It’s easy to forget the importance of human connection. But, as it turns out, customers still crave that personal touch is necessiary. According to a PwC report, a whopping 82% of consumers want more human interaction. This statistic highlights the fact that, despite the convenience of digital channels, customers still value the warmth, empathy, and understanding that only a human connection can provide. As businesses strive to meet the evolving needs of their customers, it’s important to remember that the human touch still matters. The importance of monitoring and responding to customer feedback in real time cannot be overstated. It’s a practice that can make or break a company’s success, and here’s why…. The Benefits of Real-Time Customer Feedback Improved Customer Satisfaction and Loyalty Happy customers are the lifeblood of any business. When you monitor and respond to customer feedback in real-time, you’re showing your customers that you care about their opinions and experiences. This not only makes them feel valued, but also increases their satisfaction and loyalty to your brand. It’s like having a direct line to your customers’ hearts! Increased Sales and Revenue When customers are satisfied and loyal, they’re more likely to make repeat purchases and recommend your brand to others. Real-time feedback allows you to quickly address any issues and make improvements that will keep your customers coming back for more. It’s like having a magic wand that can boost your sales and revenue! Enhanced Brand Reputation and Image In the age of social media, a positive or negative review can spread like wildfire. Monitoring and responding to customer feedback in real time allows you to address any negative comments and turn them into positive experiences. This not only protects your brand reputation but also enhances your brand image. It’s like having a shield that can deflect any negative energy coming your way! Faster Identification and Resolution of Issues No business is perfect, and issues are bound to arise. However, real-time feedback allows you to quickly identify and resolve any problems before they escalate. This not only saves you time and resources but also shows your customers that you’re proactive and committed to providing excellent service. It’s like having a crystal ball that can predict and prevent any potential issues! Strategies for handling negative feedback and turning it into positive experience Negative feedback can be challenging to receive, but it can also be an opportunity for growth and improvement. Here are some strategies that can help you handle negative feedback and turn it into a positive experience: Listen actively: Listen carefully to the feedback and try to understand the other person’s perspective. Avoid getting defensive or making excuses. Instead, ask questions to clarify the feedback and show that you are taking it seriously .   Stay calm and professional: It’s important to remain calm and professional when receiving negative feedback. Avoid reacting emotionally or lashing out at the other person. Instead, take a deep breath and respond in a calm and respectful manner .   Thank the person for their feedback: Express gratitude for the feedback and acknowledge the other person’s effort in providing it. This can help to build trust and rapport with the other person    Take time to reflect: Take some time to reflect on the feedback and consider how it can be used to improve your performance or behavior. Identify specific actions that you can take to address the feedback and make changes.   Follow up: If appropriate, follow up with the other person to let them know how you have addressed their feedback. This can help to demonstrate your commitment to improvement and build trust with the other person. Negative feedback can be an opportunity for growth and improvement. By handling it professionally and constructively, you can turn it into a positive experience that helps you to become a better person or professional. Locobuzz for Timely and Effective Customer Feedback Management Say goodbye to sluggish customer feedback management and hello to swift, effective responses with Locobuzz’s Response Genie! This game-changing feature  allows you to automate your responses, ensuring timely communication with your customers.  It uses your brand-specific information from the Knowledge Base to create responses that are not just accurate, but also perfectly aligned with your brand’s personality. What’s more, Response Genie offers personalization, allowing you to tailor your messages to individual customer queries. It also boasts multilingual capabilities, ensuring you can connect with customers across the globe. And the best part? It’s designed to save your customer support team time and effort, generating quick and precise responses that boost customer engagement and satisfaction. But that’s not all. Response Genie continuously learns and evolves from past interactions, making your customer support operations more efficient and effective over time. So, if you’re looking to take your customer experience to new heights, Locobuzz’s Response Genie is the tool you need. It’s the missing piece of the puzzle that will transform your customer interactions into extraordinary experiences. Don’t miss out on the opportunity to supercharge your customer support. Try Response Genie today!

Scenario Sarah is the Customer Experience Manager at TechSolutions Inc., responsible for optimising the use of ResponseGenie in improving customer support processes. Here’s how she can leverage ResponseGenie: Understanding the need for personalisation and standardisation Sarah recognises that while ChatGPT can respond as per the prompts, it needs to understand her brand’s unique characteristics. It can be challenging to maintain a consistent brand tone while ensuring personalisation. ResponseGenie connects the quick responsiveness of ChatGPT with Locobuzz’s ResponseGenie to craft relevant and brand-centric responses that will add value to customer conversations. Building the knowledge base So, how will ResponseGenie gather relevant information for Sarah? Before leveraging ResponseGenie for customer support, Sarah needs to invest time in building and maintaining the Knowledge Base within the Locobuzz platform. She inputs brand-specific information, guidelines, and frequently asked questions (FAQs). This knowledge base serves as the foundation for Response Genie to formulate or refine responses. Responding to customer query Sarah receives a customer query: “How do I check the status of my refund?” She inputs the query into ResponseGenie. The tool sifts through the Knowledge Base, curating a response tailored to the customer’s question and aligned with the brand’s tone and guidelines. Improved personalisation and efficiency Sarah reviews the response. She appreciates that it’s accurate and maintains the brand’s tone, providing a personalised experience for the customer. Enhanced productivity and customer engagement TechSolutions, like a similar digital industry leader, experiences a high volume of customer queries. With ResponseGenie‘s assistance, customer support agents can provide more effective and efficient responses, even under pressure. The results are: Productivity surges due to quicker and more accurate responses. Increase in customer engagement rates as clients receive responses that are not only more relevant but also highly valuable, driving increased app usage and transactions. Continuous improvement and adaptation Sarah continuously monitors the data and feedback received from customers. ResponseGenie learns from this data and evolves, ensuring that it becomes even more proficient in providing tailored brand-appropriate responses. By utilising ResponseGenie, Sarah effectively bridges the gap between her brand’s knowledge and ChatGPT, enhancing personalisation, standardisation, and overall efficiency in customer support. The tool saves time and contributes to increased customer engagement and satisfaction, driving TechSolutions’ success in the digital industry. Final takeaway   If you are a customer experience executive or a manager, you understand the importance of leveraging automation to improve your team’s productivity. With ResponseGenie’s auto-response generator capabilities, you can rest easy and empower your team with time and space to focus on critical cases. Optimise Your Customer Experience with ResponseGenie Talk to our experts!

75 Online Reputation Management Statistics Online reputation management is a multifaceted process that plays a crucial role in shaping how your brand is perceived in the digital world. Online reputation management is a multifaceted approach that encompasses social media monitoring, review management, content creation, SEO, crisis management, customer engagement, and influencer partnerships. Whether you’re a startup or an established business, managing your online reputation is the first step towards building trust, credibility, and brand loyalty. Below are the 100 starts to guide you on this essential journey. Dont miss to check the lesser known stats on ORM at the end of this blog. Happy Reading! Online Reputation through Review Management The 76 Percenters make key groups such as employees and investors aware of the company’s reputation.  93% of people read online reviews before making a purchase. 98% of people report reading online reviews about local businesses. Over 90% of people report that positive reviews make them more likely to frequent a business, and 86% feel that online business reviews are as trustworthy as personal  recommendations from friends or family. Businesses risk losing 22% of customers when potential customers find one negative article on the first page of their search results, according to a study. It’s a myth that people only leave reviews when they’re very happy or very upset; only 4% of consumers have never left a review. Almost 75% of all online reviews are left on Google. While you may not be able to control what people say about you, you can have a positive impact by maintaining and monitoring your Google My Business (GMB) profile. 90% of consumers read just 10 reviews or fewer before they feel that they can trust a business (vs. 87 percent in 2015). 32% of consumers form an opinion by reading one to three reviews. 68% of consumers form an opinion by reading one to six reviews. 87% of people want to see three- to five-star reviews about a business before they will consider using them. Of the consumers surveyed, only 14% would consider using a business with a one- or two-star rating. Google is the most popular online review platform. 59 percent of consumers use it to read reviews. In 2022, Trader Joe’s took the top spot as the most reputable corporation in the United States, with an index score of 82.4 points based on consumer perception of the brand.  Only 48% of online users would consider using a business with an average rating under 4 stars, and only 19% of online users would consider a business with an average rating under 3 stars. 85% of consumers trust a corporation with a positive reputation. 92% of consumers are less likely to frequent a business after reading negative reviews.  Businesses risk losing 22% of business when potential customers find one negative article on the first page.  46% of consumers turn to Facebook to learn more about a business, followed by YouTube (35%), Instagram (32%), and TikTok (20%).  Businesses that have already experienced a crisis say the most important lessons they’ve learned or would do differently are doing more to identify crisis scenarios (34%), executing a more timely and robust communications plan (29%), and communicating more effectively with employees (29%). Only 1 or 2 star reviews failed to convert 86% of prospective consumers. Only 16% of shoppers polled stated they don’t trust internet reviews. Before considering utilising a business, 87%  of respondents want to read three to five-star evaluations. Positive customer evaluations make 68% of individuals more inclined to utilise a local business. A reputable blogger influences 44% of social media aware women’s purchasing decisions. 41% of individuals who buy a product say they merely came upon it and hadn’t considered buying it or something similar.  Almost 75% of all online reviews are left on Google. While you may not be able to control what people say about you, you can have a positive impact by maintaining and monitoring your Google My Business (GMB) profile. Online Reputation through Content Creation In 2021, more than half of marketers included graphics in more than 91% of their content. 79% of individuals feel UGC has a significant effect on their shopping decisions. When it comes to purchase decisions, consumers regard UGC to be 9.8x more influential than influencer content. More than half of marketers believe that visual content is critical to their marketing approach according to Vanngage Social media campaigns that include user-generated content receive 50% higher engagement.

Amidst the ever-changing terrain of contemporary commerce, upholding robust customer connections stands as a pivotal facet of triumph. Customer Relationship Management (CRM) has surfaced as an indispensable instrument for brands to forge, involve, and fathom their patrons on a more profound plane. Within this digital epoch, where every interaction holds significance, the significance of CRM looms large. CRM in Modern Day Business In today’s business landscape, the adoption of Customer Relationship Management (CRM) systems has become ubiquitous. Almost every business leverages CRM to manage interactions, streamline processes, and foster meaningful customer relationships. CRM systems serve as centralized repositories, housing a wealth of customer information, interactions, and insights. While it’s true that most businesses are equipped with a CRM, the significance lies in how these systems are harnessed to enhance customer experiences and drive growth. Integrating Social Data with CRM Every tweet, comment, and like holds the potential to shape brand perceptions, harnessing the power of social data has emerged as a game-changer for brands seeking to build meaningful connections. Enter Locobuzz, a visionary leader in the realm of Customer Experience platforms, poised to bridge the gap between the invaluable insights from social interactions and the structured efficiency of CRM systems like never before. Social data carries the pulse of these interactions, offering insights into customer preferences, pain points, and trends in real-time. But for businesses to truly harness this treasure trove of information, a seamless integration with CRM systems is a must-need in modern-day business. Social interactions offer unfiltered glimpses into customer preferences and emotions. Integrating this with CRM data results in a 360-degree view, enabling businesses to personalize interactions by responding promptly to each customer that is present in the CRM database. This social data does not only count on the current social data present but even goes far behind to collect the historical data of the customer. A Revolution in Customer Understanding Today, customers wear their opinions on their digital sleeves, and mining social data is a goldmine of insights waiting to be explored. Locobuzz’s innovative approach seamlessly integrates these social insights into your CRM system, revolutionizing how brands understand and engage with their audience. Let’s take a quick look at how businesses can benefit from intertwining social media data with CRM: Gain a Holistic View Traditional CRM systems offer a snapshot of customer interactions that are strictly transactional. However, when integrated with social insights, this picture evolves into a dynamic tapestry that captures the essence of customer behavior and sentiment. Brands gain a panoramic view of each customer’s journey, understanding not just what they buy, but why they buy, what they discuss, and how they feel. This profound understanding lays the foundation for building meaningful relationships, as businesses can now engage customers on a personal level, resonating with their desires and preferences. Case Study: A retail brand integrated social media interactions with CRM data. They discover that a customer who frequently engages with their posts is passionate about sustainability. Armed with this insight, they tailor their communications to highlight eco-friendly products, deepening the customer’s loyalty. Fuel Hyper-Personalization The modern customer craves personalization – experiences that cater to their individual needs and aspirations. Social media data offers a treasure trove of clues about individual preferences, from favourite products to communication styles. By tapping into this wealth of information, brands can craft messages and offers that speak directly to each customer’s heart. The result? Hyper-personalized experiences that show customers they’re not just another number. The loyalty that stems from this level of personalization can’t be understated; customers are more likely to stick around when they feel understood and valued. Imagine a cosmetics brand that seamlessly integrates social media interactions with its CRM system. They notice that a customer frequently engages with their posts related to cruelty-free and vegan products. By combining this insight with past purchasing behaviour, the brand crafts personalized emails showcasing its latest line of ethical beauty products. The customer greeted with a selection perfectly aligned with their values, not only makes a purchase but also becomes a vocal advocate for the brand on social media. This demonstrates how the fusion of social data and CRM can convert customer interests into meaningful interactions that drive loyalty. Spot Trends in Real-Time Spotting trends in real-time refers to the ability of businesses to identify emerging patterns, shifts in customer behaviour, and changing sentiments as they happen. This is particularly relevant in the fast-paced world of social media, where conversations and trends can gain momentum rapidly. By integrating real-time social data streams with a CRM system, businesses can gain immediate insights into customer conversations, reactions, and preferences. This empowers them to respond quickly to emerging opportunities, adapt marketing strategies, and make informed decisions. The benefit of spotting trends in real-time is the competitive advantage it provides by enabling businesses to stay ahead of the curve and cater to customer needs as they evolve. Let’s consider an exampleConsider an electronics manufacturer that integrates live social data feeds into their CRM. During a product launch, they notice an unexpected surge in social media conversations discussing a particular feature that wasn’t heavily marketed. Recognizing an opportunity, the marketing team quickly adjusts their social media content to spotlight this feature. They also collaborate with their product development team to enhance the feature based on the feedback. As a result, the product gains buzz, positive reviews, and increased sales. Enhance Issue Resolution Every customer interaction is an opportunity – an opportunity to provide exceptional service and turn potentially negative experiences into positive ones. Social data provides context that enables customer service teams to approach issues holistically. Armed with the bigger picture of a customer’s interactions, support agents can understand the underlying reasons for problems and address them comprehensively. This not only leads to faster resolution but also showcases a brand’s commitment to understanding and solving customer pain points. Example A hospitality brand that uses Locobuzz intigrated its social data and CRM data. When a customer tweeted about a negative experience, the support team was

7 Ways to create a great customer experience strategy Companies tend to spend a massive chunk of their money on retention and customer services to ensure fail-proof ways of keeping their customers happy and satisfied. Recently, researchers in the service marketing industry have considered customer satisfaction from what and how they experienced the service encounter, resulting in customer experience management. Understanding and delivering Total Client Expertise (TCE) to sustain Lasting Customer Loyalty (LCL) is progressively necessary given the pressures of commoditization, economical process and market saturation in developed countries. As per the Walker study, “By 2021, customer experience will overtake price and product as the key brand differentiator. Table of Contents What is the customer experience strategy? Customer experience (CX) strategy refers to tracking the holistic perception of the customers and their experience with your brand. It is a totality of cognitive, affective, sensory, and behavioural consumer responses during all stages of the consumption process, including pre-purchase, consumption, and post-purchase stages. Features of having a great customer experience strategy: Reduced customer churn rate – According to Harvard Business School, a 5% increase in customer retention can increase profits by 25% to 95%. In addition, businesses focused on providing excellent communications by solving customer problems tend to reduce their customer churn rates.  Better word of mouth marketing – Great customer support will lead to a great customer experience, leading to more people talking about your business online and everywhere else. Increased word of mouth is a traditional but very effective form of marketing that you can successfully attain by having a great customer experience strategy. Better word of mouth marketing – Great customer support will lead to a great customer experience, leading to more people talking about your business online and everywhere else. Increased word of mouth is a traditional but very effective form of marketing that you can successfully attain by having a great customer experience strategy. Improved crisis management – Handling an angry customer who is also loyal calls for a crisis and is the only way out of this.  Customer lifetime value excellent customer support is e (CLTV)- Reducing customer churn rates and ensuring customer satisfaction should be the main focus of businesses. This acts as the bedrock of increased loyal relationships with the customers. The longer you can have a steady hold of your customers, the more they tend to provide you with customer lifetime value (CLTV). How can you create an excellent customer service strategy for your business? Explore your audience – Discover the needs and expectations of your customer segment. Try to find out who your customers are and what makes your customers happy. This will aid you in defining a plan to move forward and suggest relevant changes to your current customer experience strategy. 71% of companies that exceed their revenue and lead goals use buyer personas. Define your business objectives – It is vital to identify what goal is to be achieved with the strategy. For example, do you wish to target new customers? Do you want to enter a new market venture? Do you want to create awareness of a new product? Answering these questions will be the very first step in the actual process of shaping a groundbreaking strategy for your business.  Research your competitors – Analyse market trends and graphs. Keep a close eye on what your competitors are bringing to the plate. This will keep you up to date. Researching your competitors’ current CX practices may also prevent your business from being left out.  To stand out from your competitors, you need to know what they are doing and come up with a CX strategy or a tactic that isn’t in the market yet. You can also identify gaps between your competitors and their customers and fill those gaps for your CX strategy.   Make your foreground strong – In customer service, your foreground is your employees who are customer experts. The team you develop to handle your business’s customer service should be top-notch as they connect directly with your customers. Train the employees in listening, empathy, sympathy, and a keen eye on details. Dive into AI for enhanced customer service – Invespro says, “Chatbots can save up to 30% in customer support costs and can help businesses by speeding up response time and answering up to 80% FAQs”.  Chatbots are an effective technological invention that is a good replacement of humans who can not be as fast, can not be as accurate, can not be available 24*7 and many other things that the chatbot has to offer for better customer support.  Chatbots are a great way to get your customer support for basic queries. Still, with its limitations, complex questions are usually transferred to human agents who are adept in handling difficult customer queries.  Pay attention to customer feedback and measure CX metrics – According to the tips as mentioned above, you can get an excellent customer service strategy intact, but it doesn’t mean it will fulfil your customer satisfaction goals. To ensure that you need to keep your ears wide open for any feedback or an open window for change.  Including feedback from customers should be a vital part of your CX strategy as they provide you with honest opinions about their experience with your business. They can also be treated as the best resources for improving customer experience strategy. You can also use customer experience metrics to track the customer insights and what are their opinions about you. The important customer experience CX metrics include Customer satisfaction score (CSAT), Net Promoter Score (NPS), Customer effort score (CES) Forrester entails, “Companies are increasingly using customer analytics techniques like customer satisfaction analysis, customer engagement analysis, and customer journey analytics to understand and enhance the client experience.” Keep investing in upgraded tools and systems – Once you have identified the needs and demands of your customers and laid out the plan to incorporate them in your customer experience strategy you need to deploy the right tools and systems to increase customer experience.  Among a wide range of options of tools in front of your brand, you should choose up-to-date tools with current technological advancements