It’s an exciting time when you first implement your Loop Experience Platform. You’re ready to collect feedback, engage customers in the moment, all while accumulating valuable customer data.
However, even with a sophisticated customer experience platform, it’s imperative to do your part and encourage customers to engage and provide valuable feedback.
In this blog, we’re taking a closer look at how you can effectively utilize the Loop Experience Platform in a way that delivers more feedback, encourages greater conversations, and provides you with customer data that drives loyalty and maximizes revenue.
Promote Your Program In-Location
When it comes to engaging customers and asking for feedback, signage is a great way to stay top of mind at key moments of truth in the customer journey. By utilizing signage such as tent cards or banners, you constantly prompt customers to reach out or provide valuable feedback. What’s more, by placing collateral in high traffic locations like establishment entrances, point of sale, near a product, etc. you improve visibility and can receive greater response rates.
Using the Loop Experience Platform, you can select from an array of powerful promoware options. Using them, you can promote your program and drive more engagement in alignment with brand standards. Connect with your dedicated Loop representative, and let us create a complete customized promoware solution that gets you up and running quickly – so you can increase engagement, collect more insights, and capture more leads.
Types of In-Location Signage
Using business cards, individuals can effectively communicate feedback or engagement programs in a highly personalized manner. Express your gratitude for their visit and provide a business card for feedback on the experience, or leave your card at key touchpoints where customers can easily take one as they pass by.
Engage customers in-location with customized tent cards using a clear and concise call to action. With tent cards, you can get creative with their placement, whether it is in waiting rooms, on dining tables, at front desks, or by tills.
Pull Up Banners
Display program channels with an effective storyline in-location. Whether you choose to have multiple pull up banners throughout the customer experience or one in a high-traffic location, it’s a great way to grab the customer’s attention while they’re visiting your establishment.
Make a statement and broadcast program channels with clear messaging and branding in-location. Most effective in areas like entrances, reception, or near cash desks, posters are a great way to encourage engagement at a larger scale.
Automate Engagement and Feedback
Whether it is a welcome text message before the customer arrives or a follow-up email well after they’ve left, having feedback surveys or greetings automated can streamline engagement while also easing operations. In fact, with Loop, automation is simple. You can set customized dates and times for messages, to ensure you’re engaging customers at the right time. Further, you can automate feedback surveys so all customers are prompted after their experience.
For instance, let’s say a customer has written in via your web chat and is inquiring about your opening hours. With Loop, you can create a customized survey link to be sent out once the conversation is over and the customer has their resolution. This ensures that every customer who starts a conversation and submits an inquiry receives a feedback survey link -increasing your responses and providing you with more insight on service quality.
Ensure You’re Available On The Customer’s Preferred Channel
Today’s customer leverages multiple channels and expects businesses to be readily available on them. Whether it is using text message, Facebook Messenger, or WhatsApp, communicating with customers on the channel of their choice is critical to increase overall response rates and improve engagement. Not only does offering the customer’s preferred channel increase satisfaction, but it becomes more convenient for them, in addition it creates a sense of ease and comfort.
With the Loop Messaging, you can engage customers seamlessly on the channel of their choice from a unified inbox. Regardless if it’s Twitter DM or email message, with Loop you can offer a range of on-trend channels from one centralized location, so responses are quick and employees can access them effortlessly.
In order to offer the most preferred channels, take a look at what customers regularly use to reach out, in addition, what channels are currently trending. To aid your efforts, in our latest eBook; An Introduction To Touchpoints and Channels, we highlight the top channels and touchpoints worth engaging, vital elements to consider when determining your channel selection.
Utilize Key Moments of Truth
As previously stated in regards to Loop promoware, knowing key areas of your establishment that are high-traffic is vital to engage customers and inquire about their feedback. You probably already have an idea of what key areas in your establishment get more traction with guests than others. Spaces like the entrance, point of sale, or near products and services are all areas that customers gravitate towards – leverage them with kiosks, signage, or even to place employees to greet and inform.
In order to get the most engagement, we suggest experimenting with key moments of truth within your business that could drive higher responses. As a best practice try changing up your tactics every 2-3 weeks, to see what works best.
Encourage Feedback With Employees
Lastly, ensure any customer-facing employee is asking for feedback at some point in the customer journey. For most employees, this won’t be top of mind, so make the effort to mention the importance of feedback at team meetings or during one-on-ones. With Loop, you can even go the extra mile and encourage employees through real-time data via a scoreboard. With the Loop Scoreboard, employees can understand their performance in real-time and compare with other employees for friendly competition. This can increase customer engagement and elicit a greater response rate. What’s more, with the Loop Scoreboard, management can better understand the top-performing and low-performing employees for greater operational understanding.
When it comes to engagement, employees are a great way to get customers to converse or provide any sort of feedback. They interact with your customers on a daily basis so it’s important to get them involved in the promotion.
Looking to learn more about The Loop Platform and its robust capabilities? Click here to speak to a Loop Representative.