.\n\nTherefore, to ensure business success, it's good to understand customer behavior, research their purchasing habits and expectations. Most importantly, it's crucial to know how to interpret the acquired data and leverage it to increase demand. A valuable lesson written by bears and a beekeeper.", "date": "2019-08-29", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/08/Viralno-priporocilo_h.jpg", "tags": [ "Feedback acquisition", "Case study" ], "author_email": "admin@example.com", "paragraph": "Discover how a beekeeper turned a bear problem into a viral marketing success by understanding animal behavior. This case study highlights the power of customer insights for business growth." }, { "title": "Key Benefits of Conducting Customer Satisfaction Surveys", "slug": "key-benefits-of-conducting-customer-satisfaction-surveys", "content_html": "\"The The benefits of conducting customer satisfaction surveys are evident in customer retention and increased loyalty. With a positive touch and personal connection, you'll also gain a step ahead of the competition.\n\nWhen we talk about customer satisfaction, we mean the ability to consistently deliver an excellent customer buying experience. Service reliability, product quality, and purchase process efficiency are what make a difference in the eyes of customers. Successful companies know that satisfied customers who return and make repeat purchases are key to business success.\n\nRecent research has shown that as much as 30% of business growth can be attributed to conducting customer satisfaction surveys (source: TeaMarchs.com). These have proven to be a good tool for making business decisions. Through surveys, customers highlight areas of dissatisfaction, in simpler terms, things a company must improve if it wants to retain customers. Of course, it is still important to acquire new customers, but it should be realized that retaining existing customers is more cost-effective and simpler.\n\nWe have previously mentioned the benefits of conducting customer satisfaction surveys, and now we highlight them in more detail:\n

1. Staying Ahead of the Competition

\nA customer satisfaction survey will highlight the characteristics, advantages, and other specifics of your products or services that customers are looking for. With this information, you can sell more effectively or even develop products or services that are tailored to their needs. This will put you one step ahead of the competition.\n

2. Retaining Existing Customers

\nCustomer loyalty cannot be bought; you must earn it. As many as 45% of your customers will leave if you do not meet their expectations. The best method for customer retention is to conduct a satisfaction survey to understand their needs and expectations. Only then can you meet or even exceed them.\n

3. Maintaining Customer Loyalty

\nUnderstanding customer needs and expectations through satisfaction surveys helps increase company revenue and ensure future growth. Loyal customers have the potential to bring new customers to your company, which organically increases your customer base without additional investment. Positive feedback is always a useful tool for increasing your company's growth and reputation.\n

4. Positive Brand Image

\nMarketing strategies can only be successful if you know what increases your customers' satisfaction. Unhappy and dissatisfied customers have significant power for negative promotion on social media and other publicly accessible channels. On the other hand, satisfied customers spread the word and provide positive reviews and comments that can be used for marketing purposes. By conducting satisfaction surveys, you demonstrate to customers that you value their opinion and encourage them to think positively about your company.\n

5. Building Personal Connection

\nBy consistently conducting satisfaction surveys, you will establish a more personal connection with your customers. This will give you better insight into necessary business changes and useful information for product or service development. Additionally, it will allow you to better meet customer expectations than your competition.\n\nMonitoring customer satisfaction can therefore significantly contribute to a company's successful business operations. Meeting customer needs will bring a smile to your customers' faces, as well as to your employees' faces. All of this will improve the company's internal atmosphere, and employees will become even more engaged in satisfying customers. Be aware of the benefits of conducting satisfaction surveys, which will highlight your strengths and weaknesses and give you the opportunity to address them.", "paragraph": "Discover the key benefits of customer satisfaction surveys, including improved customer retention, loyalty, and a competitive edge. Learn how understanding your customers' needs can drive business growth and enhance your brand.", "date": "2019-09-05", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/09/Prednosti-izvajanja-raziskav-zadovoljstva_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Fun Surveys for Better Response Rates and Happier Customers", "slug": "fun-surveys-for-better-response-and-customer-satisfaction", "content_html": "\"Fun Fun surveys achieve better response rates. Find the right balance to keep customers in a good mood while completing them, ensuring they finish the survey and provide credible, useful answers.\n\nCustomer satisfaction surveys can be quite boring. Monotonous questions and standard answers aren't interesting to customers, which leads to poor survey response rates. Fun surveys, on the other hand, achieve much better response rates. Because of them, companies receive more useful answers and maintain, or even improve, customer satisfaction.\n\nIf a survey deals with a very serious topic where using fun elements is not appropriate, or if its findings lead to important scientific dissertations, maintaining a professional tone and attitude is essential. Otherwise, try to make the survey fun. You will still get useful answers, and customers will enjoy completing it. The response rate will be better. Below are some tips to help you make your survey easy and fun to complete.\n

Use Conversational Language

\nSome companies use such technical jargon in their surveys that customers don't even understand it, and if they do, they get extremely bored reading the questions. Even if the subject of the research is serious and professional, the questions can still sound fun and informal. The customer won't get bored; on the contrary, they'll have fun taking the survey, and the number of responses received will increase.\n

Offer Original Answers

\nSometimes surveys are too dry, even when there's no need for them to be. Too often, the answer options are limited to \"yes/no,\" \"rarely/sometimes/often,\" or \"dissatisfied/moderately satisfied/satisfied,\" which kills the customer's motivation to complete the survey. A typical \"yes/no\" question can be spiced up with creative answers from time to time:\n

Your first thought, if we playfully consider giving you a small gift with every purchase:

\n

YES, YES, YES!!!
All for me! :D
Mom, did you go to ____ today? Did you bring it???
Oh, you won't trick me with this one.
Neither will you...

\nSuch a survey will not only be more fun to complete, but you'll also have fun writing it and analyzing the answers.\n

Break Up the Survey with Fun Questions Occasionally

\nA questionnaire will be uninteresting to customers if it contains many boring, serious questions. Many will get tired of completing it before the end. Include some more fun questions in the survey, even if they might seem unrelated to the research's purpose at first glance. This will break the tension and relax the customer for further participation. Here are some examples of such questions:\n

Would you rather vacation on a tropical beach or go trekking in the Andes?
Would you rather have a fun but low-paying job or an annoying job with a high salary?
If you could, what superpower would you have for one day?

\nWith a fun and unexpected break in the questionnaire, you will re-engage customers and show them you have a sense of humor. They will continue answering more relaxed. The best ratio found is to include one fun question for every four serious questions.\n

Use Emojis ;)

\nWe live in a time where emojis (smileys, emoticons) are everywhere. You can also use them to liven up your survey and create a more personal and relaxed connection with your customers. Using emojis can even increase the number of completed surveys and has been proven not to affect the quality of answers (source: WARC).\n\nEmojis also affect user patience online. If a page with questions doesn't load fast enough, users will leave quickly, especially when taking surveys on mobile phones. However, if you use emojis in your survey and break it up with a fun question every now and then, customers will be much more patient and complete the survey.\n

The Key to Fun Surveys

\nYou need to approach adding fun to your questionnaire thoughtfully. Don't overdo it, so you don't come across as unprofessional or patronizing. You need to find the right balance to keep the customer in a good mood while completing the survey, ensure they finish it, and provide credible and useful answers.\n\nTherefore, use friendly and conversational language, and add a fun question or two to keep the customer's attention. Including emojis and original answers will entertain them until the end of the survey. Try to follow the advice above when preparing your next customer satisfaction questionnaire.", "date": "2019-09-11", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/09/Zabavne-raziskave_h.jpg", "tags": [ "Feedback Management" ], "author_email": "admin@example.com", "paragraph": "Discover how fun surveys can significantly boost response rates and customer engagement. Learn practical tips, like using conversational language and creative answer options, to keep respondents happy and their feedback valuable." }, { "title": "7 Steps to a Strategy for an Excellent Customer Experience", "slug": "7-steps-strategy-excellent-customer-experience", "content_html": "\"Companies Companies that successfully implement an excellent customer experience strategy achieve greater customer satisfaction, reduce customer churn, and increase revenue.\n\nThe reason why customer experience is increasingly important for companies is that an excellent experience reduces customer churn and increases company revenue. It affects all areas of business. We have gathered 7 steps to help you prepare a strategy for an excellent customer experience.\n\nA study called the Digital Marketing Trends Report by Econsultancy showed that most companies consider customer experience to be the biggest opportunity for business improvement. In fact, this is not surprising, as it is known that as many as 60% of customers are willing to pay more for a better experience.\n
Companies that successfully implement an excellent customer experience strategy achieve greater customer satisfaction, reduce customer churn, and increase revenue.
\nLet's look at the 7 steps for preparing a strategy for an excellent customer experience.\n

1. Customer Satisfaction Embedded in Vision

\nCustomer satisfaction should be a core part of your vision so that it can be properly communicated to all employees. Once it's clear that customer satisfaction is a priority at all company levels, it will begin to reflect in employees' attitudes towards customers.\n

2. Know Your Customers

\nTo understand and meet their desires and needs, you need to know what types of customers you are dealing with. You must connect with the customer and empathize with their situation. Categorize them into the most characteristic groups, and for easier implementation, you can give \"fictional\" customers names. This way, employees will more quickly recognize the type of customer they are dealing with and respond appropriately to their requests.\n

3. Connect with Customers on an Emotional Level

\nThe highest customer satisfaction is achieved when employees connect with customers on an emotional level. It's not just what they say, but how they say it that matters. More than 50% of the experience stems from emotions, which also significantly influence decision-making (source: Journal of Consumer Research). A customer becomes loyal when they connect emotionally and remember how they felt using a product or service.\n

4. Get Real-Time Customer Feedback

\nTo know if you are providing customers with an excellent buying experience, you need to ask them. Ideally, you should obtain this information immediately after a purchase. Send them an invitation to provide feedback on their buying experience and the employees they interacted with.\n

5. Act Immediately When a Need Arises

\nContinuously gathering feedback allows you to constantly identify opportunities for improvement. You can address any anomalies immediately before they cause further customer dissatisfaction.\n

6. Feedback as a Guide for Employee Training

\nYou now know what kind of buying experience your customers have and whether it aligns with the one you defined in your vision. You have also identified points of divergence and know in which areas you need to train your employees.\n

7. Measure the ROI Resulting from an Excellent Buying Experience

\nEvery change you implement in your business involves certain investments. We are confident that the investment in customer satisfaction will more than pay for itself in a very short time. You will likely be pleasantly surprised when you discover for yourself how much this investment has paid off. The easiest way is to track the growth of the NPS index, through which you can compare yourself with other companies in the industry.\n\n \n\nCustomers have increasing power. Their expectations are higher, and their experience spreads very quickly to potential customers. All of this further increases the importance of their satisfaction with the buying experience. Measure it too and see for yourself its impact on loyalty, customer retention, and revenue growth.", "date": "2019-09-18", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/09/Odlicna-strankina-izkusnja_h.jpg", "tags": [ "Customer Expectations", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover a 7-step strategy to enhance your customer experience. Learn how to boost satisfaction, reduce churn, and increase revenue by focusing on customer needs and emotional connections." }, { "title": "Don't Just Focus on Customers, Stakeholder Satisfaction is Key", "slug": "dont-just-focus-on-customers-stakeholder-satisfaction-is-key", "content_html": "\"Besides Besides customer satisfaction, regularly check the satisfaction of other company stakeholders and look for opportunities to improve it. This will ultimately lead to an excellent customer purchasing experience.\n\nWe have written a lot about the importance of customer satisfaction. Of course, customers are those you need to keep satisfied, but you must not forget about other stakeholders of your company. You need to maintain the satisfaction of all company stakeholders to establish a system that is \"doomed\" to succeed.\n\nYour company has many stakeholders. As a sole proprietor, you have customers who use your products or services, and likely suppliers and business partners with whom you collaborate in one way or another. In larger companies, you also have employees who invest their work and time in the company's success. \"External\" customers are your buyers, who see you as someone who fulfills their desires and needs. \"Internal\" customers are your business partners, suppliers, and employees, for whom your company is a source of livelihood.\n

Importance of (External) Customers

\nWithout customers, your company would have no revenue and no reason to operate. Your products or services exist solely to meet customer needs. Therefore, you are interested in their opinions and regularly check their satisfaction through formal research or informal conversations. You understand that \"the customer is always right\" and take their opinions into account when developing products and services.\n\nIn case of a negative experience, a customer would spread negative word-of-mouth about your company. When they are satisfied, they will reward you with new purchases, and if they have had an excellent purchasing experience, they will tell their friends and acquaintances about you.\n

The Value of Employees and Business Partners (Internal Customers)

\nEvery company must maintain the satisfaction of other stakeholders besides the customer. Satisfied suppliers might offer you better terms of cooperation, and satisfied business partners will make a greater effort for the collaboration to yield excellent results. Otherwise, they will only do what is contractually necessary and will not go the extra mile when you truly need it.\n\nAs a company that is also an employer, you must not make the mistake of focusing solely on company customers. In this case, your employees will have no reason to work other than being paid for it. In such a work environment, they will only strive enough to keep their jobs. Instead, ensure a work environment and company culture that will provide satisfaction to your employees. When employees are satisfied with their work environment, they work with drive, positivity, and the effort to do their job as well as possible.\n

How the Satisfaction of All Company Stakeholders Affects Customer (External) Satisfaction

\nYour employees are the face of your company. They are in contact with customers and are the ones who most significantly influence customer satisfaction with the purchasing experience. Satisfied employees represent the company with integrity, enthusiasm, and belonging. Their job satisfaction directly translates into their relationship with your customers. Employees who value their work will be more diligent than those who come just for the salary. They will produce better products, provide higher quality services, and genuinely strive for an excellent customer purchasing experience.\n
Customers who interact with friendly and satisfied employees will be more satisfied than those who deal with employees complaining about their work.
\nFor true company success, all company stakeholders must be satisfied. Regularly check and measure their satisfaction and look for opportunities to improve it further. Ask yourself (and check) if your suppliers and business partners are satisfied with the cooperation, and if your employees are satisfied with the work environment. If the answer is yes, your customers will very likely be satisfied with their purchasing experience as well.", "date": "2019-09-26", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/09/Zadovoljstvo-deleznikov-podjetja_h.jpg", "tags": [ "Customer Satisfaction", "Employee Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Focus on the satisfaction of all company stakeholders, not just customers. Ensuring that employees, partners, and suppliers are happy leads to a better overall business and ultimately enhances the customer experience." }, { "title": "Are You Among the 7% of Slovenian Companies Actively Managing Customer Satisfaction?", "slug": "are-you-among-7-slovenian-companies-actively-managing-customer-satisfaction", "content_html": "\"Systematic Systematic customer satisfaction management requires strategy, appropriate technology, and the knowledge and time to prepare, analyze, and manage feedback.\n\nSystematic customer satisfaction management is the cheapest way to achieve long-term company profitability. It requires a company strategy, appropriate technology, time, and knowledge.\n\nDo you know any company that doesn't believe customer satisfaction is crucial for long-term business success? Neither do we. There are many reasons why managing satisfaction pays off, but we consider these two the most important:\n\nCustomer satisfaction is crucial for business success, yet only a few Slovenian companies actively and systematically manage their customer satisfaction. According to our internal research, **only 7% of Slovenian companies can say they have a comprehensive, functional customer satisfaction management system in place**. \n

Why do so few companies actively manage customer satisfaction?

\nThe reason likely lies in the complexity of establishing and managing such a system. A successful customer satisfaction management system requires the company to have:\n
    \n \t
  1. the right strategy,
    2. \n \t
  2. an appropriate technological solution,
    3. \n \t
  3. knowledge for preparing the right questions and analyzing information, and
    4. \n \t
  4. time for reviewing and managing information.
    5. \n
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1. Effective Customer Satisfaction Management Strategy

\nAn effective customer satisfaction management strategy includes three elements:\n\nPast\n\nWe monitor our customers' current satisfaction, systematically look for dissatisfied customers, and try to resolve their dissatisfaction. Our goal is **reducing customer churn rate**.\n\nFuture\n\nWe systematically gather information about what bothers our customers, what they need, and what they expect from us. We use this information as the **foundation for the company's future business decisions**.\n\nMeasurable Goals\n\nEstablishing appropriate satisfaction metrics and setting the goals we aim to achieve.\n

2. The Right Technology for Feedback Capture

\nCompanies have many daily interactions with customers. A lot of information that would be beneficial often gets lost in internal company communication, or customers simply never provide it to us.\n\nA well-established system **continuously and automatically** generates the right feedback at all customer touchpoints and allows for easy insight into the collected results.\n

3. Expertise

\nAn effectively established satisfaction management system requires specific knowledge in the **implementation, management, and analysis** of collected information:\n\n

4. Time for Information Review and Management

\nA correctly implemented customer satisfaction management system will continuously generate a large number of customer feedback. Certain feedback requires an immediate company response (dissatisfaction), while others present us with our customers' needs and desires.\n\nAn active satisfaction management system requires a person within the company who **actively monitors and processes received feedback** – a sort of satisfaction manager.\n

Systematic Customer Satisfaction Management is a Long-Term Company Direction

\nEstablishing a functional satisfaction management system is a significant step that may require a substantial investment of time and money, but it more than pays off in the long run. Companies with such a system pursue two goals:\n\nAll this for a simple reason: **because it is easier and cheaper to sell to satisfied customers than to look for new ones**.", "date": "2019-10-03", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/10/Sistematsko-upravljanje-zadovoljstva-strank_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover why only 7% of Slovenian companies actively manage customer satisfaction. Learn the essential strategy, technology, knowledge, and time required for effective customer retention and business growth." }, { "title": "Slovenians are uncritical customers with low expectations", "slug": "slovenians-are-uncritical-customers-with-low-expectations", "content_html": "\"A A customer satisfaction survey of Slovenian buyers revealed that Slovenians are rather uncritical customers, but still more critical than Croats.\n\nWe analyzed over 130,000 customer feedback responses submitted through the Artur system. We found that Slovenians are not demanding customers and do not have high expectations. As a result, many companies have not yet been \"forced\" to put the customer at the center of their business decisions.\n\nBefore the survey on the satisfaction of Slovenian customers, we asked ourselves: do Slovenians really complain that much? Are we loyal customers? Do companies consider customer feedback in their business decisions? How actively do they manage their customers' satisfaction? We must admit that some findings were expected, while others genuinely surprised us.\n\n
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The full survey, which also includes a comparison of Slovenian and Croatian customers, can be read here. Although Slovenians are uncritical, we observed that Croats are satisfied even more quickly.

\n\n\n
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1. Slovenians are willing to provide feedback

\nWe can refute the prejudice that Slovenians do not respond to requests for feedback. On the contrary, the analysis of feedback through the Artur system indicates that Slovenians respond above average to companies' invitations to provide satisfaction ratings compared to other countries. The average response rate to invitations in Slovenia is 15%, while the expected response rate abroad is 10-15%.\n

2. We are satisfied relatively quickly

\nCompared to other European and American customers, Slovenians are satisfied relatively quickly. Taking the average NPS value for retail companies as an example, it is 35 abroad, while in our country it is as high as 47. In other measured industries, ratings are consistently high. It should be noted that the companies in the sample are already actively managing their customers' satisfaction, thus achieving higher NPS scores than competing companies.\n

3. Although we are satisfied, we are not very loyal

\nSlovenian customers are therefore quite satisfied. On the other hand, we observe that our satisfaction does not translate into loyalty. Why is there a discrepancy? Customer expectations are still relatively low; a customer is satisfied if their need is met, but they do not expect (and do not receive) delight. Delight is what creates loyal customers.\n

4. There is a gap in service quality within companies

\nWe also analyzed customer satisfaction in different branches of the same company. There are often significant gaps in CSAT and NPS metrics between individual company units. This means that customers do not achieve the same level of satisfaction when visiting different branches. The quality of service depends solely on how engaged the employees are.\n\nTo prevent such gaps, companies are opting for active management of the customer experience. They use the obtained information for employee training, transfer of internal best practices, and resolution of customer problems at their points of origin.\n

5. Monitoring customer satisfaction increases employee engagement and, consequently, customer loyalty

\nCompanies that actively monitor their customers' satisfaction are rewarded with increased employee activation and, consequently, greater customer satisfaction and loyalty. Employees who are involved in the evaluation process and are aware of the results are more conscious of their role in it. They know what bothers customers and what customers expect from them, so they adapt their work to the needs and demands of customers.\n

6. Companies do not consider customer voice when making business decisions

\nAlthough Slovenian companies are increasingly aware of how important their customers are and monitor their satisfaction, many still do not involve customers in making business decisions.\n\n
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You can download the full survey here.

", "date": "2019-10-08", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/10/Raziskava-zadovoljstva-slovenskih-kupcev_h.jpg", "tags": [ "Case Study", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "A survey reveals that Slovenians are generally uncritical customers with low expectations, though more critical than Croatians. This impacts how businesses prioritize customer needs and satisfaction." }, { "title": "Emotional Brand Attachment and How to Achieve It", "slug": "emotional-brand-attachment-how-to-achieve", "content_html": "\"Emotional Emotional brand attachment is the deepest and most sincere form of customer loyalty to your company.\n\nEmotional brand attachment means that a customer has a good feeling when they think of the brand, would recommend it to friends and acquaintances without hesitation, and want to buy it when the need arises. It is closely related to customer brand loyalty.\n\nWhen a customer is emotionally attached to a brand, they will choose it even if other comparable or even more favorable alternatives are available. Choosing a product or service from this brand will fill them with satisfaction and the knowledge that they made the right choice. They will also share their experience with acquaintances and friends, in short, they will become ambassadors for your brand.\n\n
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Emotional brand attachment is the deepest and most sincere form of customer loyalty to your company.

\n\n\n
\n\n

The Value of Emotional Brand Connection

\nWhat is the actual value of a customer becoming emotionally connected to your brand?\n\nIn short, building emotional connections with your brand will lead to higher and more frequent purchases from your loyal customers, more recommendations, higher customer lifetime value, and increased company revenue.\n

How to Build Emotional Connections with Your Brand?

\n

1. Be Authentic

\nDetermine who you are as a company and what your values are. Tie everything you do back to your company's values so that your activities are perceived as authentic. Clarity, honesty, and transparency in your messages will strengthen customer trust in your brand.\n

2. Address Customers Personally

\nCustomers will feel an emotional connection to your brand and will be more loyal if they believe you understand them. Put yourself in your customers' shoes and address them personally in your messages.\n

3. Demonstrate Social Awareness

\nLet customers feel that they are important to you and that you are striving to make a positive change in society. Perhaps you can support a charity and donate a certain amount or percentage of each purchase for charitable purposes. Customers will appreciate this, and they will also feel better about their purchase, as they will have helped themselves in a way.\n

4. Offer a Discount or Loyalty Program

\nA discount positively affects customers' perception of the brand, and loyalty programs also establish an emotional connection with the brand.", "paragraph": "Discover the power of emotional brand attachment, the deepest form of customer loyalty. Learn how to foster genuine connections, build trust, and understand the significant business value of emotionally invested customers. Explore practical strategies to make your brand unforgettable.", "date": "2019-10-17", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/10/Custvena-navezanost-na-blagovno-znamko_h.jpg", "tags": [ "Digital Credibility", "Company Reputation", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "A Marketing Move That Guarantees More Sales and Costs Very Little", "slug": "marketing-move-guarantees-more-sales-costs-little", "content_html": "\"An An effective exit interview is a real marketing move, as it gives you the opportunity to fix mistakes in the customer experience. Don't let more customers leave due to the same mistake!\n\nAn exit interview is a simple yet highly effective marketing move that you can implement immediately and costs very little. On top of that, it guarantees you greater visibility, more inquiries, and ultimately, more sales. Start by conducting exit interviews with dissatisfied customers.\n\nNo one likes to discover that a dissatisfied customer is leaving. However, instead of dwelling on it, take their departure as an opportunity to learn from the experience. To improve your customers' purchasing experience and increase customer retention, conduct an exit interview with departing customers. For a moment, forget your personal opinion and ask them the reason for their departure.\n

3 Steps to an Effective Exit Interview

\n

1. Prepare the right questions.

\nThink today about what you would ask a departing customer. What are you curious about, what do you want to know from them before they “close the door behind them”? Forget caution and your opinion about what is true and who is right. Don't be afraid of negative answers. Ask how it was to work with your company, with your company's employees. Ask what was done poorly and what they didn't like about the collaboration. Also, ask what you could have done better. Your goal should be to find out the real reason why the customer is leaving so you can fix it in the future.\n

2. Choose the method or medium for conducting the interview.

\nIf you have the opportunity (and the courage), conduct an exit interview with a dissatisfied customer in person. This way, you can observe their body language in response to your questions and have the opportunity to ask follow-up questions when necessary. If, for any reason, you cannot talk to the customer face-to-face, choose a tool to conduct the interview remotely. Customer satisfaction management systems, such as Artur, can be helpful.\n

3. Conduct the interview and create a plan for changes.

\nWhen a customer's dissatisfaction is so strong that it's clear they will no longer buy from your company, ask them if they would be willing to answer a few questions. Objectively accept their feedback and analyze it. Find out what you can improve in your business to make your customers happier.\n

Accept the customer's departure and remain professional

\nDon't take it to heart if a departing customer becomes unfriendly or overly negative. Don't get into an argument about why you did what you did, and don't explain your side of the story. Just sincerely thank them for their opinion. Although you have lost this customer, with the exit interview, you have gained an opportunity to fix the mistake. Highlight key improvements and make a plan for when you will implement them. Don't let more customers leave due to the same mistake!\n\nStart conducting exit interviews with dissatisfied customers at the first opportunity. You have nothing to lose and can gain a lot.", "date": "2019-10-23", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/10/Ucinkovit-izhodni-intervju_h.jpg", "tags": [ "Exit interview" ], "author_email": "admin@example.com", "paragraph": "An effective exit interview is a low-cost marketing strategy that can lead to increased sales. Learn how to conduct them to gather valuable feedback and improve customer experience." }, { "title": "3 Simple Ways to Improve Customer Satisfaction", "slug": "3-simple-ways-to-improve-customer-satisfaction", "content_html": "\"Three Three simple ways to improve customer satisfaction that don't require significant investment in time or money.\n\nYou understand that your company's customers must be satisfied. You want to increase their satisfaction, but you don't have the resources or staff to dedicate to it. However, not all methods of raising customer satisfaction are time-consuming and expensive. We highlight three simple ways to improve customer satisfaction that do not require significant investment in time or money. \n

Treat Every Customer as If They Are Your Most Important Customer

\nIt's very simple. Treat every single customer as you would want to be treated if you were visiting or calling your own company. Treat them as if they are your company's most important customer.\n\nDo your best to genuinely help them. Keep your promises. If you agreed to call them back when the product is in stock or when the colleague they need to speak with returns from vacation, do so. After a purchase or service, thank them sincerely in person and, if possible, on the invoice.\n

Consistently Measure Your Customers' Satisfaction

\nFew dissatisfied customers will return and continue the purchasing process or make repeat purchases from your company. By consistently measuring your customers' satisfaction, you will discover and reduce the possibility of their dissatisfaction in a timely manner, preventing customer churn. Decide on a system with which you can measure customer satisfaction at every step of their purchasing process.\n\nCustomer satisfaction surveys tell you how satisfied customers are with you and what else you can do to improve their satisfaction. NPS is the question that most quickly identifies dissatisfied customers, as well as the most satisfied ones, whom you can turn into your company's ambassadors.\n

Monitor What's Being Said About You on Social Media to Improve Customer Satisfaction

\nSocial media is an inexhaustible source of information about all sorts of things. It's very likely that a lot of good and bad information about your company is posted there. On average, people visit social media multiple times a day, and it's easiest to write there when someone has disappointed or delighted us. Make an effort to stay updated with these conversations and, if necessary, respond to mentions.\n\nRemember – a satisfied customer will return. Don't miss these actionable opportunities to increase your customers' satisfaction.", "date": "2019-11-07", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/11/Izboljsanje-zadovoljstva-strank_h.jpg", "tags": [ "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover three straightforward and cost-effective strategies to significantly boost customer satisfaction without requiring substantial investments of time or money. Learn how treating each customer as your most important, consistently measuring satisfaction, and monitoring social media can lead to increased loyalty and positive brand advocacy." }, { "title": "A Bad Customer Experience Is Something You Absolutely Cannot Afford!", "slug": "bad-customer-experience-cannot-afford", "content_html": "\"A Due to a poor shopping experience, your customers will start going to the competition, even if you offer them a higher quality product or service.\n\nCustomers expect more from your company than just a good product or a correctly performed service. They want an excellent shopping experience! A bad customer experience can lead to customer churn. As companies often can no longer find opportunities for developing the products or services they sell, more and more are competing with other companies primarily through their customers' shopping experience. \n\nForbes estimates that as many as 89% of companies compete with the competition primarily through customer experience, while this percentage was significantly lower in 2010, at only 36% (source: www.forbes.com). Therefore, more and more companies are realizing the importance of an excellent customer experience and the impression they make on the customer. A customer begins to form an impression of a company the moment they are first exposed to the brand.\n\nThe importance of an excellent customer experience is best supported by the following facts:\n

1. It provides you with a significant competitive advantage

\nIt is very likely that your company also has at least a few competitors offering comparable products or services. Ask yourself, why would a customer make a purchase from you specifically? A quality product or service is just a prerequisite, and far from sufficient. Customers buy an experience along with the product. When you consistently provide an excellent customer experience in addition to an excellent product, your brand will be much harder for the competition to imitate. This means you have gained a significant advantage that other companies will find difficult to overcome.\n

2. Customers share their excellent experiences with others

\nWhen a customer receives only what they expect, they will not tell their friends and acquaintances about it. However, if you go the extra mile and exceed their expectations, they will tell others about their experience. They will become ambassadors for your brand, which is by far the most effective strategy for increasing sales. We all trust our friends and acquaintances, and if they (your customers) had a good shopping experience, we will have one too.\n

3. Customers are the ones who have the choice

\nAlmost certainly, your company also has competitors ready to solve your customers' pain points. A customer will choose the provider that offers them the best combination of a quality product (or service) and shopping experience. Even if your product is better than the competition's, a customer will go elsewhere if they find a comparable product and a much better shopping experience there. It is very rare for a customer not to consider the alternatives they have before making a purchase. Make sure you are always their first choice.\n

4. An excellent customer experience increases company revenue

\nThere is no doubt that an excellent customer experience leads to larger and repeat purchases, and also brings you new customers. How? When customers start associating your brand with an excellent shopping experience, they will make purchases from you and not from the competition. As long as they are satisfied, they will not think about switching providers, and by maintaining their satisfaction, you will retain more customers. Finally, satisfied customers are willing to pay more due to the excellent experience.\n

It all starts with an excellent customer experience

\nIt is not always easy to find your company's competitive advantage. If you understand the importance of customer satisfaction, you will also better understand (and meet) their expectations. The customer experience will improve, and this is the most you need for an edge over the competition.", "date": "2019-11-12", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/11/Slaba-strankina-izkusnja_h.jpg", "tags": [], "author_email": "admin@example.com", "paragraph": "A poor customer experience can drive customers away, even if your product is superior. Learn why prioritizing customer experience is crucial for competitive advantage and increased revenue." }, { "title": "Did You Know How Welcome Customer Complaints Are to Your Business?", "slug": "did-you-know-how-welcome-customer-complaints-to-your-business", "content_html": "\"If If a dissatisfied customer quietly leaves for another provider, customer churn will be high and you won't know why. But if they write you a complaint, you will recognize their pain point and be able to fix it. Therefore, let everyone know that customer complaints are welcome in your company.\n\nYou probably agree that no company would exist if it didn't have its customers. Customers are the most important link in a business, so it's very important to maintain their satisfaction. You learn the level of customer satisfaction through constant feedback. And let everyone also know that customer complaints are welcome.\n\nThe universally known benefit of feedback is that it is a strong anchor point for potential customers in their purchasing decisions. In addition to acquiring new customers, feedback brings another great value to companies. It provides them with insight into customer satisfaction without having to conduct expensive market research.\n\nUnfortunately, many companies still fear negative feedback. Which is understandable, as we all prefer to be praised than to be told what we did wrong. The recipe, whether it's a customer complaint or criticism directed directly at us, is not to take it personally, but as an opportunity to improve (our product or ourselves).\n

1. Increasing Customer Satisfaction

\nMany customers who are not satisfied with your product or service will remain silent and simply look for another provider. You lose that customer (and many subsequent customers) without knowing why. However, if a dissatisfied customer writes you a complaint, you will find out what their pain point is and get an opportunity to fix it. You can improve the satisfaction of this customer and many subsequent customers in this way.\n

2. Product or Service Improvements

\nIt's invaluable for customers to tell you what problems they have with your product or service. You don't have to rack your brains to find potential improvements, as customers highlight them themselves. And this is from the best perspective of users of the products or services you offer.\n

3. Positive Impact on Brand

\nThe communication channel through which customers can share their experience positively impacts your brand. Customers know that you care about them and want to provide them with the best possible purchasing experience. Your company becomes more credible and trustworthy if you actively enable customers to provide feedback.\n

How to Deal with Customer Complaints?

\nAlthough you would rather avoid them, now you know that you can welcome customer complaints with open arms and \"use\" them for better business. However, how you react to them is important. Never tell a customer they are wrong. Stay calm and always respond politely. Say you are sorry for their bad experience and that you did not meet their expectations. Let the customer know that you have accepted their complaint with the best intentions to resolve their points of dissatisfaction. With the right approach, you will turn a customer complaint into an advantage for your company.", "date": "2019-11-21", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/11/Dobrodosle-pritozbe-strank_h.jpg", "tags": [ "Negative Feedback", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover the surprising benefits of customer complaints for your business. Learn how to leverage feedback to improve satisfaction, enhance products, and strengthen your brand." }, { "title": "5 Tips to Ensure Feedback Credibility", "slug": "5-tips-to-ensure-feedback-credibility", "content_html": "\"By By actively collecting verified customer reviews, you will ensure greater credibility for the feedback potential customers find about your brand before making a purchase.\n\nUser-generated content, including information about the quality of products, services, and providers, is increasingly prevalent on the internet. While this is welcome from an informational perspective, it also leads to a decline in the credibility of available information for the same reason. It is important for a potential customer to know whether an piece of information was provided by a verified customer or an anonymous visitor.\n\nIt's likely unnecessary to emphasize that feedback from verified customers is far more credible than that posted by anonymous users, whose experiences cannot be confirmed. It's beneficial to have control over the published feedback about your brands. This gives you control over what a potential customer learns about your company before they make a purchase. Below are simple tips on how to ensure the credibility of publicly posted feedback about your company.\n

1. Obtain More Feedback from Verified Customers

\nAnyone can post their opinion on social networks, forums, or open review websites, and you cannot know if they have ever been your customer. Potential customers can find many such \"anonymous\" reviews, and if they are not positive, this can cause significant business damage. Therefore, it's wise to actively solicit as many reviews from verified customers as possible. The more you have, the less impact anonymous posts will have.\n

2. Implement a Systematic Review Collection Process Post-Purchase

\nThe best way to obtain feedback from verified customers is to send every customer an invitation to submit their opinion (about the product, service, or overall purchase experience) after they have made a purchase. When you invite a customer to submit feedback depends on the nature of their purchase. Invitations sent a few days after the purchase generally receive the best response, but if you want a customer to, for example, review a purchased product, you must allow them enough time to have tried it.\n\nBy inviting a customer to share their experience, you also communicate that you genuinely want to help them and that your relationship didn't end when they completed their purchase.\n

3. Prevent Excessive Expressions of Dissatisfaction

\nWhen you start actively collecting feedback from actual customers, you open a direct communication channel with them. This way, they will share their opinions with you directly rather than seeking other platforms to express their satisfaction, or more likely, dissatisfaction. It's known that dissatisfied customers are more persistent in finding ways to share their negative experiences than satisfied customers are in writing praise.\n

4. Encourage Customers to Share Their Opinions with You

\nIt's important to gather as much feedback as possible because only then will you know the true level of satisfaction or how high a priority it is to address any issues. If only a few individuals point out a problem, it might not be worth devoting too much attention to it, but if 10% of your customers highlight a problem, it's definitely worth addressing. Don't be afraid to offer incentives for written reviews; experience shows they don't significantly impact ratings. At least not enough to distort the overall picture. A dissatisfied customer simply won't give you a good rating, even if you reward them in return.\n

5. Do Not Hide the Source of Feedback

\nFeedback will be much more credible if the source, i.e., the person who wrote it, is also published alongside it. Caution is advised regarding data privacy, but most people allow their name and perhaps the first letter of their surname to be published. If you prefer not to publish names, it should at least be crystal clear that the review was written by a verified customer.\n\nChoose a customer feedback tool that allows for simple processes for collecting and encouraging reviews from verified customers.", "paragraph": "Learn how to boost your brand's credibility by implementing these 5 essential tips for collecting and managing customer feedback effectively. Ensure potential customers trust the reviews they find before making a purchase.", "date": "2019-11-28", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/11/kredibilnost-povratnih-informacij_h.jpg", "tags": [ "Digital Credibility", "Service Provider Credibility", "Online Store Credibility", "Company Reputation" ], "author_email": "admin@example.com" }, { "title": "Everything You Need to Know About Customer Experience Trends in 2020 (Part 1)", "slug": "everything-you-need-to-know-about-customer-experience-trends-in-2020-part-1", "content_html": "\"As As customer satisfaction becomes a key competitive advantage for companies, they must understand customer experience trends.\n\nA good customer experience is becoming increasingly important, which is why it is also important to know future customer expectation forecasts. As a third of consumers would consider switching providers after just one bad experience, customer satisfaction is becoming a priority for more and more companies.\n\nCustomer satisfaction can even become a key competitive advantage for companies, more important than product quality or price. Below, we highlight the customer experience trends you need to be aware of if you want to get ahead of the competition. We will present the remaining ones in our next installment.\n

1. More and More Customer Interactions Will Be Automated

\nSmart assistants (chatbots) will handle an increasing number of customer interactions, offering two significant advantages over humans: they are much faster and always available. Customers, even those you might not initially think are tech-savvy, are gradually getting used to communicating with artificial intelligence. This will undoubtedly continue to grow, and customers are aware of and accepting this trend.\n

2. You'll Need to Find a Balance Between Automation and Humanity

\nAutomation is an excellent way for companies to reduce costs and speed up simple tasks and customer interactions. However, human interaction remains very important to customers, so it's crucial to carefully define the limits of automation. Customers should feel like they are interacting with people, or at least be offered the option of genuine human contact if it becomes necessary.\n

3. Customers Expect Fully Personalized Services

\nPersonalization has always been important. It made customers feel personally known and valued, encouraging them to shop with you more frequently. While in the past, addressing a customer by name (e.g., in direct marketing) was sufficient, today they expect you to recommend products and services they might be interested in, based on their past purchases.\n\nFor businesses, this means tailoring your sales messages to customer segmentation based on their characteristics and interests. The good news is that in the digital age, all of this is possible.\n\n
\n\nDon't miss the next article, where we will highlight three more customer expectation trends to consider in 2020 to achieve sufficient customer satisfaction.", "date": "2019-12-05", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/12/Trendi-strankine-izkusnje_h.jpg", "tags": [ "Customer Expectations", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Learn about the key customer experience trends for 2020, including automation, personalization, and the importance of human touch in customer service. Understand how to adapt your strategies to meet evolving customer expectations and gain a competitive edge." }, { "title": "Maintain and Enhance Customer Satisfaction in 2020", "slug": "maintain-and-enhance-customer-satisfaction-in-2020", "content_html": "\"You You will maintain customer satisfaction in 2020 by understanding your customers' expectations and offering them personalized services.\n\nIn the coming year, the quality of the customer experience will remain a top priority for businesses. Customers are no longer loyal to companies solely based on price or product quality, but rather on an excellent purchasing experience. To prevent customer churn, you must keep pace with their expectations. To ensure customer satisfaction in 2020, it will be necessary to understand customer expectations and offer them personalized services.\n\nNot so long ago, companies retained customers through product or service quality, but now they must increasingly focus on the customer's purchase experience to maintain loyalty. In a survey on digital trends conducted by Econsultancy and Adobe, companies were asked what they believed was the biggest opportunity for business improvement in 2020. Customer experience won by a large margin:\n\n\"You\n\n
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In 2020, customer experience will surpass product or service quality and price as the main competitive advantages.

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\n\nAccording to the experience of companies from abroad, investing in improving customer satisfaction and their purchasing experience doubles company revenue within three years. A satisfied customer will spend more; specifically, 86% of customers are willing to pay more for an excellent purchasing experience.\n\nLast time, we wrote about how customers will expect even more personalized offers. GlobeNewswire estimates that as many as 49% of customers make impulse purchases when addressed with a personalized offer.\n\n
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Customer experience is a customer's perception of your company's (and its employees') relationship with them.

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\n\nFor a customer to be satisfied with your relationship, you must understand and meet their expectations and provide them with a personalized experience during their purchasing process. You will understand customer expectations by consistently asking for feedback and correctly interpreting the information obtained.\n

Customer experience will remain a business priority

\nA satisfied customer after a purchase will return to your company. 88% of companies have already placed customer experience at the forefront of their priorities. These are companies that invest in understanding and meeting their customers' expectations.\n\nThe first step is to obtain and analyze customer feedback on their purchasing experience. Whether you conduct in-depth research, simply measure the NPS index, or accept customer comments, suggestions, or complaints, each such interaction will provide insight into customer expectations.\n

The importance of consistent communication across all channels is growing

\nDo not forget that you interact with customers in various ways. This includes personal contact in the store, at meetings, or by phone, as well as communication through your website, forums, and social media… Customers expect consistent communication from you on all these channels.\n\nWhile all communication channels are important, direct contact with customers on mobile devices is the most crucial. 57% of customers will not visit, let alone recommend, a company whose website is not optimized for mobile devices. If you do not ensure a so-called mobile experience for your customers, you will significantly jeopardize your company's growth. The most common negative observations regarding the mobile experience relate to unclear navigation, poor site search, and slow loading times. If you don't know where to start, improve these three aspects of your mobile website.\n

More and more customers expect immediate access to information

\nIn 2020, you will need to enable customers to access desired information immediately. As many as 67% of customers prefer the option of quick access to information over speaking with company employees. For this reason, more and more companies are integrating artificial intelligence assistance into their customer communication.\n

Customer dissatisfaction leads to customer churn

\nThe problem is that a dissatisfied customer talks about their (bad) experience with friends and acquaintances, but they usually do not express their dissatisfaction to you. In fact, only one in 26 dissatisfied customers complains. All others simply leave quietly and seek another provider to meet their needs. Do not mistake the absence of complaints for customer satisfaction!\n\nDo everything you can to understand your customers' actual expectations and their satisfaction with the purchasing experience. According to a PwC survey of 15,000 consumers, one in three consumers will switch their favorite provider after a single bad experience, and 92% will leave a company after two bad experiences.\n\n
\n\nCompanies that focus on customer experience in 2020 will undoubtedly see it pay off. To ensure customer satisfaction, you must understand your customers' expectations more than ever, with tools like Artur.com helping you. Once you understand expectations, you can offer customers personalized services. A pleasant purchasing experience, which you continuously improve, will strengthen your customers' loyalty.", "paragraph": "In 2020, customer experience is paramount. Understand customer expectations, offer personalized services, and ensure consistent communication across all channels, especially mobile, to enhance satisfaction and loyalty.", "date": "2019-12-19", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2019/12/Zadovoljstvo-strank-v-letu-2020_h.jpg", "tags": [ "NPS Index", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "How to Prepare a Customer Satisfaction Survey to Get Useful Answers?", "slug": "how-to-prepare-customer-satisfaction-survey-get-useful-answers", "content_html": "\"We've One of the tips for preparing a customer satisfaction survey to get good insight into their experience is to optimize the survey for mobile devices.Customer satisfaction surveys help you understand customer needs and expectations, as well as their potential issues with your products or services. For the survey to yield useful answers and findings, it must be prepared correctly. The tips we're discussing today can help you with that.The purpose of conducting customer satisfaction surveys is to learn about your customers' expectations at all points of their buying process. Information about what customers like about their buying process helps you identify the processes that work. This way, you can focus even more on what creates a positive customer experience. Satisfied customers will be more loyal and make more purchases.

Also read about the most common ways to measure customer satisfaction.

A properly designed survey will give you good insight into the customer experience. We've gathered some tips on how to prepare a customer satisfaction survey to get useful answers.

Recommendations for Preparing a Customer Satisfaction Survey

First, ask about the overall satisfaction with the company.This will give you an excellent first impression and allow you to compare this rating with those from previous periods. You'll immediately see if you've improved satisfaction or not. If you've made changes based on previous feedback, this rating will reflect whether they were successfully adopted. Since this is the first question, even customers who may not complete the survey will answer it.Allow open-ended questions for customer experience input.Through open-ended questions, you'll get more concrete opinions and descriptions. With closed-ended questions (where the customer chooses from pre-defined answers), you might only learn that the customer is \"partially satisfied.\" However, you wouldn't find out why they gave that rating. In an open-ended question, the customer will write what happened and likely what they would expect. Although the analysis itself is somewhat more time-consuming and complex, such answers provide incomparably greater informational value.Optimize the questionnaire for mobile device completion.Most customers will complete the survey on their mobile phones. It's very important to consider this when preparing the survey. The user experience must be pleasant, and if you optimize the survey for mobile devices, it will also be pleasant to complete on a computer (the reverse is not necessarily true).

What to Avoid When Preparing a Good Survey?

Do not ask ambiguous or overly broad questions.If a question can refer to different things, you won't know what the customer expressed their opinion about. The customer may also get confused and stop answering if they don't know exactly what you're asking.A satisfaction survey should not be too long.As always, there are exceptions, but generally, the survey should not contain more than 10 questions. For longer surveys, the customer's attention wanes, and they will not complete it.Do not use terms that the customer does not understand (even if they are common in your industry).The customer must fully understand the question to provide a relevant answer. Don't confuse them with technical terms, even if you use them daily.There are online tools for preparing surveys and analyzing the collected answers that will make your work easier. However, you need to know what you want to find out and what to ask in the survey. Take the time to prepare a customer satisfaction survey that will yield useful answers.", "paragraph": "Learn how to create a customer satisfaction survey that yields actionable insights. Discover best practices for question design, mobile optimization, and avoiding common pitfalls to ensure valuable feedback.", "date": "2020-01-16", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/01/Kako-pripraviti-raziskavo-strankinega-zadovoljstva_h.jpg", "tags": [ "Customer Expectations", "Customer Satisfaction" ], "author_email": "admin@example.com" }, { "title": "Informed Business Decision-Making Based on Market Research", "slug": "informed-business-decision-making-market-research", "content_html": "\"The The more information a company has, the more likely it is to make the right decision. Therefore, informed business decision-making based on market research leads to better results and company growth.\n\nMaking strategic business decisions is harder than it seems. Every decision made can lead to profit, or it can bring the company a loss. Informed business decision-making supported by market research will surely lead to better results and company growth.\n\nCompanies make important strategic business decisions every day. It is difficult to know in advance how the market will react to any change or novelty, but it is certain that the more information a company has, the more likely it is to make the right decision.\n\nCompanies increasingly rely on market research when making important strategic decisions. This gives them insight into how their decision will be received in the market and the likelihood of it leading to desired results. Market research findings help companies understand their customers' expectations, learn about their purchasing processes, market trends, and assess their own brand awareness. Additionally, through market research, a company can find opportunities to improve customer satisfaction.\n\nA good market research is conducted on the right sample and at the right time. To conduct research, you can contact research agencies, or you can create and analyze research using online tools. Useful research results will facilitate your decision-making in a whole range of business areas:\n

Understanding the Target Audience

\nUnderstanding your target audience helps you offer customized products and services that meet your customers' expectations. Research helps you gather information about your target customer (buyer persona), whom you then address more effectively throughout your communication. By focusing on the right target audience, you can execute all marketing campaigns faster and more efficiently.\n

Competitor Analysis

\nCompanies need to know their strengths and weaknesses compared to the competition. You can identify these through market research. Competitor analysis can highlight potential shortcomings compared to the competitive offering, which should then lead to improvements. The findings of competitor analysis also help you shape a unique selling proposition that allows you to outpace competing companies.\n

Brand Optimization and Positioning

\nMarket research will provide you with new ideas for improving brand perception, assess brand strength and its position relative to competitors, measure brand awareness, and identify what customers associate with your brand. You can gain all these insights by inviting your customers to provide feedback after a purchase. In addition to assessing their purchasing experience, ask them about the name, logo, promotional materials, packaging, online presentation of products and services, etc.\n

Measuring Marketing Effectiveness

\nThrough research and feedback collection, you can quickly determine if your marketing strategy is achieving its goals. If not, you can adjust the strategy based on identified customer preferences to achieve better results.\n

Informed Business Decision-Making and Risk Reduction

\nMarket research provides recommendations based on actual data. The analyses of feedback help you predict the outcomes of marketing actions before you implement them, thus saving you from many (expensive) mistakes. All of this enables informed business decision-making and reduces risks due to uncertainty in predicting the future.\n\nIt is important to maintain or improve your market position, so consider making business decisions based on market information. Before important decisions, make market research a mandatory step. This will reduce risks and lead to better business decisions.", "date": "2020-01-30", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/01/Informirano-sprejemanje-poslovnih-odlocitev_h.jpg", "tags": [ "Market Research" ], "author_email": "admin@example.com", "paragraph": "Make smarter business choices with market research. Understand your audience, competitors, and brand positioning to reduce risk and drive growth through informed decision-making." }, { "title": "How to Create a Survey Using a Free Online Tool?", "slug": "how-to-create-survey-free-online-tool", "content_html": "\"Creating Creating an online survey is easy with the right tool. Tips on how to create a survey using a free online tool will help you make a good free online survey that will bring you useful results.\n\nOnline surveying allows you to decide today to conduct research, and tomorrow you will already have useful results. If, of course, you have approached the creation of an online survey correctly. We have prepared some starting points that will help you create a good free online survey.\n\nWhile creating an online survey with the right tool is truly simple, you need to pay much more attention to the content preparation of the survey. Thoughtfulness and knowledge of tricks for preparing an effective survey are invaluable for obtaining useful results.\n\nAsking the wrong questions or the right questions at the wrong time will not yield useful results. Therefore, the right approach to creating online surveys is extremely important. We have prepared four tips that will help you create a good free online survey.\n

1. Set a Goal

\nBefore you start, consider what the goal of your research is. What do you want to find out with the survey? Why do you want to know this? Do you want to increase customer satisfaction? Simplify the purchasing process? Launch a new product to market? Check general opinion about something?\n\nA clear goal will help you formulate relevant questions that will give you useful answers. Omit questions that are not related to the goal from the survey.\n

2. Keep the Online Survey as Short as Possible

\nIt is very important that your survey is short! Everyone lacks time, and if you send out a survey that takes half an hour to complete, you will get very few responses.\n\nInstead, opt for a short survey with 3 to 5 good questions. The response rate will be incomparably higher, and the results will be just as useful, if not more so. You will find out what your goal is. How do you judge how many questions are too many? Put yourself in the shoes of the respondent and open your survey – would you complete it?\n

3. Be Friendly to the Respondent

\nDo not use terms that the respondent will not understand. Ask a question that there is no doubt your target audience for the survey will understand. Also, include at least one open-ended question in the survey. This will give the respondent the opportunity to write their honest opinion (without influencing them with possible answers), and you will gain useful insights through these answers. Avoid questions and answers that are \"misleading\" – that cause the respondent to lean towards an answer they would not otherwise choose.\n

4. All Questions Must Be Relevant

\nThere are relevant and also inappropriate questions you can ask depending on your goal. You cannot ask someone who has just come into contact with you if they would recommend you to friends or acquaintances. It makes no sense to ask someone who doesn't watch TV how they would rate a new gardening show.\n\nThe logical structure of surveys is very useful in this regard. This means that the answer to a question affects the further course of the survey. If someone doesn't watch TV, they can skip the question about rating the new show. Not only can they, but they must skip it. Using logic will ensure that all questions the respondent receives are relevant to them.\n\nSo. Now you know all 4 tips for preparing a good online survey. It's time to put your knowledge into practice and create your own survey.", "date": "2020-02-25", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/03/Kako-narediti-anketo_h.jpg", "tags": [ "Survey questionnaire", "Survey creation" ], "author_email": "admin@example.com", "paragraph": "Learn how to create an effective online survey using free tools with these four essential tips. We cover setting clear goals, keeping surveys concise, ensuring clarity for respondents, and maintaining question relevance." }, { "title": "Tips to Help You Write a Good Survey Questionnaire", "slug": "tips-to-help-you-write-a-good-survey-questionnaire", "content_html": "\"Well-designed Good survey questions will lead to more reliable and useful results from your questionnaire. Follow these tips for preparing your online survey.\n\nOne of the advantages of online surveys is that you can assemble them quickly and get results almost immediately. However, this does not mean you can approach them \"head-on\" and without thinking. If you take the time to prepare good survey questions, your questionnaire will yield more reliable and useful results.\n\nYour first choice will be which type of question to use. You can ask open-ended questions, where the user answers in their own words, or closed-ended questions, where they choose from possible answers.\n

1. Prioritize Closed-Ended Questions

\nOpen-ended questions require more time and effort from the respondent because they will have to formulate and write their answer. Additionally, it will take you more time to analyze the answers. This, of course, does not mean you should completely avoid open-ended questions, as they will often yield the most honest answers, which are not influenced by the suggestion of possible answers. However, you can limit them to, say, a maximum of 2 open-ended questions per survey. It is also good to ask them at the end. This way, you will get at least some answers from the respondent if they do not complete the survey.\n

2. Keep Questions Neutral

\nAvoid your own assumptions and biases when composing questions. If you hint to respondents what answers you expect, you will influence the results, which will thus not reflect the real situation. The question: “We are thrilled with our new website. Do you also find it useful?” will influence respondents to agree with you and give you positive answers. Instead, ask:\n

“Did you easily find the information you needed on our redesigned website?”.

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3. Ensure Answer Choices are Balanced

\nRespondents need a way to give you their honest feedback. Only then will your survey results be credible. Just as it is important for your questions to be neutral, it is also important for the answer choices in closed-ended questions to cover all possible opinions of the respondents. If you ask: “How do you rate the cafeteria's lunch offerings?”, it will not be enough for the possible answers to be only:\n

good      very good      excellent

\nYour result might indeed indicate that the offering is good, but it will not be credible, as the answer choices did not allow for the expression of dissatisfaction with the offering. For credible results, you must also be neutral in your answer choices. For rating questions, the spectrum of answers should be:\n

very poor      poor      neither poor nor good      good      very good

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4. Don't Ask Two Things at Once

\nRespondents who don't know exactly what you're asking will not give you an honest answer, whether knowingly or unknowingly. The most common cause of confusion is so-called double-barreled questions, which refer to two different things. Instead of asking: “How do you rate the employees' professionalism and their willingness to help customers?”, it is better to ask two separate questions. This way, respondents can rate professionalism as well as willingness to help, instead of giving you one rating that will not reflect the reality of either. Therefore:\n

“How do you rate the employees' professionalism?” and

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“How do you rate the employees' willingness to help customers?”

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5. Don't Ask the Same Thing Multiple Times

\nYou are probably annoyed when you are asked the same thing over and over again. Respondents feel the same way when they have to express their opinion on the same matter multiple times. First, they will think that the survey designer did not put enough thought into it. They will give you the same answers, even if you ask something else in between, and sooner or later they will abandon the survey and close it. In either case, you will get unusable results, or no results at all. Take time to plan your survey, use different types of questions, and view the survey as a whole before opening it for responses. Eliminate questions that are too similar.\n

6. Not All Questions Should Be Mandatory

\nRespondents may not know the answer to all the questions you want to ask, or they may not want to answer them. Don't let them leave because of this and not answer the questions for which you need their honest answer. Choose a few questions that are truly crucial for your research, and leave the rest as optional. If you are unsure whether a question should be mandatory, it should not be. Respondents who are forced to give an answer they don't want to give will answer randomly or stop taking the survey.\n

7. Test Your Survey Before Launching It

\nOnce you start getting answers to your survey, it's too late to fix it. Even if the tool allows you to make changes, you will have to discard the answers already obtained because they will distort the results if you change the survey. You can prevent this by putting yourself in the respondent's shoes and taking your survey. Send it to a few friends or colleagues and ask them to tell you about any uncertainties or concerns they have while taking it. Check if you have followed the above advice and if the survey is attractive enough for respondents to complete it. If the test is successful, open it and invite as many people as possible to participate.\n\nWell-designed questions will allow respondents to give honest and credible answers. It is also important to choose a tool for creating surveys that will allow for quick completion and a good user experience. The better your survey is, the more useful answers you will get, so follow these tips when preparing a new online survey.", "date": "2020-02-26", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/03/Anketni-vprasalnik_h.jpg", "tags": [ "Survey Questionnaire", "Survey Creation" ], "author_email": "admin@example.com", "paragraph": "Learn essential tips for crafting effective survey questions that ensure reliable and actionable results. Master the art of questionnaire design for better insights." }, { "title": "8 Tips for Creating an Online Survey", "slug": "8-tips-for-creating-an-online-survey", "content_html": "\"Online Online surveying offers many advantages: surveys can be created quickly, easily, and mostly for free. Read our tips for creating an online survey.\n\nOnline surveying has many advantages. Surveys can be created quickly, easily, and mostly for free. You can track initial results almost immediately after inviting respondents or sharing the survey on your website or social media. However, you shouldn't approach research carelessly if you want to gain useful information. We've prepared some tips for creating an effective online survey.\n

1. A Short Survey is Better Than a Long One

\nMost people are willing to spend a few minutes (up to 10 minutes) on a survey. If the survey is engaging and user-friendly, they'll take more time. However, a survey with 20 or more questions is generally too long. It's best to stick to the rule of including 3 to 5 questions in your survey, although the final number will depend on your research goals.\n

2. Questions Must Be Understandable and Easy to Answer

\nShort questions in a language the respondent understands are best. If you offer multiple-choice answers, they should be short, understandable, and neutral. This means you shouldn't lead the respondent towards the answer you want to receive. If possible answers include a scale, for example, for satisfaction, be sure to evenly cover the entire possible spectrum of satisfaction.\n

3. Group Questions Related to the Same Topic

\nStart with general questions, then move to more specific ones. Group the specific questions by topic or set of possible answers. If respondents have to rate several characteristics on the same scale, they will be able to complete it faster and are more likely to finish the survey.\n

4. Sensitive Questions Should Be at the End

\nThere are two reasons to place more sensitive questions, which a respondent might be reluctant to answer, at the end of the survey. The first is that you've already established some rapport with the respondent through the other questions, and they are now more willing to answer such a question. The second is that even if they don't want to answer and abandon the survey, you've still received some useful answers on other topics.\n

5. Irrelevant Questions Have No Place in a Survey

\nAlso, because the survey must be as short as possible, exclude all questions that may not be relevant to your research goal. A respondent will be confused if you inundate them with questions they feel don't belong in the survey. This also means they won't give you honest and credible answers to the other questions.\n

6. Respondents Need Assurance That Their Data Is Secure

\nEnsure respondents are informed about the purpose of your research. Assure them that their personal data and other sensitive information are securely stored and will not be shared with third parties. If your survey is anonymous, assure them that you do not store any data that could link their answers to them. Include a data security statement in your survey and gain respondents' trust so they will provide honest answers.\n

7. Survey Design Also Affects Response Rate and Quality

\nAppealing and user-friendly surveys have a better response rate. If a respondent feels the survey is well-designed and easy to answer, they are more likely to complete it. Break the monotony with an image or even a video, as respondents will pay more attention to their answers and will remember visual stimuli for longer.\n

8. Only a Tested Survey Should Be Opened for Responses

\nBefore you open the survey for responses, test it. First, test it yourself, and then ask a friend or colleague to test it for you. Make sure it works flawlessly, that the questions are understandable, and that it will answer the question you set as your research goal.\n\n \n\nYou can use the tips above today when creating your survey. Take advantage of online surveying and quickly find out what your market or community thinks about a particular topic. Obtain results that will make your business decision-making easier.", "date": "2020-02-28", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/03/Izdelava-spletne-ankete_h.jpg", "tags": [ "Survey questionnaire", "Survey creation" ], "author_email": "admin@example.com", "paragraph": "Learn how to create effective online surveys with our 8 essential tips. Discover how to ask clear questions, ensure data security, and design engaging surveys for better results." }, { "title": "Measure Your Company's Organizational Climate During Coronavirus", "slug": "measure-organizational-climate-company-coronavirus", "content_html": "\"Your Your company's organizational climate is also paying the price for the coronavirus. With a survey, you can get actual information on how your employees are feeling and what they expect from their employers.\n\nWe find ourselves in perhaps the biggest crisis of our lives, not just business-wise, but primarily human-wise. We fear the future. Our colleagues are scared, they don't know what to expect.\n\nWe want to help you. We have prepared a survey for you called 'Company Climate During Coronavirus'. The survey is designed to gather factual information about how your employees are feeling and what they expect from their employers. You can prepare the survey completely free of charge and share it with your colleagues using the Artur.com tool.\n

You can view a sample survey here.

\nAttention!\nThe survey is designed to ask colleagues different questions depending on whether they are working from home, at their regular workplace, or are on leave. To view all questions, complete the survey multiple times, selecting different answers to question 6 (Where are you currently working?).\n\n
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You can download the email address and all survey questions here.

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Measure Your Company's Climate for Free

\nArtur.com survey creation tool is free to use. Use the questions above or adapt them to your needs.\n
    \n \t
  1. Visit www.artur.com and create a free account.
    2. \n \t
  2. Create your survey (use the questions in the attachment or your own questions).
    3. \n \t
  3. Share the survey with your employees (DELI tab – you can choose to send the survey directly to entered email addresses or simply share the survey link with your colleagues).
    4. \n \t
  4. Review the collected responses from your colleagues (REZULTATI tab).
    5. \n
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We are here to help you!

\nIf you need assistance, you can contact us via online support (yellow bubble in the bottom right corner on www.artur.com or at ales@artur.com.\n\nStay healthy!", "date": "2020-03-18", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/03/Organizacijska-klima-koronavirus_h.jpg", "tags": [ "Employee Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Assess your company's organizational climate during the coronavirus pandemic with a free survey. Understand employee sentiment and expectations to foster a supportive work environment." }, { "title": "Reopening Stores After the Crisis – What Retailers Can Expect and How to Act", "slug": "reopening-stores-after-crisis-retailer-expectations-actions", "content_html": "\"After After nearly 2 months of public life shutdown, retailers face reopening stores after the crisis. Read what to expect and how to act to improve cash flow.\n\nWith the easing of quarantine measures, more and more stores, salons, and workshops are gradually reopening. But… customer sentiment has fundamentally changed in light of the crisis and the omnipresent Covid-19 virus. Customer purchasing habits and motivations have changed; 6 weeks of isolation showed that people can live without shopping and spend less… and many consumers like this. What will be your response to the changed circumstances?\n

What are the expectations for shopping in physical stores?

\nThe near future of physical stores doesn't look good. Customers have spent the last 6 weeks in isolation, where they realized they can spend less. After the easing of measures, we can expect 'cancellation' demand – consumers will find pleasure in reduced consumption. Fear of the crisis, fear of infection, and the poorer shopping experience brought about by anti-corona measures (social distancing, wearing masks, waiting to enter the store, limited shopping hours, etc.), and consequently the increased attractiveness of online shopping, will very likely change customer purchasing habits in the long term.\n\nThe opening of some Ikea stores in Germany is a good reflection of the likely future of physical stores. These retail centers prepared for the opening, equipped themselves with posters warning shoppers about safety distances, monitors showing the current number of visitors in the stores, and salespeople received protective masks – in short, they were ready for the new business reality.\n\nAnd then… there were no customers. 'The atmosphere in the store was very relaxed, with no queues of customers at the checkout, no crowds,' said Stefan Stukenborg, director of the Ikea branch in Cologne. Customers are simply not yet ready to buy products they don't urgently need. The shopping atmosphere is gloomy; fear of financial uncertainty and potential danger of infection paralyzes consumer purchasing habits.\n

How are retail companies adapting to the new business reality?

\n

Emphasis on Online Sales

\nCustomers were forced to shop online in recent weeks. Practically all stores recorded growth in online sales, some even tenfold (ceneje.si survey). Current conditions will dictate stronger development of the online aspect of physical retailers' sales. What can you do to convert as many customers as possible into online shoppers?\n
    \n\t
  1. Make online shopping more personal.
    2. \n
\nBy integrating 'live chat' options into your online store, you replicate the personal shopping experience – the customer gains the ability to communicate with a salesperson, which they are accustomed to from visiting a physical store.\n
    \n\t
  1. Leverage the data you have about customers.
    2. \n
\nData collected through tracking purchases via loyalty cards can be a good source for targeted communication with customers. By mining data, you can discover numerous opportunities for additional online sales and transform your 'generic' online communication into personalized targeting of the most likely customers with tailored offers:\n\n
    \n\t
  1. Free shipping for online purchases.
    2. \n
\nShipping costs still represent an obstacle for some customers when shopping online. If possible, offer them free shipping.\n
    \n\t
  1. Shop online, pick up in-store.
    2. \n
\nYou can offer customers the synergy of online and physical shopping. They order online and pick up the purchased items the same day at their chosen physical store.\n
    \n\t
  1. Customer-friendly return policy for purchased items.
    2. \n
\nPurchasing items that the customer needs to try out (e.g., clothing) is still seen as a risk by many potential buyers (what if I don't like the purchased item?). A simple and free way to return unsuitable items makes the purchase decision easier for customers.\n

Promote Store Gift Cards

\nGift cards represent immediate revenue and guarantee that customers will return to stores in the future. The sale of these cards particularly benefits stores with lower margins and helps them weather the initial shock of the crisis. You can offer cards with a discount, create packages with partner companies, or offer gift cards in digital form.\n

Build a Pre-order Strategy

\nOffer customers the option to pre-order products you know they will need. Prepare attractive offers that activate customers and bring you immediate revenue.\n

Effective Inventory Management

\nRetail companies may also face inventory problems. You have too much of some products and too little of others. You cannot supply some products, while for others you cannot sell and have long-term contracts with suppliers. One of the main goals of retail companies in the coming weeks will be inventory optimization to free up cash flow.\n
    \n\t
  1. ABC Inventory Analysis
    2. \n
\nDivide your product range into 3 groups:\n\n
    \n\t
  1. Focus on products with a better value-to-price ratio
    2. \n
\nDuring a crisis, customer needs will be directed towards greater value for their money, which is already evident in the growth of generic brand sales in grocery stores.\n
    \n\t
  1. Stop Automatic Orders
    2. \n
\nChanged consumption patterns will force some companies to change their ordering. They will need to focus on ordering products that are currently selling and stop ordering products that are not currently of interest to the market. Stopping orders will negatively affect supplier relationships, but it will be a necessary step to manage cash flow until the situation stabilizes.\n

What Measures to Take?

\nRetail companies are feeling the consequences of the crisis strongly today. You must quickly make decisions that will have an exceptional impact on the company's future. The future (and in some cases, survival) of the company directly depends on the correctness of these decisions.\n\nThe appropriateness of decisions will ultimately be confirmed by customers, who will decide with their purchasing choices whether you have made the right moves. A lot is at stake, and companies are limited by time and resources.\n\nWhat can you do? You can check your decisions with customers before you make them. Through strategically focused market research, you can find out what to expect from your customers in the current situation and which company decisions and actions have the highest probability of success.\n

Need Professional Help?

\nAt Artur.com, we help you ask the right questions to your customers, prepare customer sentiment research, quickly gather information from your target group, and provide you with research reports. We gather the right information from your customers that helps you make the right decisions faster.", "date": "2020-05-05", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/05/Odprtje-trgovin-po-krizi_h.jpg", "tags": [ "Market Research", "Customer Retention" ], "author_email": "admin@example.com", "paragraph": "Discover how retailers can navigate reopening after a crisis. Learn about changing customer behavior, the rise of online shopping, and strategies for effective inventory management and customer engagement." }, { "title": "Research: Key Reasons for Customer Churn in Brick-and-Mortar Stores", "slug": "research-key-reasons-for-customer-churn-in-brick-and-mortar-stores", "content_html": "\"The The coronavirus has changed shopping habits and the main challenge for stores will be to ensure an excellent in-person shopping experience.\n\nAt Artur.com, a tool for active satisfaction management, we analyzed 200,000 customer feedback responses from 24 Slovenian companies to identify the main negative customer experiences that contribute to churn.\n\nFor the past few years, physical stores have been struggling with the trend of growing online shopping and the resulting customer churn from physical stores to online. The isolation brought on by the coronavirus has significantly deepened the problem. Customers spent seven weeks in isolation, where they realized that on one hand, they could shop less, and on the other hand, they could find everything they needed online. After the measures are relaxed, we can expect 'deferred' demand - consumers will find enjoyment in reduced consumption.\n\nCustomers fear the financial aspect of the current crisis and fear infection. A poorer shopping experience, caused by anti-corona measures (distancing, wearing masks, waiting to enter the store, limited shopping hours, etc.), further increases the attractiveness of online shopping.\n\nThe main advantage of physical stores is the personal shopping experience. This has changed significantly due to the virus. Fewer customers are visiting stores, employees must adapt to a new way of working, and customers will be bothered by things they weren't before.\n

Customer Churn That Stores Can Influence

\nSome lost customers and sales are the result of external factors over which stores have less influence. However, some are due to errors in the customer's shopping process, which stores can influence. At Artur.com, a customer satisfaction management tool, we analyzed over 200,000 customer feedback responses from visitors to 24 Slovenian companies (Marche, Kompas, Babycenter, sOliver, Pikapolonica, etc.). We wanted to determine the most common reasons for dissatisfaction among store visitors.\n\n\"\"\n\nSlovenians are not overly critical customers; the average CSAT score for a visit is as high as 4.67 (on a 1-5 scale). However, the excitement scale is different – only a quarter of customers are enthusiastic about the shopping experience. We can conclude that the expectations of Slovenian customers are relatively low. For example, the average store visitor who needs bread will consider leaving the store with bread a successful purchase and give a good rating, regardless of possibly waiting too long at the checkout, the store not having their favorite bread, etc.\n\nCustomers with an average experience are less loyal; they don't care where they make their next purchase and return to the company's stores less often.\n\nApproximately one-tenth of the measured interactions ended with a negative customer experience; 9.1% of customer experiences were negative, with 3.2% being extremely negative.\n\nThese customers pose a direct threat of churn. Slovenians, according to the analyzed data, are reluctant to give negative ratings. Therefore, these ratings carry even more weight, as they indicate a serious problem with the customer experience.\n

Reasons Why Store Visitors Leave

\nThe largest portion of negative experiences (38%) is due to poor customer service. Customers are bothered by an apathetic, unfriendly, sometimes hostile attitude, unavailability or ignoring, and in some cases, an overly intrusive approach.\n\n\"\"\n\nThe second reason for losing customers and sales is a lack of professionalism (29% of negative experiences). One of the main advantages of physical stores over online stores is personal interaction; customers expect sales staff to be sufficiently trained to provide proper advice.\n\nFalse promises are another strong generator of negative experiences (11%). For example, a customer is offered a discount they cannot use or it's not applied, they order an item and wait too long for it, or an advertised product is not available in the store.\n\nHigh prices and poor selection are the reason for only 7% of negative experiences. We can conclude that customers distinguish between the shopping experience and satisfaction. A high price might lead a customer not to make a purchase, but it doesn't necessarily affect their satisfaction with the shopping experience in the store itself.\n\nDuring the epidemic, completely new reasons for dissatisfaction have emerged, related to measures to prevent infections. Customers are bothered by waiting outside stores, non-compliance with safety measures, or even extreme adherence to them.\n

Overcoming Customer Churn with an Excellent Shopping Experience

\nOnline sales will continue to cause customer churn for brick-and-mortar stores, a trend over which these stores will have little influence. However, they can prevent sales losses due to 'their own' mistakes in their customers' shopping experiences.\n\nThe customer response analysis data indicates that the main challenge for stores in the future will be ensuring an excellent personal shopping experience. Most negative customer experiences currently stem from the attitude or professional competence of sales staff. Customers come to stores to see and try products, relying on store staff for useful advice to help them make purchasing decisions.\n\nCompanies that systematically monitor the quality of staff-customer interactions will be able to actively address the experiential loops that cause negative shopping experiences and, consequently, customer churn.", "date": "2020-05-17", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/05/Koronavirus-spremenil-nakupne-navade_h.jpg", "tags": [ "Customer Churn", "Customer Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Discover the key factors driving customers away from physical stores. Our research analyzes feedback to reveal common pain points in the shopping experience that can be improved to retain customers." }, { "title": "Customer Retention is an Effective Survival Strategy in Times of Crisis", "slug": "customer-retention-effective-survival-strategy-crisis-times", "content_html": "\"Survival Survival strategy in times of crisis requires active listening and solving customer problems, as well as ensuring their excellent purchasing and user experience.\n\nCrisis situations have forced companies to reevaluate their plans and priorities. Planned investments intended for growth (hiring, advertising) are being pushed aside. We are forced into a fight for survival, in which we must prioritize business elements that will help us survive – we must focus on existing customers and, above all, ensure we lose as few of them as possible.\n

Shifting from Growth Strategy to Customer Retention Strategy

\nIn times of crisis, it makes sense to reduce expenses for expansion and focus on retaining existing customers for a simple reason – because it is easier and, above all, cheaper to sell to them than to new customers.\n\nAs Phillip Kotler said, it is 5 to 7 times easier to sell to existing customers than to new ones. Existing customers also spend an average of 67% more than new customers. The fact that during a crisis, buyers become more conservative, spend less, and primarily spend with companies they know and with whom they have good purchasing experiences works in your favor. If you manage to retain their trust, you will very likely be able to retain their purchases.\n

Now is Not the Time to Lose Customers Due to Your Own Fault

\nThe fact is that all companies lose customers, some more, some less. The question is, do you know how many customers you are losing, why they left, and what you will do to prevent further attrition due to these problems.\n\nAsk yourself how well you know your customers. How much do you communicate with them? Is the communication two-way? We are not talking about advertising messages, mass emails, and press releases here. How much do you actually talk to them because you want to find out what you can do to increase your customers' satisfaction?\n\nWho among your employees do your customers talk to? Who is responsible for solving your customers' problems and desires? Customers leave companies all the time. Do you know why? Have you done everything you could to retain that customer? Customer attrition is always painful, but in times of crisis, it can be critical for the very survival of the company.\n\nA portion of customers leave because they were not satisfied with you. This is a problem and, at the same time, an opportunity to eliminate the cause of dissatisfaction and thereby prevent further customer attrition.\n

Listening to Customers is the Most Effective Customer Retention Strategy in Times of Crisis

\nActively listening to customers tells you in real-time how satisfied your customers are with your products, services, and employees. Systematically measuring satisfaction is a key tool for understanding the steps you need to take if you want to retain customers in the long term.\n\nThe core of an active satisfaction management strategy is customer feedback. This tells you what you need to do if you want to ensure long-term customer satisfaction. Collecting feedback makes sense only if you consider the following:\n

1. The Right Time to Gather Information

\nEvery customer interaction with a company is an opportunity to gather feedback that can benefit you. For example, an insurance company can collect feedback when a customer contacts an insurance agent, during the conclusion of an insurance policy, upon policy renewal, when filing a claim, and in the event of the policyholder switching to a competitor. Each of these company-customer touchpoints is different, involves different employees, and different reasons for a potential customer leaving.\n

2. The Right Questions

\nDifferent customer interactions with a company require different sets of questions to check customer satisfaction. The purpose of collecting this feedback is to identify potential reasons for customers leaving at all customer touchpoints.\n

3. Active Response

\nCollecting feedback is meaningless if you don't use it. If a customer has a negative experience in your store, they tell you, and you don't react… Listening to customers only makes sense if the company is committed to solving the problems that customers highlight. This means you must have a person responsible for managing satisfaction and problem-solving processes. For instance, a customer who complains about a negative experience in a store (e.g., an unfriendly salesperson) can receive an (e)mail with a discount coupon and an apology. \n

Strategy for Times of Crisis

\nThe era of plenty is over (at least for now). Companies will be forced into optimization; we will have to do more with fewer resources; the growth strategy is giving way to the fight for survival. Those companies that choose an active customer retention strategy will have a greater chance of success. We retain customers most easily by listening to them and actively solving their problems and desires, thereby ensuring an excellent purchasing and user experience for our customers.", "paragraph": "In times of crisis, shifting focus from growth to customer retention is crucial for business survival. Learn how active listening and addressing customer feedback can be your most effective strategy to keep clients loyal and ensure long-term success.", "date": "2020-06-09", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/06/Strategija-prezivetja-v-kriznih-casih_h.jpg", "tags": [ "Customer Attrition", "Customer Expectations", "Customer Retention" ], "author_email": "admin@example.com" }, { "title": "Customer Retention Isn't Glamorous... But It's Profitable!", "slug": "customer-retention-isnt-glamorous-but-its-profitable", "content_html": "The infographic reveals some surprising facts about the impact of customer retention on your company's profitability.\\n\\nMost Slovenian companies value new customers, often even more than existing ones. Acquiring new customers is exciting, adrenaline-pumping, and appealing, while retaining existing customers is more of a... daily grind.\\n\\nEffective customer retention isn't as exciting as acquiring new ones. However, it's cheaper, more profitable, and crucially, requires less effort from you for the same outcome. It's easier to retain an existing customer than to acquire a new one.\\n\\nAt the end of the year, it will be time for balance sheets and a review of annual goal achievement. One of these goals will be achieved revenue. This can be achieved by acquiring new customers or retaining existing ones. The fewer customers you lose, the fewer new ones you need to acquire to generate the same revenue, and the easier it will be to achieve your sales targets.\\n\\nAt Artur.com, we help you identify which of your customers (will) leave and why. We automate the collection of customer satisfaction feedback when it matters, all with the aim of helping you minimize customer churn. The fewer customers you lose, the easier it will be to achieve your sales goals.\\n\\n\\\"Infographic", "date": "2020-09-16", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/09/200916_Infografika-Zadrzevanje-strank_h.jpg", "tags": [ "infographic", "Customer Retention" ], "author_email": "admin@example.com", "paragraph": "Discover how customer retention, though less glamorous than acquisition, is significantly more profitable and crucial for achieving sales goals. Learn how to minimize churn and maximize your revenue." }, { "title": "Online Survey Template: Measuring NPS (Net Promoter Score)", "slug": "online-survey-template-measuring-nps-net-promoter-score", "content_html": "Use the free online survey template to conduct a research: Measuring NPS

Net Promoter Score (NPS) is the gold standard for measuring your customer satisfaction. It measures the loyalty of your customers to your products, services, or staff.

What is your company's NPS? Measure it with our online NPS questionnaire. Ask your customers how likely they are to recommend you to their friends and acquaintances. Check if they will use your services and products again.

You can embed the NPS online survey in your emails, as a plugin on your website, or send it to your customers individually. Measure NPS continuously to track customer loyalty over time.

You can find a sample NPS survey questionnaire here:

How to get your free online survey for NPS measurement in your company?

  1. Register at Artur.com.
  2. Select the Employee Satisfaction Survey template.
  3. Modify the survey questions as needed.
 
", "date": "2020-11-18", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/11/Merjenje-NPS.png", "tags": [ "Survey questionnaire", "NPS Index", "Customer satisfaction measurement" ], "author_email": "admin@example.com", "paragraph": "Measure customer loyalty with our free online survey template for Net Promoter Score (NPS). Easily track your customers' willingness to recommend your products and services." }, { "title": "Online Survey Template: Market Research for a New Product or Service", "slug": "online-survey-template-market-research-new-product-service", "content_html": "Ensure your new product or service launch has the best chance of success. Use the Online Survey Template: Market Research for a New Product or Service to test your idea in the market before committing to time-consuming and expensive investments.

Introducing a new product or service to the market is a challenging project. It requires planning, a lot of work, time, and money, with success being uncertain. Before committing to the project, it's sensible to test the idea with target customers.

With market research for a new product, we engage our customers to share their opinions on our idea. Does our idea hold water? Does the intended product have features that will convince customers to buy? What would be a suitable price? What else could we add or change to the product to better meet customer needs?

 

How to conduct market research for a new product or service quickly (and for free)?


Log in to Artur.com and use the survey template Market Research for a New Product or Service. The survey has been prepared for you by experts; you can use it as is or easily adapt it to your needs.

The quality of your customers' responses depends on the information you provide. Do you have visual materials? Include video presentations or images in the survey to best represent your product or service idea.

Once you are satisfied with the survey, send the link to your database of potential customers. You can increase survey response rates with a prize draw for all participants.

A few days after sending the invitations, check the response rate. On Artur.com, you will find the survey report in an attractive format. If you want to analyze the survey results in more detail, export them from Artur.com in CSV format and process them as you wish.

 

Sample Questionnaire for the Market Research for a New Product or Service Survey


You can view the template survey questions below:

How to get your free online survey for market research for a new product or service?

  1. Register on Artur.com here.
  2. Select the survey template Market Research for a New Product.
  3. Modify the survey questions if necessary.
 ", "paragraph": "Test your new product or service idea with customers before investing heavily. Our market research survey template helps you gather valuable feedback on pricing, features, and customer needs.", "date": "2020-11-19", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/11/Raziskava-trga-za-nov-izdelek-ali-storitev.png", "tags": [ "Market Research" ], "author_email": "admin@example.com" }, { "title": "Website Survey Template: Brand Awareness", "slug": "website-survey-template-brand-awareness", "content_html": "Find out for free what your brand means to your (potential) customers. Use a professionally prepared survey, modify the questions if necessary, and send it to your target customer group. Review the results of your brand awareness survey in a few days. Quick and easy.\\n\\nCompanies often get caught in the loop of their own thinking, projecting their desires about customer behavior onto actual customers. A brand awareness survey is designed to obtain real information about the recognition of our products and brand in the market.\\n\\nThrough a brand awareness survey, we learn how well our target audience knows us, how frequent their interactions with us are, and what they expect from us.\\n\\nGet answers to these questions by using the online questionnaire template for brand awareness research.\\n\\n \\n

What about the competition?

\\nAn important part of brand awareness research is determining our brand's position in customers' minds compared to competing brands. The survey helps us understand how recognizable we are compared to other providers and which ones pose the greatest threat.\\n\\n \\n

How quickly can you conduct your brand awareness survey?

\\nSimple! Open a free account on Artur.com and select the Brand Awareness template we've prepared for you. Review the survey template questions, and add or delete survey questions as needed.\\n\\nOnce you are satisfied with the online survey, send the survey link to your target audience (existing or potential customers). Check the survey results on Artur.com in a few days, and you'll find a well-designed survey report waiting for you.\\n\\n \\n

Brand Awareness Survey Questionnaire Sample

\\nYou can view the survey template questions below:\\n

\\n \\n

How to get your free online survey to conduct your brand awareness research?

\\n
    \\n \\t
  1. Register on Artur.com here.
    2. \\n \\t
  2. Select the Brand Awareness survey template.
    3. \\n \\t
  3. Modify the survey questions if necessary.
    4. \\n
\\n ", "paragraph": "Understand your brand's recognition with a ready-to-use survey template. Easily collect customer feedback, analyze competitor positioning, and get actionable insights to improve your brand strategy. Start your free brand awareness survey today!", "date": "2020-11-19", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/11/Prepoznavnost-blagovne-znamke.png", "tags": [ "Market Research" ], "author_email": "admin@example.com" }, { "title": "Customer Churn Exit Interview Survey Template", "slug": "customer-churn-exit-interview-survey-template", "content_html": "Find out why your customers are leaving! Use this free online survey template to discover the reasons for your customers' departures. \\n\\nEvery customer you lose costs you four times as much. Why?\\n
    \\n \\t
  1. You invested money and time to acquire this customer.
    2. \\n \\t
  2. A lost customer means a loss of future revenue.
    3. \\n \\t
  3. That money will go to your competition.
    4. \\n \\t
  4. Did the customer leave unhappy? Then they are likely to spread their dissatisfaction among their friends and acquaintances, costing you new customer acquisition.
    5. \\n
\\nCustomer churn is a major problem. It's widely known that it's 5-7 times harder to sell to a new customer than to an existing one. Losing customers significantly impacts a company's profit, as you have fixed business costs regardless of total revenue; losing a portion of revenue thus primarily affects your profit.\\n\\nA churn survey in the form of an exit interview with your departing customers is an excellent opportunity for you. By asking the right questions, you can find out why customers have left. Did they leave due to factors you can't influence? Did they leave because they are dissatisfied with you? What should you do to retain these customers?\\n\\nA well-prepared customer churn survey provides us with the necessary information to prepare a strategy for reducing customer churn. Use the Artur.com survey template to check the reasons for customer churn. Review the survey questions, add your own questions, or modify existing ones as needed.\\n\\nInvite departing customers to complete a short online survey, allowing them to explain in their own words why they are leaving. Utilize the collected information to improve your customer experience, products, and services, thereby reducing future customer departures.\\n\\nAt Artur.com, we automatically generate a survey report that provides insight into the reasons for your customers' departures. Regularly monitor customer feedback and contact those who highlight solvable issues. Who knows, maybe you can convince them to return.\\n

Sample Survey Questionnaire: Customer Exit Interview

\\nYou can view the survey template questions below:\\n\\n\\n

How to Get Your Free Online Survey to Find Out the Reasons for Customer Churn?

\\n
    \\n \\t
  1. Register at Artur.com here.
    2. \\n \\t
  2. Select the template (churn) – survey for departing customers.
    3. \\n \\t
  3. Modify survey questions as needed.
    4. \\n
", "paragraph": "Understand why customers leave with our free exit interview survey template. Identify reasons for churn, improve customer experience, and reduce future departures.", "date": "2020-11-19", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/11/Izhodni-intervju-za-odhajajoce-stranke.png", "tags": [ "Exit Interview" ], "author_email": "admin@example.com" }, { "title": "Online Survey Template: Measuring Employee Satisfaction", "slug": "online-survey-template-measuring-employee-satisfaction", "content_html": "Use our free online survey template to measure your employees' satisfaction. Utilize our expertly crafted survey, modify questions as needed, and send it to your employees. Review the employee satisfaction survey results in a few days. Quick and easy.

Satisfied employees are key to a company's long-term success. Our online employee satisfaction survey template allows you to conduct an employee satisfaction survey in your company for free.

With the survey, find out the general satisfaction level of your employees. Discover what they like most about their daily work and where they desire changes.

An employee satisfaction survey is especially meaningful if your employees are less productive and engaged than you would like. An increased employee turnover rate is also a signal that warrants conducting an employee satisfaction survey.

You can use the Measuring Employee Satisfaction online survey template for free on Artur.com, a survey creation platform. The survey was prepared for you by experts; you can use it as is, modify the questions, or simply add your own employee questions.

Once you are satisfied with the employee satisfaction survey, send the survey link to your employees. Inform them that the survey is completely anonymous and that each employee can only complete it once.

A few days after sending the invitations, check employee responses. A survey report is automatically generated for you on Artur.com, allowing you immediate insight into overall employee satisfaction. If you wish to analyze the survey results in more detail, export them from Artur.com in CSV format and process them as you wish.

Sample Questionnaire for the Measuring Employee Satisfaction Survey

You can view the survey template questions below:

How to Get Your Free Online Survey for Conducting an Employee Satisfaction Survey?

  1. Register on Artur.com here.
  2. Select the Measuring Employee Satisfaction survey template.
  3. Modify the survey questions if necessary.
", "date": "2020-11-19", "status": "published", "featured_image_url": "https://artur.com/wp-content/uploads/2020/11/Merjenje-zadovoljstva-zaposlenih.png", "tags": [ "Employee Engagement", "Employee Satisfaction" ], "author_email": "admin@example.com", "paragraph": "Measure employee satisfaction with our free online survey template. Easily customize and distribute, then quickly analyze results to understand your workforce better and drive engagement." } ]