For online customers, nothing is more important than trusting a company to live up to its promises. Unfortunately, many companies fall short. Here's why. If you want to know how Top Fortune 500 Companies increased their performance using Customer Feedback, download our free ebook: http://hubs.ly/H02-FST0

1. The 4 CX Mistakes
Damaging Your
Online Reputation

2. The number one reason online
customers don't make a
purchase isn't price

3. It’s trust!

4. Market research group Taylor Nelson Sofres has
found that customers cancel 70% of online
purchases due to lack of trust.

5. Brick and mortar store have the
advantage with shoppers because they
can offers opportunities to see and touch
a product, instilling confidence in
potential customers.

6. But online stores must work much harder
to gain trust.
To do so, ecommerce brands must
understand how customers make
judgments about brands throughout the
buyer journey.

7. How shoppers perceive your customer experience is
the number one factor which determines how much
they trust you. Salesforce reports that:
• A customer is 4 times more likely to abandon an online
company if they experience service related problems; price
or product related problems are generally regarded as
secondary problems.

8. Here are 4 Ways to
Destroy Customer Trust

9. 1/ You are not personalizing
the customer experience

10. If you know who your customers are and
what they want, you are better positioned
to create an experience that delivers on
your brand’s promises.

11. Personalization is among the most
powerful ways to win consumer
confidence.

12. To accomplish this, online brands must
understand who their individual
customers are via the collection and
responsible use of data, data which
should only be used to clarify the
individual needs and preferences of each
customer.

13. 2/ You are not
transparent

14. There should be no doubt that your
customers are talking about you.

15. Because social media is so immediate,
you need to participate in conversations
as they are happening.

16. Even better, provide your customers with
opportunities to speak to you directly –
via live chat, feedback forms, or smart
surveys – before they publicly air any
grievances.

17. 3/ You are not building
credibility

18. Word of mouth drives 20% - 50% of all
online purchasing decisions.

19. One way to increase positive word of
mouth about your brand is by allowing
open customer reviews on your website.

20. Providing prospective customers with direct
and easy access to feedback you have
received will grant you instant credibility and
enable you to develop trust.

21. 4/ You are not letting
customers complain

22. Although it might be tempting to turn away from customer
complaints, they serve two important functions:
1) Complaints are data points showing where your
customer experience is failing
2) Offering the ability to complain (and to feel heard)
actually builds customer trust

23. The vast majority of your unhappy
customers – 96% - won’t tell you what is
bothering them but, will instead, directly
share their opinions with friends,
colleagues, or social media connections.

24. But imagine what you could learn if they
did tell you about their pain points, what
actions you could take to ensure a better
experience, actions which would, no doubt,
turn your brand detractors into brand
advocates.

25. Proactively listening and taking steps to
acknowledge your customers’ concerns
would provide you with opportunities to
show your customers that you value their
experience.

26. 26
MyFeelBack is a SaaS software for collecting customer feedback
via ultra-targeted smart surveys.
Thousands of companies already use MyFeelBack to collect high
value customer insights, enrich their customer databases in real-
time and trigger marketing actions to boost sales conversions.
Our mission:
Turn customer feedback into opportunities for your business!
We help companies:
Spot trends directly impacting revenue
Identify areas of improvement
Make decisions quickly based on real time data
About

27. HOW TOP FORTUNE 500
COMPANIES INCREASED
THEIR PERFORMANCE USING
CUSTOMER FEEDBACK
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