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Customer feedback is essential for the success of retail and restaurant businesses, serving as a driving force for improvements in products and services based on what customers truly want. Discover innovative techniques for gathering and applying customer insights from industry experts at the Interactive Customer Experience Summit in Charlotte this September.
Customer feedback is vital to the prosperity of retail and restaurant sectors. In a highly competitive environment, grasping customer preferences, requirements, and challenges is critical.
By collecting feedback, businesses can discern what is effective and what is lacking, enabling them to make timely adjustments to their products, services, and the overall customer experience. Whether it’s by fine-tuning menus or improving store layouts, data-driven decisions stemming from customer opinions can lead to increased sales, enhanced customer loyalty, and promote positive word-of-mouth. In today’s ever-evolving business landscape, placing a strong emphasis on customer feedback is necessary for maintaining relevance and achieving success.
At this year’s Interactive Customer Experience Summit in Charlotte, North Carolina, scheduled from September 9 to 11, a group of industry leaders will discuss innovative strategies for acquiring valuable customer insights and converting them into actionable enhancements across products, services, and operations in a session titled “Listen Up: Tapping Customer Feedback to Improve Your Business.”
Panelists will impart their knowledge on various subjects, such as:
- Effective feedback collection techniques: Uncovering the best methods for gathering customer opinions through surveys, social media monitoring, and detailed interviews.
- Utilizing customer data: Converting raw feedback into practical insights to highlight trends, challenges, and growth opportunities.
- Implementing customer-focused changes: Illustrating how to leverage feedback for significant enhancements in products, services, and overall customer experience.
The panel will feature:
- Kelli Johnson, marketing manager at Furniture Mart
- Eric Knott, CEO of Tiki Taco
- Robin Robison, COO of Modern Market Eatery
- Alex Tallman, director of retail experience and education at Fleet Feet
Tallman emphasized that Fleet Feet’s business model is rooted in customer experience, asserting that customer feedback plays a vital role in ongoing improvements. “By actively listening to our customers, we can better prioritize the initiatives with the biggest impact,” he explained.
Brands often stumble when it comes to collecting feedback.
“In my view, it’s essential to use software that simplifies the process for both guests and staff to provide feedback as well as respond to it,” Knott noted. “All too often, we end up logging into several different platforms to read and reply to customer feedback, many of which are public. I recommend collaborating with a partner, like Ovation, which consolidates all feedback into a single platform and facilitates an easy two-question survey for guests, allowing teams to respond directly through the app.”
Johnson highlighted the importance of feedback for brands, as it enables them to pinpoint operational issues. “Gathering customer feedback is essential not only to highlight what your business excels at but also to identify areas where the customer experience can be enhanced,” she stated.
The panel will be moderated by Ben Story, CEO of Avius, the event’s sponsor, and is set for Tuesday, September 10, 2024, at 10:15 a.m.
This discussion is one of nearly two dozen sessions featured at the ICX Summit, which is celebrating its eighth iteration. To register for the ICX Summit, click here. The event is being held alongside the Bank Customer Experience Summit, offering entry to both events with a single badge.
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