Customer feedback is a vital part of every business. Collecting feedback from customers and then acting upon it appropriately is important if the business wants to meet the customers’ expectations with their products or services.
How important is it to get customer feedback?
Getting Customer feedback is very important as it provides insights to improve the product and overall customer experience.
Customer feedback can improve customer retention. It helps to identify happy customers who can become advocates.
Customer feedback is a great way to get ideas on how to improve your business. When seeking feedback, it’s best to thank customers for taking the time to provide their feedback.
Before beginning to collect feedback from customers, we need to make sure we have clearly defined why we are seeking feedback.
Outlining the entire process as well as the desired outcomes is vital to gather feedback from customers in a smart manner. Without a clear “why,” we’re asking for feedback that will only muddy our understanding of customers.
In the first hand it is essential to consider:
What part of the customer experience do we want to improve? (Onboarding? Content marketing? Improving what part of the customer journey would benefit from customer insights.)
What will we do with the data we collect? (There’s no point in gathering customer feedback if we don’t plan to follow through.
Which feedback channel works best for our goals?
There are a number of ways in which we can get useful customer feedback.
Firstly, it is important to focus on building healthy relationship with the customers. A trust-worthy rapport is thus created which helps the customers to give honest feedback.
Calling customers regularly: One of the highly personalized way to seek customers’ feedback. This method is proactive and generates best responses. This method is effort-intensive, and so can be reserved for high-potential customers or customers with a long-standing relationship.
Social media channels: This platform can be used to engage customers by posting the questions about the products and services and asking for their feedback directly.
Social media sites such as Facebook, Twitter, LinkedIn, etc. can be an invaluable resource for customer feedback.
A variety of tools are available that help in “social listening,” or gathering conversations on social media about a brand. Just as other methods do, social listening provides a great
Providing dedicated feedback forms on the site: If there are any complaints, customers can communicate their grievances through this email.
Getting feedback on live chat sessions is also another way of getting the feedback. It helps rate the effectiveness of the chat-support personnel. In the case of an unsatisfactory response, prompt action can help to win the customer’s trust.
What if we could watch someone use our product or website? We’ll see what sections they’re drawn to, what catches their eye, and where they get confused. That kind of information is invaluable.
There are services that give exactly that. We can define a task that we want someone to complete, have a random person do it, and get a recording of the entire process.
Not to be underestimated, SMS is still one of the most powerful channels to request feedback from customers. In an age when consumers are never more than a few feet away from their phones, SMS is still a great way to communicate with your customers. With higher open rates than email, they are a strong alternative to use when only a phone number is known.
Recorded Sales Calls
If there is an outbound sales team, it’s likely that they are making potentially hundreds of calls every day, which these logs can be invaluable for not only training purposes, but also as feedback to the product. While they may not be customers (yet) they also tend to give the most direct feedback to the product as they have no vested interest. First impressions last after all!
Creating a group, forum for customers is a great means of getting feedback from them. Such a forum serves as a platform for customers to share their experience. It can also prove to be useful while solving common problems.
An online community can give customers the sense of belonging to a group of people who want to make their work and life better and more productive.
Ask for Opinion
If we can, simply ask the customers for an opinion. Whether if it’s during a casual conversation, e-mail exchange, or just out of curiosity. Being honest and letting them know you care for them and want to give them the best version of the product.
Allowing users to Rate Articles and Support Center Documents
Asking visitors to rate your content will help your team determine areas for improvement and what content is effective.
When we are consistent with requesting customer feedback, and have a multitude of channels available to receive it, we are creating opportunities to connect with clients, improve the business, and establish a great customer experience which in turn leads to more online reviews.