Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. 

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally. 

Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. 

The key to building product roadmaps is through customer listening. As Delighted experts, we knew we had to practice what we preach and continuously gather real-time feedback from you, the customer, on what you wanted next for an integration refresh.

That’s why we’re thrilled to announce our newest integration update inspired by customer requests: Salesforce V2. 

Each Delighted iOS App update makes it easier than ever to keep track of how customers feel about your product, service, or overall brand.

With our latest release, you’ll be able to monitor all the latest feedback for the Trends you’ve created in your Delighted Dashboard.

Download the Delighted App today

We sat down with Ellie Peterson, from the Delighted Customer Concierge team, to learn how Delighted’s CX experts utilize the platform for enhancing their own product and feedback program.

Tell us about your role at Delighted.

My name is Ellie Peterson and I’m a member of our Customer Concierge team. 

Our team offers white-glove service to all Delighted customers. We assist with everything from technical support and troubleshooting to programmatic best practices. Every day, we help our customers amplify the voices of their own customers through the Delighted CX program.

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. 

The significance of customer loyalty

It’s easy to get caught up in sales and onboarding new customers that you forget about the importance of retaining them. However, at the end of the day, customer loyalty is arguably the most important metric to pay attention to. 

When it comes to sending Net Promoter Score (NPS) surveys, timing is everything. Selecting the precise time to solicit feedback from your customers can have a huge impact on both the quality and quantity of the responses you receive. If you send your NPS survey too early, your customers may not have a full story to tell. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES).

So, which is best for you?

While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.

Guest contribution by Christopher Beck, Product Manager at MediaMath

For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important.

Great product managers avoid failed products and stay ahead of changing attitudes by actively engaging their target audience in honest discussion. The most valuable product feedback comes from clear questions, carefully structured scenarios, and making the most of your time with the customer. 

Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product.

Delighted’s mission is to make collecting customer feedback as easy as possible. Autopilot, a tool for scheduling recurring Email and SMS surveys, has long been a key way to ensure you get a constant stream of feedback with minimal fuss. 

Today, we’re very excited to announce a long-waited enhancement to Autopilot, the Autopilot API. With these new Autopilot REST API endpoints, you’ll be able to add, update, and remove customers from your survey list automatically – no more manual uploads necessary.

Stay on top of post-support followup with Delighted + Freshdesk, Gorgias, Teamwork, and LogRocket. These free integrations make it easier than ever to incorporate real-time customer feedback into your help desk and product experience platform, so all of your customer conversations are in one place.

The Email digest is one of our customers’ favorite ways to keep colleagues in the know about customer sentiment. Powered by Delighted AI, the Email digest curates a feedback summary with samples of verbatim comments for your inbox.

Based on all of the feedback we’ve collected from you, we’re excited to announce a couple of key updates that will make these Email digests even more informative and actionable.

It’s no secret that brand loyalty is important for a company’s recurring revenue. But, with customers less loyal to brands due to the abundance of options that exist in the marketplace, customer engagement is now often seen as a business need, rather than a nice-to-have. 

Let’s take a look at the theme of customer engagement and discuss how architecting meaningful interactions with your audience can exponentially set you apart from the competition. 

It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. 

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. 

What’s your customer retention rate? 

Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department. You might have a feeling about how you’re doing, but you need an objective measurement that takes the emotions out of it. And one of the best ways to do this is by measuring your customer retention rate.

Guest contribution by Lawrence Tai, Product Manager at Nike

Do you ever wonder how some companies do so well with the product they sell or the service they provide? How do they know if their customers are truly happy with their product and have a good experience? 

For many, the answer is Net Promoter Score, or NPS for short. If you haven’t heard of it before, and you’re in the world of Product and Consumer Experience, then read on to learn what NPS is and how it’s calculated. 

Already familiar with the basics? Skip ahead to find out how your product management team can use NPS to improve your business and consumer engagement experience.

What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding?

Exceptional customer service turns new customers into promoters and promoters into returning loyalists. And these promoters have the potential to grow the lifetime value (LTV) of your brand by 1400%. 

Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. We’ll also provide some tips on building an impeccable customer service strategy.