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Yoyo’s unique feedback functionality now enables retailers to link individual customer feedback to their in-store journey, including the amount they spent, the items they purchased, the store they visited and the cashier who served them.
The way we give customer feedback has changed. Whether it’s watching a movie, buying a takeaway or taking a taxi, businesses can now reach out at just the right moment to ensure they receive the most timely and accurate feedback.
Not only does this enhance real time customer engagement, knowing more about the satisfaction of customers helps businesses make informed decisions to improve their overall experience. In-store retailers need the ability to do the same. Most don’t!
Companies that want to improve their customer experience start by focusing on the way feedback is collected and analysed, according to Gartner.
It’s not uncommon for retailers to spend more than £100k a year on traditional survey methods only to gain around two to three percent in conversions.
Feedback surveys rarely form a part of the overall in-store or online experience, they are uninvited, and the questions are usually generic. No wonder 80% of consumers abandon a survey halfway through (OpinionLabs).
Ultimately any data a retailer does manage to gather is expensive, labour intensive, anonymous, and bear’s little relation to what the individual customer’s journey actually looked like. So much for trying to improve your customer experience.
Consider the famous Peak-End Rule, created by psychologist and Nobel laureate Daniel Kahneman. This states that we judge an experience based on two key parts – the peak (the moment the experience created the strongest emotion) and the end (how the experience concluded).
This is what Yoyo is all about: giving both physical and online retailers the ability to key in to the most important parts of a customer’s journey.
Our unique ability to match anonymised customer identity to the items they buy and when they buy them is why we can combine fast mobile payment with personalised loyalty, rewards and offers, as well as deliver fully-itemised digital receipts, at the point-of-sale.
We’ve now added purchase-linked customer feedback functionality to that end-to-end experience – crucially making the process cheap, seamless, timely and accurate for retailers.
^^Customer Feedback functionality on the Yoyo-powered Caffè Nero app^^
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