What is Customer Feedback:
Customer feedback is the insight or information provided by your customers about their experience with your product or service or your business. It is the information recorded from customers based on their experience. It provides data for making positive changes to your business.
Why should you pay more attention to Customer Feedback anyway?
Every business made, is to generate revenue. Business owners want to increase revenue and get as many customers as possible. The goal of every business is to provide the best products and customer service. This is possible through real-time customer feedback only. Customer feedback makes it possible for you to understand the needs of your customers. What do they like about your product? What are the aspects of your business that need improvements? How can you make customers stay with you?. Customer feedback provides valuable insight that can answer all these questions and much more. With all this information you can easily work on your running products and services but also take steps to improve the ones that are in development.
Customer Feedback Surveys:
When it comes to feedback, and how to get it. The first thing that comes to mind is feedback surveys. Customer feedback surveys are designed to ask certain questions from your customers. Through these surveys, you can determine what the customers feel about your business and what areas need improvement. The most important aspect of this method is designing the survey. What questions to include and how to design the survey.
Asking the right questions
Writing open-ended questions rather than close-ended.
Ignore long and difficult to understand questions.
Use rating scales and charts.
Include questions that are beneficial for your business.
2. Follow-up Emails:
Whoever says that sending emails to get feedback, is an obsolete method and is not effective now, is not telling you the truth. It is true that most people may not check their emails regularly, but still, a large portion of business customers rely on emails for their professional life. Emails are one of the easiest ways to communicate with your customers. Follow-up emails are sent when someone buys a product or you provide a service. Email offers a wide range of choices, as to use them how? You can send polls, surveys, newsletters, and questionnaires through emails. You can create emails by yourself or there are many providers for that. Many companies provide automated email services that can really help you in getting feedback.
3. Social Media Platforms:
I don’t think I need to explain the relevance and importance of social media. Social media platforms like Facebook, Twitter, Instagram, and LinkedIn are being used widely by different demographics. These social media channels cannot only connect you with your present customers but also can be one of the biggest fronts to find new clients. Through social media, you can easily connect with your customers, know their interests, and understand them better. You can send them direct messages, reply in comments, or tag them in surveys and pools. You can create polls and surveys on social media to know what people think about your product or business. It will give you a more wide audience to get feedback from and you can use it to improve your current standing.
4. Live Chat:
Live chat is getting popular with every passing day. It is simple, easy to use, and personalized. The best thing about live chat is that your customers feel like they are having a real conversation over the phone. With everyone texting all day long on their phones, live chats feel natural and can really help to understand what the customers want and think. This way they stay on your website for longer and you can resolve issues they are facing, right on the spot
5. Ask Directly for Opinion:
Some things cannot be determined through surveys or messages. But with face-to-face interactions, you achieve much more. This method is not used as widely as it should be, therefore you can be doing the one thing that makes the difference. The best way to ask someone about anything is to ask them directly. With this, you not only get first-hand feedback but you also can watch the person and their body language. Sometimes the body says more than the words. Therefore it is important that you focus on everything. When using emails, surveys, or any other method, we are not sure if the customer is going to respond or when. But with direct interaction, you get feedback at the moment and their tone can explain it all to you. So next time when deciding to get feedback from customers, don’t sit on asking directly.
The customer is always right. Based on this and what we have discussed so far, it is crucial to know what is important for your customers. Customers can help you change every aspect of your business for good. Even your most pressing concerns and goals can be achieved through the feedback of your customers. So based on your business and audience, use every possible channel for getting feedback and use this data to incorporate your business with this information. Hope you have enough information required to decide the why, what, how, and when of customer feedback and its effect.