Customer Feedback: Boosting Sales with Social Proof Strategies

Customer Feedback Social Proof

It takes work to stand out, but customer feedback can help. With abundant options available, customers often turn to the experiences of others to guide their decisions. Social proof is a powerful tool that can sway consumer behaviour in your favour.

In this post, we’ll explore social proof, how to get it, and how to use it to win more business. By leveraging customer feedback effectively, you can boost sales and build trust with your audience. Let’s start and discover strategies for harnessing the power of social proof.

Table of contents:

What is social proof, and how can it be obtained?

Social proof is the idea of copying others’ actions to make decisions. Robert Cialdini first coined the term in his 1984 book Influence.

Essentially, social proof is customer feedback shared publicly. In marketing, social proof includes customer reviews, recommendations, and media coverage, which influence purchasing behaviours.

Do you know what people are saying about your business? Fear of negative reviews can hold you back. At insight6, we see feedback as valuable data, not judgment. We’re here to guide you.

Understanding customer feedback is crucial. It’s not just about collecting reviews but using them to improve and grow your business. Let’s explore why customer feedback is so important.

Why is customer feedback important?

Customer feedback is essential for making informed decisions and improving your business. It helps you understand what works, what doesn’t, and where to focus your efforts for maximum impact.

Six reasons why customer feedback is crucial:

  1. Improves products and services: Feedback highlights areas for enhancement.
  2. Measures customer satisfaction: Understand how happy your customers are.
  3. Empowers business decisions: Data-driven insights lead to better strategies.
  4. Builds loyalty: Shows customers you listen and care.
  5. Creates better experiences: Use feedback to tailor interactions.
  6. Increases staff satisfaction: Recognise and reward good behaviour.

The statistics speak for themselves:

  • 83% of consumers recommend a brand they follow on social media to friends and family.
  • 72% of customers use Google reviews to find businesses.
  • Star rating matters more to shoppers than the number of reviews.
  • 34% of shoppers say they always read online reviews
  • Businesses with 200+ reviews generate twice as much revenue.

Proactively seeking feedback is crucial in developing organic, cheerful customer reviews online. Continuous feedback lets you monitor your business performance and understand real-time customer sentiments. Tools like our instant insight feedback solution offer the quickest and most efficient way to spot any blips in your customer experience.

Customer feedback and satisfaction

Customer satisfaction measures how well an organisation meets or exceeds customer expectations. It’s the outcome of either a good or bad experience.

Studies show that 81% of consumers repeat purchases after a positive experience. However, 61% of customers would switch to a new brand after just one bad experience.

Customer feedback and retention statistics

Positive feedback can affirm what you’re doing right, while negative feedback highlights areas for improvement. Listening to and acting on this feedback is crucial for maintaining high satisfaction levels and continuously enhancing the customer experience.

Creating ‘WOW’ moments will take your customer experience (CX) to the next level. Check out our Blog on creating ‘WOW’ moments to learn how to elevate your customer interactions to leave a lasting impact.

Companies focusing on solid customer experiences report a 75% higher retention rate. Additionally, loyal customers recommend brands to friends and family, with 66% writing positive reviews after a good experience.

Generating positive reviews should be a crucial part of your marketing strategy. Let’s explore how to use social proof in marketing next.

How to use social proof in marketing

Incorporating social proof into your marketing strategy can significantly boost your business. Here are some effective methods:

  • Testimonials and Reviews: Display positive customer feedback on your website and social media.
  • Customer and Client Case Studies: Highlight success stories that showcase your impact.
  • Showcasing Logos of Existing Clients: Display logos from well-known clients or customers to build credibility.
  • Awards and Accolades: Promote any industry awards or recognitions you’ve received.
  • User-Generated Content (UGC): Encourage customers to share their experiences with your products or services.
  • Expert and Influencer Endorsements: Leverage these figures’ trust and authority to influence potential client and customer decisions.

Where to collect customer feedback

Gathering customer feedback is crucial for enhancing your business. Here are some key points in the customer journey and effective methods to collect feedback:

Why They Came to You: Ask customers what drew them to your business. This insight helps you understand your strengths and what attracts customers.

Check-In After Key Moments: Collect feedback after critical customer journey stages like sign-up, onboarding, purchases, and departures. This timing ensures you capture relevant experiences.

Ask for Reviews: Encourage customers to leave reviews online. Positive reviews boost your reputation, while negative ones offer insights for improvement.

Request Case Studies: Contact satisfied customers for detailed case studies. These stories showcase your success and build credibility.

Surveys and Questionnaires: Use these tools regularly to gather broad insights, tailoring them to specific touchpoints in the customer journey.

Follow-Up Calls or Emails: Personal follow-ups show you value their opinion and can provide deeper insights than automated surveys.

Focus Groups: Organise focus groups to gather detailed feedback on specific topics. This method provides in-depth insights and allows for interactive discussions.

These strategies can help you gather comprehensive feedback to drive improvements and enhance customer satisfaction. At insight6, our tailored solutions ensure you get timely feedback to boost your business.

Want more customer reviews? Tips to get going!

As CX specialists, we believe the customer experience is everything. Moreover, positive reviews are essential for boosting loyalty and profits. To start, read our essential guide on  ‘How to Generate Positive Customer Reviews Online’.

At insight6, we have a cutting-edge feedback system supported by local experts. We ensure you get the right survey to the right customer base the first time, every time, with exceptional reply rates. No more seeking answers online—get instant local support over the phone.

Using instant insight will:

  • Gather and analyse feedback.
  • Gain real-time insights.
  • Increase positive online reviews.
  • Publish to public review sites
  • Improve your products and services.
  • Benchmark against competitors.

WATCH: See how instant insight will help you to generate more positive customer reviews.

Conclusion: Harness the Power of Customer Feedback

Customer feedback is more than just reviews—it’s a powerful tool for improving customer experiences and boosting business success. Integrating social proof into your marketing strategy can enhance trust, drive sales, and build lasting customer relationships.

Partnering with insight6 gives you access to cutting-edge feedback systems and local expertise, ensuring you gather the right insights at the right time. Ready to transform your customer experience? Contact insight6 to boost your reviews, increase satisfaction, and drive growth. Request your free instant insight demo or CX consultation today!


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The Christmas Experience: Tips For CX-Mas Delight

Christmas experience.

‘Tis the season to go beyond transactions and craft an unforgettable Christmas experience. During the bustling holiday rush, expectations soar, and your approach to managing them is vital. Beyond retail, every sector plays a role in shaping memorable festive moments. Our six tips are your guide to creating a positive impression by exceeding expectations that resonate long after the tinsel is packed away!

Christmas Experience: Declining Satisfaction

No matter the season, delivering ‘WOW’ moments in customer experiences is key to business success. Yet, The UK Customer Satisfaction Index notes a dip, hitting the lowest since 2015, across all sectors. With 60% of employees in customer-facing roles and 80% of GDP from services, outstanding customer service is vital for our collective well-being.

Christmas Experience: Squeezed incomes

Amidst a cost of living crisis, pressure on incomes intensifies, casting a shadow over homes and businesses. The impact of a subpar customer experience is felt more keenly, with customers enduring longer wait times and heightened frustrations. For those with low financial well-being, empathy and exceptional service are crucial.

Recognising and responding to unique situations isn’t just good practice; it’s essential. How you make people feel is this season’s smartest strategy to deliver an exceptional Christmas experience to win and keep customers. At insight6, we partner with hundreds of happy clients to transform the customer experience. As we dive into the holiday spirit, our six tips are your trusted guide, adding a sprinkle of magic to make this season a CX-Mas delight.

Six Tips To Enhance The Christmas Experience

CX-Mas Tip 1 – Dive into the Data

Begin your journey by mining gold from past seasons. Scrutinise enquiries, sales, returns, and reviews to spot trends. Quantitative data, like demand metrics, offers strategic foresight but doesn’t neglect the qualitative side. Do you know how your customers feel about your products and services? Asking for and acting on regular customer feedback is critical to business success. 

Implement online feedback or mystery shopping to see through your customer’s eyes, and regularly seek feedback to uncover areas for improvement. Remember, data is powerful only when put into action. Learn how to turn customer feedback into actionable insights.

CX-Mas Tip 2 – Ignite Your Team’s Passion

Fuel the holiday spirit within your team by articulating a shared vision for the season. Communicate the organisation’s goals and emphasise the desired customer experience. As the busy season approaches, ensure your team understands the collective mission: to make it easier and more joyful for customers. Employee engagement is the linchpin of business success, and training them on the customer experience process is pivotal. Instil in them the ability to see through the customer’s eyes.

However, tread carefully— an ill-conceived customer experience strategy can be more detrimental than having none. Managing and implementing feedback is integral, making the choice of a reliable customer experience partner crucial. At insight6, we recognise that feedback is data, not judgment. We harness this data, coupled with the expertise of our local customer experience specialists, to conduct workshops that inspire and motivate teams. Discover how our workshops can empower your team and enhance the customer experience.

CX-Mas Tip 3 – Navigate Complaints with Empathy

Prevention is the best strategy—anticipate and address issues before they escalate. When things do go awry, resist defensiveness. Acknowledge the problem, listen attentively, and express genuine empathy. Your customers want to be heard. Emphasise your commitment to making things right, and ask them directly how you can restore their experience. In handling complaints with empathy, you turn challenges into opportunities for connection and resolution. Talk to us to explore our approach to empathetic complaint resolution.

CX-Mas Tip 4 – Forge Emotional Bonds for Lasting Impact

Emotional connections are not just sentimental—they’re powerful drivers for customer loyalty and business success. Studies show that emotionally connected customers are more likely to spend more time and money with a brand and become vocal advocates, influencing others. Ensure your teams understand the impact of emotional connections on purchase decisions.

The key is in the details—encourage your teams to serve with a genuine smile, whether in person or over the phone. A positive emotional connection during customer interactions leaves a lasting impression, fostering loyalty and encouraging positive word-of-mouth. Learn how mapping your Customer Journey and understanding touchpoints can shape remarkable experiences.

CX-Mas Tip 5 – Build Trust Through Openness and Authenticity

Trust is the currency of customer relationships. Deliver on promises, whether it’s meeting delivery times or keeping customers informed. In an era marked by concerns over greenwashing and ethical practices, transparency is non-negotiable. Showcase your commitment to authenticity and ethical conduct.

A simple rule applies—be nice. Treat your customers the way you’d want to be treated. The authenticity of your interactions leaves a lasting impression, fostering a sense of trust and loyalty. When customers feel they’re getting the best from you, they become your strongest advocates. Discover how customer satisfaction and a strong CX strategy can help your business succeed.

CX-Mas Tip 6 – Craft Unforgettable ‘WOW’ Moments

Elevate your customer experience by weaving in ‘WOW’ moments that transcend the ordinary. In today’s dynamic business landscape, exceptional customer experiences aren’t just a luxury—they’re essential. A ‘WOW’ moment is that extraordinary interaction that makes customers pause, smile, and remember. It occurs when your service or product goes above and beyond, creating a positive, memorable experience.

Creating ‘WOW’ moments demands a proactive stance. Begin by mapping your customer journey and delving into feedback from your clients. Identify touchpoints and pain points to uncover opportunities for ‘WOW’ moments. Additionally, engaging and empowering your employees is essential to consistently delivering exceptional service.

As we wrap up this festive journey, armed with six invaluable tips to enhance your customer experiences, let the spirit of the season guide your interactions. At insight6, we’re dedicated to helping businesses like yours elevate customer interactions and create lasting impressions.

Ready to embark on a journey of customer experience transformation? Get in touch for a no-obligation chat or request a demo of our online feedback tool, ‘instant insight.’ Let’s make this season one to remember for you and your customers!


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Customer Loyalty vs. Satisfaction: What’s the Difference?

Customer loyalty - a customer giving feedback.

Welcome to the world of relationships, where two key players take the stage: loyalty and satisfaction. Often used interchangeably, these terms pack distinct punches. Think of loyalty as the rock-solid bond you build and satisfaction as the smile you put on your customers’ faces. Building customer loyalty is critical to business success. Why? So you can drive revenue, cost efficiencies, brand advocacy, and long-term growth. Here, we uncover the differences between the two, enabling you to make the most of their impact on your business. 


What is the difference between loyalty and satisfaction? 

Customer loyalty and satisfaction are crucial for businesses to do well. They contribute to the customer experience, adding different things to how customers feel. Satisfaction is about making customers happy with every interaction. Loyalty is more profound – it’s about the strong connection between customers and a brand. Customers stick with one brand because they trust and like how they feel about it: positive experiences, trust, and emotional engagement fuel loyalty. Satisfaction is more about feeling good right after an interaction.  

While a satisfied customer may be content in the moment, a loyal customer becomes a brand ambassador, repeatedly recommending and returning to the company. Therefore, understanding and enhancing loyalty and satisfaction are essential for businesses to forge strong relationships, drive revenue, and ensure sustained growth. 

Why is customer loyalty important for business success? 

Customer loyalty lies at the core of business success but is often overshadowed by the lure of gaining new customers. Yet, embracing customer retention is pivotal for growth, with statistics indicating that acquiring new customers can cost as much as five times more than satisfying and retaining current ones. 

Retention is the art of nurturing meaningful connections with existing clients that repeatedly keep them engaged – and loyal. More than an accessory, it’s a pivotal driver of business success. By nurturing loyal customers or clients, you solidify your bottom line and unleash many positive outcomes, from word-of-mouth advocacy to candid feedback that can be turned into actionable insights. 

How do you measure customer loyalty?

In pursuing business success, understanding and measuring loyalty is paramount. Customer feedback is a vital source of insights into these experiences, expectations, and pain points. Research shows that a staggering 84% of customer’s expectations are unmet, and 6% say they would cease doing business after just one bad experience. By actively addressing feedback, companies can establish trust and strengthen relationships, increasing loyalty, revenue, and differentiation from competitors.  

Businesses should leverage various touchpoints along the customer journey to effectively measure customer loyalty, employing tools like surveys, feedback forms, and experience reviews (Mystery Shopping). The insights gathered improve products and services and position businesses to stand out, ensuring long-term growth and success.  

When should I survey or gather feedback to measure customer loyalty?

To build customer loyalty, the timing of gathering feedback is critical. The ideal times to get essential insights are at key customer touchpoints. After buying something, getting support, or finishing a service, these moments give a chance to understand how customers feel. By smoothly asking for feedback during these times, businesses show they care about understanding and enhancing customer experiences immediately. 

Where can I get insights to measure and improve customer loyalty?

You can gather insights to measure and improve customer loyalty by focusing on critical touchpoints throughout their interactions with your business.  

At insight6, we partner with our clients to create and deliver customer experience (CX) strategies tailored to their needs. Whether it’s understanding your customer’s journey to improve the experience and operational efficiencies or training, mentoring and coaching teams to implement change and skill development, we can help you. We are one of the UK’s leading customer experience specialists and the only one to offer end-to-end solutions backed up by a team of local experts. 

Using our total feedback solution instant insight, you can seamlessly gain actionable insights from customers and employees. Our bespoke tool is cost-effective and quick to implement, allowing you to analyse real-time feedback, benchmark against competitors, and improve your offerings. You can drive continuous improvement and achieve business growth by consistently measuring customer satisfaction and loyalty. 

Using instant insight will:  

  • Help you gain customer feedback.  
  • Allow you to acquire employee feedback.  
  • Analyse/report on real-time feedback.  
  • Obtain actionable comments.  
  • Improve your products and services. 
  • Benchmark against your competitors.  
  • Increase positive online reviews. 

 

instant insight is your total feedback solution – book your demo today!

At insight6, we’re all about helping businesses build strong customer loyalty for real and lasting growth. Partner with us to understand and boost your customer experience (CX) – a game-changer for your business success. Don’t ignore unhappy customers’ impact on your profits! Let’s chat or book a demo of instant insight to see how quick insights can transform your business! 

Customer Journey: Understanding Touchpoints 

Customer journey mapping - Customers viewing a business on a mobile device.

Mapping the customer journey gives valuable insights into touchpoints and interactions that shape the overall experience. Many businesses believe they offer a good customer experience, but research shows that only a small percentage of these customers feel the same way. Seeing your business through the customers’ eyes is essential. Why? So, you can improve satisfaction, build loyalty, and boost profitability. Here, we explore the benefits of the mapping process in shaping remarkable experiences.


What is customer journey mapping, and why is it important? 

It is a powerful tool to learn the hidden gems of customer interactions with your business. Tracing the customer’s steps and illustrating their journey gives you invaluable insights into their trials, delights, and frustrations. Armed with this knowledge, you can proactively find areas where they may stumble and take decisive action to improve their experience. 

Personalised customer journey maps allow you to laser-focus your efforts, addressing pain points and implementing strategies to deliver a seamless experience. The result? Enhanced customer satisfaction, reduced churn, and exponential business growth. You can unlock remarkable experiences and forge lasting customer connections with customer journey mapping.

How can the mapping process benefit businesses? 

The customer experience is everything. Mapping the journey will give you insights to transform your businesses. Effective implementation based on real insight will improve the overall experience, enabling you to win new business, increase satisfaction, foster loyalty, and drive profitability. A well-crafted map should reflect the customer’s reality.

In contrast, meaningless maps hinder progress. Despite billions spent on customer experience technologies, customer satisfaction is declining, according to the latest ICS UK Customer Satisfaction Index. Getting an independent third-party review is important to avoid bias and to protect your investment.

What is involved in creating a customer journey map? 

Creating a journey map involves turning customer feedback into actionable insights. You can overcome common pitfalls and identify improvements with mapping workshops. A customer experience solution like this will enable you to visualise scenarios based on customer interactions with your business.

Customer journey mapping – a step-by-step approach:  

  • Conduct thorough research: Gather data to gain profound insights into customers’ experiences.
  • Develop detailed personas: Capture the goals, needs, pain points, and behaviours of your target audience.
  • Detail touchpoints: Find where customers interact with your business online and offline.
  • Break it down: The customer journey into stages, outlining key actions, emotions, and expectations at each step.
  • Visualise the journey: Use diagrams or infographics, aiding effective communication and understanding.
  • Analyse the map: Find pain points and areas for improvement.
  • Prioritise improvements: Base these on impact and feasibility, focusing on areas that influence the overall experience.
  • Implement targeted changes: Monitor and measure their impact and refine the map accordingly. 

Following these steps, businesses can create comprehensive and actionable customer journey maps, resulting in remarkable experiences and heightened customer satisfaction. 

How can mapping improve the overall experience? 

With a holistic view of the customer experience, companies can explore pain points and identify ways to improve the customer experience. These insights enable businesses to make informed decisions, helping them to increase efficiencies and deliver seamless interactions. Customer journey mapping is pivotal in creating remarkable experiences that exceed expectations by addressing common pain points and ensuring consistency across touchpoints. Ultimately, this leads to increased customer satisfaction, improved loyalty, and a competitive edge in the market. 

How do touchpoints affect the customer journey? 

Touchpoints play a crucial role. These interaction points, whether digital or physical, directly affect the customer’s experience and perception of a company. Positive touchpoints can create moments of delight, build trust, and strengthen the overall journey. On the other hand, negative touchpoints can lead to frustration, dissatisfaction, and even customer churn. By effectively managing touchpoints, businesses can create a positive and cohesive journey that leaves an impression on customers. 

What are some common customer touchpoints? 

There are several common touchpoints appear across various customer journeys. These touchpoints can occur at various stages and through various channels. Here are some examples:

  • Website: Customers visit to gather info, explore, buy, or seek support.
  • Social Media: Engage for communication, feedback, and updates.
  • Physical Stores: Browse, get help, and buy in-store.
  • Customer Service: Address enquiries and resolve via phone, email, and chat.
  • Mobile Apps: Access services, track orders, and engage loyalty via apps.
  • Email Communication: Newsletters, promos, updates, offers.
  • Online Reviews: Influence others via platform or site reviews.
  • Post-purchase Follow-up: Feedback, cross-selling, and support after purchase.

By recognising these common touchpoints, businesses can focus on optimising each interaction to give a seamless and consistent experience across various customer journeys. 

Mapping is a powerful tool that empowers businesses to see through the eyes of their customers. By gaining valuable insights into the genuine customer experience, companies can bridge the gap between their perception and reality.

At insight6, we partner with thousands of companies to transform their businesses by delivering a world-class customer experience. We bring teams together through the journey mapping process to understand what happens for your customers. Enhancing how your customers see and interact with your business will improve satisfaction, encouraging advocacy and repeat business. You work hard and spend money to find and attract new customers. Do not let the cost of unsatisfied customers affect your reputation and bottom line. Get in touch today for a no-obligation chat to see how we can transform your business. 


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Read more: Customer Journey: Understanding Touchpoints