So you want to spur improvement and innovation into your business? Well, who doesn’t?
There are multiple ways one could do that, but our claim is; customer feedback is your best chance in this regard!
Here’s how you can use it to achieve your goals;
Your customers are your biggest source of information. They can offer you a complete industrial analysis of your business, for free. When you start listening to your customers, you get to learn about the strengths and weaknesses of your products/services. Also, you learn about new market trends and evolving customer expectations.
Moreover, staying connected to your customers is the first step you would take toward the success of your business. Most businesses lose their customers because they don’t tend to follow up once their customer checks-out.
Let the customer insights lead you
Well, listening alone without actually putting that into action won’t help you innovate. You need to properly analyze your customer feedback and identify the common pinpoints brought up by your customers.
Once it’s done, it’s time for your teams to get in their work shoes and improve your products/services according to your customers’ needs. Nevertheless, a product made up by the choice of your customers will stand as the ultimate winner.
Be open to criticism
Before you actually jump into feedback management, you need to realize that it’s not always a bed of roses. However courteous your business may be, the customer will never show mercy to your products/services.
Moreover, when you’ll be collecting feedback, be prepared for some ruthless comments over products/services as well. We understand, as a business, it’s not easy to hear criticism over a product for which you and your team have been working so hard. But, if the very person, for whom the product/service is created, not satisfied by your offering then there’s no point of selling it. However, if you improve your products/services according to their choice, it may earn you a fortune.
Hence, not only using customer feedback will improve and innovate your company processes but will also help you gain long-term customer loyalty. According to a study by Wunderman, 54% of consumers felt more loyal to brands that showed a deep understanding of their preferences and priorities.