95% of unhappy customers will return if an issue is resolved quickly and efficiently.- NARMS
QR Code or Text Message
QR codes are showing up everywhere. I saw one recently on a bottle of Heinz ketchup and another on a drink cup at a fast-service restaurant. QR codes can provide quick access to content and help extend your brand. The trouble is that not everyone has a phone with a barcode scanner, yet. The world is heading in that direction, but it will take just a little longer. To engage more people, it's best to provide more than one option. Bloomingdale's, for instance, uses both QR codes and text message codes (SMS codes) to make it easy for potential customers to interact with their brand.
JetJaw also makes it very easy for consumers to give feedback in the moment by providing both QR codes and SMS codes. We simply reach more people that way.
Click here for an article about how Bloomingdale's makes it easy for their customers, and potential customers, to engage.
Post by Mark S. on Feb. 24, 2012, 4:19 p.m.
Why Don't They Purchase?
JetJaw is great for getting feedback from your customers, but what about all of the store visitors who didn't make a purchase? Would it help if you could find out why they left without buying anything? If you had that information, could you increase your sales?
While many retailers request feedback from their customers on their receipt, we've found that other retailers are very interested in finding out why store visitors choose not to purchase. With JetJaw, this is now possible. Retailers can put signage in their store requesting feedback. Put up signage with a simple question: "Find what you need?" Put a QR code and text message code to your JetJaw survey and you'll start getting feedback from both customers, and also from those who didn't find what they are looking for. The customer intelligence is immediately graphed out on the JetJaw results dashboard so that you can make decisions quickly. You can also download the data for deeper analysis.
Want to know what potential customers want? Need to understand why customers walk out without making a purchase? JetJaw can help. Give us a call today.
Post by Mark S. on Jan. 20, 2012, 2:03 p.m.
Get Customers Talking About Your Brand
Of course customers talk. We all talk. We talk about a variety of experiences and web allows those messages to be broadcast much further than ever before. Not too long ago, people wrote a blog post every week or two. Now, those same people are sharing their experiences throughout the day on Twitter, Facebook, Google+, and LinkedIn. They also leave reviews on TripAdvisor, Yelp!, Google Places, and HealthGrades. At times, consumers even band together for change. This seems problematic businesses when you read about Bank of America's recent gaffe or the consumer backlash that Verizon Wireless is now facing. Customers often go to social media and online review sites with their complaints when they feel they have no way to resolve an issue directly with a business.
Customer discussions about your business certainly don't need to be negative. It's very likely that most of your customers are happy with your business. And satisfied customers can become brand evangelists. There are two keys to making this happen.
1. Identify your satisfied customers.
2. Make it easy for them to tell others about your business.
JetJaw automates both of these steps, giving business owners more time to do what they do best.
So, don't be afraid to get your customers talking! Let JetJaw help by automatically identifying your happy customers and making it easy for them to tell others about your business. It's an effective way to get spread the positive word and drive more traffic to your business.
Post by Mark S. on Dec. 30, 2011, 5:24 p.m.
Keep Negative Feedback Off Social Media
Retail TouchPoints interviewed customer service and sales training expert Laurie Brown about some key takeaways from her newest book, The Greet Your Customer Manual. Here's the one that stood out to me:
Retail TouchPoints: What effect does social media have on the in-store experience?
Brown: With social media, customers now have more arenas in which to share their opinions; If they have a poor customer experience they can go on Twitter, Facebook or Google+ and tell their friends about it. Then you have a tsunami of negativity, which can really hurt a business.
The only way you can get customers to provide direct feedback to the business is to make it fast and convenient. JetJaw does that. JetJaw offers retailers a way to get immediate feedback from customers, often while they are still onsite. This way, customers can address their problems immediately and privately with the business. And, when customers provide this feedback and expect to get a response, they rarely go to social media to complain because they are waiting to see if their concerns will be resolved. Let JetJaw help you keep negative feedback private.
Post by Mark S. on Nov. 29, 2011, 8:21 a.m.
Keep It Private
Nobody likes defending themselves in front of a large crowd. If people have issues in the physical world, they generally go straight to someone to address a concern. However, with the internet and the popularity of social media and review sites, it seems that etiquette sometimes goes out the door. I read this article today and it made my stomach turn. In this situation, things got ugly and everyone loses. The thing that hit me was this quote from the Yelp! reviewer who ended up posting the negative review: “I didn’t enjoy the food that I had and tried to voice the concerns about it and it kind of fell on deaf ears.”
With JetJaw, you can hear from your customers at the moment of the experience. Even when you're not onsite, you can get an immediate text message or email so that you can address issues before things get out of hand. We love helping good businesses succeed. We help keep negative feedback private. Shoot us an email or give us a call today to learn more.
Post by Mark S. on Nov. 22, 2011, 1:18 p.m.
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Latest from Twitter
RT @HubSpot: FACT: 52% of users said a bad mobile experience made them less likely to engage with a company - http://t.co/SXTeowuy
JetJaw can show you the Klout score for your customers, right in line with their feedback. Why is that important? http://t.co/WgBzkaJa
40% of consumers will spend no longer than 5 minutes giving a business feedback. Keep your survey short. http://t.co/NTCpN8h5
We love mobile payments. It's convenient for consumers & is a natural path to JetJaw mobile consumer feedback. http://t.co/7mx6pyjA
Retailers know consumer will pay with their phones. JetJaw allows them to give instant feedback with their phones. http://t.co/AUsb93Zp
Mobile coupons & payments are a natural fit. Add activated mobile customer feedback and you have the trifecta. http://t.co/ONvqJxV6
How negative ratings could hurt your SEO ranking on Google: http://t.co/mfXkDvkZ