We know the value of customer feedback. It assists business growth, identifies areas of weaknesses, and what’s working well. And that’s just scratching the surface.
On November 30th 2022 10am GMT, CXM have the honour to host a free online webinar with Reputation once again. It’s time to delve even further into customer feedback. Let’s investigate why you shouldn’t be ignoring online feedback in your retail CX programme.
Why is it important to discuss online feedback?
With the upcoming shopping season – and the busiest one of the year, at that – retail companies are under pressure. Consumers will be expecting excellent experiences across the board: customer service, the full purchasing journey, post-purchase engagement, and more. Everything will be watched and scrutinised.
Whether the service is exceptional, or drastically poor, customers will be inclined to leave feedback. Online feedback on the likes of Google and social media will be seen by many, and can sway consumers one way or the other. Towards, or away from your business. Coming up to a shopping season amidst the cost-of-living crisis, where every coin matters and counts to both consumers and businesses, tracking online feedback is crucial. It can drastically impact your reputation – both positively and negatively.
What can you expect from the new webinar?
The webinar will feature Reputation’s CX Strategists and retail industry analysts, Tracey Pankhurst and Chris Sparling. They will be talking about all areas of online retail CX feedback that is significant to know.
This includes their lowdown on:
- Insights from Harvard Business Review’s ‘Beyond Net Promoter Score: Customer Experience Measurement Reimagined’
- How CX is changing in retail, and why online presence matters now more than ever to retail brands
- What retail brands can do to leverage online customer feedback and their digital estate to drive CX improvements and ultimately, increase sales
- Highlights from Reputation’s recent retail-industry report – The Customer Experience Trends in the UK Retail Industry
- And more!
It will be an important and relevant-to-now discussion that you don’t want to miss! Retailers’ CX programmes are impacted by online feedback, and discussing this matters now more than ever.
Make sure you don’t miss the chance to tune into this important webinar and learn more from the people who know this topic from all angles. Join us on November 30th at 10am GMT to hear the important insights and see what you can learn!
Save your seat today and we’ll see you soon.