Let’s be honest here, you know about the virtues of customer feedback but you believe that your B2B business is not so big to be needing it. However, the truth is otherwise. Your net promoter score and customer feedback are effective for your business, regardless of its size.
We understand that achieving customer success is your ultimate goal. Therefore, we have gathered the 4 ultimate ways for your small B2B business to gain customer success.
1. Be ready to listen to the truth
As a small business owner, you’re probably well aware of the fact that most of your business interactions are made on a personal level. Henceforth, your customer feedback, good or bad, will also hit you personally.
Being open-minded is the key here. Things are easier when you receive positive feedback, but showing empathy for negative feedback is the real deal. When you stop dismissing the negative reviews of your customers and actually work to solve their issues, your game starts to change.
2. Start collecting feedback
Once you’re ready to face the blunt remarks of your customers, get going with your feedback collection. There are many ways to collect customer feedback, but internet surveys and telephonic interviews are the major ones. Moreover, while you collect it, keep these things in your mind;
- Ask only what is important
- Keep the survey short and simple
- Don’t try to ask sales slanted (biased) questions, just ask for their neutral opinions
- Try instilling net promotor questions in it
- Ask at least 2 or 3 qualitative/text type questions
In this way, you would have a valuable and comprehensive bunch of customer feedback, which you can put to good use later.
3. Start taking actions
Now that you have collected a good amount of customer feedback, it’s time for some real actions.
What? Do you think collecting customer feedback is the hard part? If so, you’re sadly mistaken.
Feedback management is what happens after you’ve collected the opinions of your customers. So, what you need to do is, evaluate your feedback and find out the things that can be changed to improve the performance of your business. It doesn’t matter how big or small the changes would be, but you surely need to take some actions on the feedback that you’ve collected. Otherwise, it would be all for nothing.
4. Let the customers know you heard them
This part is the most crucial of all. You can’t just skip it and think that your job is done. Your clients, who took out their time to provide you with their valuable opinions need to hear back from you.
As a small B2B business owner, communication is your A game. So, with a view to nurturing your relationship with the clients, acknowledge them for their worthy suggestions. Not only that but also show them what you did about their feedback. Although, you don’t have to do much in this case, just send a simple email to your respondents including the key findings and the changes made.
Also, do read our recent blog if you want to learn “6 Things You Need To Do After Collecting Customer Feedback”.