Sometimes, getting plenty of feedback doesn’t equal getting qualitative feedback. And it is precisely through good quality feedback that you can gain the most valuable customer insights. Continue reading to find out our tips for improving the quality of the feedback that you get from your customers:
1.Collect feedback offline
Did you know that according to BlueVenn, marketers spend up to 80% of their working day analyzing data to find useful feedback? This time can be dramatically reduced if the feedback you collect is actually of high quality! Therefore, it is a good idea to start collecting feedback offline as well. One great way to do this is to organize special offline events. Invite your most loyal customers to a branded event, such as a pop-up shop, art show, performance demonstration, Q&A session with the VPs, etc. You can be creative in the type of event you want to do.
Once your customers are at the event, get your sales and marketing teams to start conversations with your customers and ask them what they would improve or change in your company. In this way, you can collect much more valuable feedback, as your customers will feel very involved with your brand and will appreciate you asking them for input. In this way, you not only get access to feedback which no customer would ever leave in an online survey, but you also get to build deeper relationships with your customers and to earn their loyalty. Let your customers become your brand ambassadors and watch your company’s rating getting higher and higher.
2. Ask the right way
Did you know that 68% of customers say that they will leave a review if they were actually asked by the company (BrightLocal, 2018)? Therefore, asking the right way is crucial!
In our previous article “How to Properly Ask for Customer Feedback?” we went into details about the right way to ask your customers for reviews. You need to think about the timing of your survey request and reach the balance between asking too early and too late. In addition, politeness can get you a long way with your customers. You can also get better quality feedback by making your goals clear at the beginning of the survey so that your customers know what sort of information you are looking for. Finally, in order to get a lower dropout rate and to motivate your customers to fill in (and finish) the survey, you should design your survey in an intresting, catchy way and offer an incentive if necessary.
3. Be up-to-date
Being up-to-date means being familiar with what your customers are saying about you online, as well as what is going on in your industry! Don’t just focus on what is going on in your company, but open your mind to the outside world and engage your customers and competitors in conversations. By doing this, you can gain some valuable feedback, which you would have never found out otherwise. As your customers are not just talking about you on your official website, but also on forums and social media, you need to be present there as well. Monitor what is being discussed about your company and brand and try to improve based on that feedback.
By following these simple 3 tips, you can start collecting more meaningful customer feedback today.