Read below to find out full guide about why customer feedback is important, how to collect reviews and how to get the most out of them:
1. Why is Customer Feedback important?
If you have been following our blog, you probably already know that we are huge fans of customer feedback. Why? Because customer feedback is invaluable! It is a great way to understand your customers better. Once you know your customers’ wants and needs, you can adapt your products and services and thus increase your sales.
Acting based on your customers’ feedback is a clear indication to your clients that you value their opinion and you care about them.
2. How to collect reviews?
It is important not to just collect feedback aimlessly, but rather to think about what you are trying to find out. Thus, you can construct a better customer survey and target the right audience.
What is more, think about the timing of your surveys. Sending a survey too early and your customer might not have had the time to try your product. Sending too late and your customer might not remember what they wanted to say or actually bother filling it in. In addition, sending too many surveys might result in a “survey fatigue”. On the other hand, sending too few surveys might not get you enough answers. Therefore, find the balance which is right for your company and your products. Experiment with different timings and frequencies and find out which ones bring you the best results.
Finally, having a customer feedback tool can save you a lot of time and effort and can be invaluable when it comes to creating reports and analysing the trends in your customer satisfaction over time.
3. How to get the most out of Customer Feedback?
Collecting customer feedback is not enough, you need to know to properly get the most out of it. Think of it this way: customer feedback can help you find out what are the most common issues that your customers face, if your website if not functioning properly or if your price offerings are not matching what your customers can afford.
Moreover, it is important to always close the feedback loop. This means even after collecting feedback from your customers and implementing it, go back and ask your customers for new feedback on the changes. This will make your customers feel heard and valued and you will show them that they drive change in your company.
Finally, you need to make your whole company customer-centric. Having a customer-focused mindset in every department always radiates to your actual customers. Your clients can differentiate between a company which only cares about money and one which is looking after their customers.