Customer Experience: “So Fast? And That Was It?”

“So fast? And that was it?”

Those have been the phrases I've heard the most lately when we meet new prospects and tell them about woku. And it fills me with pride! That feeling of showing something innovative and that the first impression is so positive is a tremendous validation of all the effort we are putting in. Every improvement, every adjustment, every detail we have refined contributes to that initial surprise of our customers. Seeing their surprised faces when they discover how fast and simple everything is reaffirms me that we are on the right path.

The double edge of feedback

But not everything is rosy. Along the way, I have also run into some company leaders who, although they are the least, are still skeptical. “Knowing what customers think is a double-edged sword,” some told me. Others went further: “Eyes that don't see, heart that doesn't feel”, or “It's just that customers are so complicated, I don't know if I want to ask their opinion.”

Surprisingly enough, yes, there are still companies like that! Reluctant to change, afraid of what they might find if they really listen to their customers. But the truth is that such an attitude is dangerous.↑

The risk of not listening

What's the problem with not listening to your customers? It's simple: if we don't know what they want, we can hardly offer them a product or service that really satisfies them. And when you fail to satisfy your customers, it's virtually impossible to build loyalty. The consequence is clear: abandonment rates that are skyrocketing. In fact, 82% of customers leave because of poor quality of service. And how do you fix that if you don't know what's going wrong?

The fear of change

I've spent a lot of time understanding why some companies are so reluctant to know what their customers think. My conclusion: It's not that they don't care, it's that they don't know what to do with the results. And therein lies the real challenge.↑

It's not enough to implement software that gives you the answers. The really important thing is to offer complete solutions, including support and advice until the customer is ready to take control on their own. Because receiving feedback without an action plan can be just as daunting as not receiving it.

Our approach to woku

At woku, we don't just offer a tool. We become another collaborator of your company to integrate us into your processes and become one of your team to push those changes that we know are necessary. Because we understand that it's not easy to get started. It's not just knowing what customers think, it's knowing how to act with that information to improve. And that's where we come in'.

It's exciting to see how more and more companies are joining this new way of focusing their management on the customer. And while not everyone sees it clear at first, the reality is that once they understand the value of listening to their customers, there's no going back.