Harnessing the Power of Customer Feedback with Dynamics 365
The answer lies in soliciting their feedback frequently and
across channels.
With seamless survey integration, real-time analytics, and
more, Dynamics 365 offers powerful
Voice of the Customer (VoC) tools to capture sentiment and drive action.
Read on to understand how Dynamics 365 enables organizations
to tap into the power of customer feedback.
The Struggle is Real
As an independent consultant focused on d365 implementation,
I've worked with many organizations struggling to collect and operationalize
customer insights. Common pitfalls include:
●
Survey
overload - Generic, long annual surveys yield low response rates and
superficial insights. Customers don't want to take extra steps to give
feedback.
●
Siloed
data
- Customer feedback lives in separate systems across business units. This makes
it hard to connect insights and identify priorities.
●
Lack
of action - Organizations collect feedback but fail to act on it. This
frustrates customers who feel unheard.
Seamless,
Embedded Feedback
Making it Effortless
The best customer feedback is collected in the natural flow of
the experience, not after the fact. Dynamics 365 enables this by baking
feedback touchpoints into customer interactions.
For example, the Omnichannel for Customer Service module lets
agents automatically send post-call surveys to gather satisfaction ratings.
Sales reps can quickly send polls after demos to gauge interest.
By embedding feedback requests into existing interactions, you
increase response rates and collect data when it's most insightful - in the
moment.
Targeted Surveys
While embedded feedback works great for transactional
interactions, you still need targeted surveys to dig deeper into customer needs
and experiences.
Dynamics 365 makes it easy to send tailored surveys to specific
customer segments. Contextual data like purchase history and demographics allow
for more meaningful questions and relevant insights.
You can also customize survey frequency and targeting based on
what you want to learn.
New customers may receive different surveys than long-time
loyalists. Simply put, targeted surveys allow you to ask the right people the
right questions.
Centralized
Voice of the Customer
But it's not just about collecting feedback - it's about
connecting the dots. Dynamics 365 delivers a holistic voice of the customer
through integrated analytics.
Unified Dashboard
Survey responses, satisfaction metrics, and other feedback
data feed into Dynamics 365's Power BI dashboards.
This unified view makes it easy to blend feedback insights
with operational data to identify high-impact opportunities.
Close the Loop
By centralizing multiple feedback channels, Dynamics 365
enables organizations to pinpoint areas of strong or weak customer sentiment.
From there, you can develop targeted strategies to strengthen
the experiences that will have the greatest business impact.
The proof is in the pudding. Let's walk through an example...
A Virtuous Cycle
Last month, we launched a new mobile app interface. Our
real-time Power BI dashboard showed a dip in satisfaction ratings related to
ease of use.
By blending this feedback with usage metrics, we discovered
newer users in particular were struggling.
We quickly implemented expanded tutorials and help content
targeted to these new users.
Within weeks, satisfaction metrics rebounded as customers
appreciated our responsiveness.
This virtuous cycle of listening, understanding, and improving
drives better customer experiences and loyalty.
Key Takeaways
Here are the core lessons on leveraging Dynamics 365 for
stronger Voice of the Customer capabilities:
●
Embed
feedback collection into natural touchpoints to boost response rates.
●
Connect
insights across teams for a unified view of sentiment.
●
Close
the loop by quickly addressing feedback to enhance experiences.
Customer feedback is a
gift
- with Dynamics 365, you have the tools to truly listen and strengthen your
business.
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