Why your business depends on customer feedback
Positive or negative, customer feedback can help you truly transform your business into a customer-centric organisation that’s set up for growth and success. Here are a few more reasons why gathering customer feedback is a good idea.
It can help improve your product or service
Once your customers use your products or services, this is the perfect opportunity for you to learn about the advantages, flaws and experiences. What’s more important to understand is that over time their expectations evolve. Their opinions ensure that what you’re putting out and what they are receiving matches – it ultimately meets their expectations, solves their problems and fulfils their needs.
Increase customer satisfaction
It not only helps you improve your products or services but also ensures you’re current customers are happy and stay that way. We all know why this is so important – happy customers are more likely to stay loyal and make repeat purchases. The key here is to gather honest feedback. Some would give a standing ovation but never return.
Customer feedback helps you get more customers
You might be wondering: how exactly does customer feedback pull this off? Well, because it affects whether customers decide to use you or not. If someone lands on your website, does a quick look around and sees your client testimonials, they will feel instantly relieved and think to themselves: I can trust this brand.
Find every chance you get to share customer testimonials, be it on your website, as a social post or (particularly if you are product-centric) as a highlight on Instagram.
Ensuring you align your product offering with exactly what your customers want is so crucial for business success. But how do you go about doing it? Here are some fantastic ways:
- Contact your customers on a regular basis
- Provide live chat support
- Monitor social media activity
- Take advantage of your live chat sessions to collect feedback
- Provide feedback forms
- Performance analytics for customer service
- Email surveys for new and existing customers
- Create a feedback area on an order confirmation page
- Online polls
- In return for feedback, offer a gift or prize
- Ensure that cart abandonment feedback is available
- In-app feedback
- Ask for feedback at the point of service (i.e. after an appointment)
