Customer feedback doesn’t have to be a complicated topic. In fact, if you can’t explain it to your mom, do you even understand what customer feedback is? Read below how to explain it simply so that even your mom would understand:
1. What is customer feedback?
If you are working in the customer feedback industry, your mom has probably asked you many times to explain to her what do you do exactly. Start by explaining to your mom what customer feedback and reviews are.
Customer reviews are seen as mainly honest, unbiased reviews of products or services by the customers. In this way, other potential customers can read about firsthand experiences with the products. In addition, customers no longer fully trust the product descriptions or experts’ opinions and find online reviews more trustworthy.
2. Why do you need customer feedback?
So why is customer feedback important? By asking for feedback any company can make their customers feel valued and important. In addition, collecting reviews is a great way to identify any problems customers might be experiencing with your products or services. Another reason why all companies need to collect customer feedback is because it generates word of mouth and helps you build more brand awareness. It helps you increase repeat purchases and attract new customers.
And what do you say if your mom asks you: “What about bad feedback?”. Well, getting negative reviews is something unavoidable, but it can actually be a great opportunity to learn and improve. It also makes your other reviews seem more authentic, because nobody believes a perfect 5 out of 5 stars rating!
3. Who is taking care of your reviews?
Finally, something your mom might not understand is who is taking care of your reviews. In fact, managing reviews is a very important step in the reputation management process and involves tasks such as analyzing and responding to the reviews, as well as taking actions based on them.
What many companies do is to use a customer reputation management tool. A good way to explain this simply is with the analogy of having online banking, where you can check all your transactions, follow up on them and create reports. A customer reputation tool helps tremendously to save time and effort manually replying to the reviews, as well as analyzing the data and creating reports. Furthermore, by using a reputation management tool you can easily create reports and graphs where you can see what the trends are and take actions.
Finally, use these simple 3 talking points to explain to your mom or anybody else asking you what do you do for a living. The world of customer feedback is fascinating, so show that magic to the outsiders too!