Customer feedback, whether negative or positive, is remarkably beneficial to a company. It provides you with valuable insight which you can use to improve your products, services, and the overall customer experience.
Here are three reasons why you need to get customer feedback from your customers
Learning what the customers like and what they don't
The information your clientele provides you with helps you find what makes them happy or unhappy about your business. With this information, you can quickly tweak things up to offer them better products or services.
Makes customers feel important and involved
Every time you ask your customers to air their views about your business, you communicate to them that you value their opinion and that whatever they say or feel about your business matters. This alone makes the clients feel important and as a part of your business.
Customer feedback can help you to improve your products or services continually. If you are consistently getting feedback from your customers, it becomes easy for you to know what is working for them and what is not. Ultimately, this leads to better products and services, bigger sales and excellent customer experience.
How to get quality feedback from your customers
Provide live chat support
According to a particular survey, setting up a proactive live chat can increase the amount of feedback by close to 300%. Live conversations enable a company to address customer issues instantly, get closer to them and understand their needs and challenges. To ensure that you get optimal results, always make sure that all customer queries are addressed promptly and with helpful information.
Customer surveys offer a great way to receive feedback from your customers. They give you a chance to ask specific questions that you need answers to.
Mobile surveys are an important part of your customer feedback strategy since most people use their phones to access their emails. However, you need to make sure that the surveys are mobile-customized so that customers can give feedback on their devices without hassles.
Social media platforms provide a great venue to gather customer feedback from repeat, new and potential customers. Engage your customers on social media by listening to their views and responding to them quickly with valuable information.
What questions should you ask your customers for feedback?
There are many questions that you can ask your customers to get feedback, but the most basic ones include;
- Which areas can our business improve?
- Were you satisfied with our service?
- Would you recommend our services to others?
- If you could change one thing about our service/product, what would it be?
- Did we meet or exceed your expectations?
How can a business use the customer feedback to make changes?
Make sure you have a centralised platform to collect and manage all your customer feedback. Otherwise, you will not be able to use the information effectively. Determine which feedback needs your attention the most, and use it to improve your current products or services. Remember that your customers are telling you what they want, so you have to listen to their views.
You also need to consult your front line employees and the company’s management on the best way forward and then make all the necessary changes. After making a change that is customer driven, take the time to get back to the customers. This way, they will know that they are being heard and are driving change. Once you have implemented these changes, keep track on how they are affecting your business, and find out if there are any additional ideas and input from your customers.