Storytelling & Culture Change
From a customer’s perspective, research can be frustrating because they don’t know what is being done with their feedback. It’s important to communicate to customers to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.
Internal communication is also essential, helping to bring the customer experience to life within the business, and to drive home cultural and behavioural change.
Our creative team can help you build and engaging story for customers and staff.
Showing you’ve listened is the perfect way to build a postive customer experience following your research programme. “Closing the loop” by communicating to customers what the survey has told you, and what you are going to do as a result of it, is a vital part of any customer engagement strategy.