We have already discussed in length how to collect feedback from your customers. Survey requests, products reviews, customer satisfaction analysis, etc. are the basics, but how do you use all this to improve your user experience? Continue reading below to find out how to optimize your customer feedback in order not only to have better customer experience but also to increase your brand awareness and customer loyalty.
1. Create products your customers actually want
By asking your customers for feedback, you can truly gain a lot of insights into what kind of products and services they actually want. Firstly, you can better understand how they are using your current products and what issues they are experiencing. Often when creating and developing products, your perspective might be different to that of a customer using your product daily. They might have a different view about what features are working well and what are not useful. Therefore, they might give you valuable suggestions about what you can change and improve in your products.
Secondly, use your customer feedback to see what types of new products they are looking for, but are so far unavailable on the market. By analyzing your customer feedback, you can see where the demand lies. In order to do this, you can involve your tech-minded customers in forums, blogs and on social media and ask them to give you feedback. In addition, you can even go as far as identifying loyal customers who could give you detailed feedback and invite them to collaborate with your team.
2. Encourage conversation
By listening to your customers, you will not only gain valuable insights about your user experience but also build long-lasting relations with them. Therefore, engage your customers in conversation, ask them interesting questions and follow up on any questions they might have about your products. By encouraging conversation, you turn your fanbase into a community. This will ultimately increase their customer loyalty and satisfaction levels.
3. Address product bugs
Even though your product development team might be superb, product bugs are often unavoidable. Conversely, those bugs can be sometimes difficult to find by those developing the product. In this case, turn to your customers who are using your product daily and are familiar with any issues there might be. By actively asking them for feedback, you can react quickly and fix such bugs. This will ultimately lead to higher quality and better user experience.
4. Build a roadmap
Customer feedback can be very helpful for building a roadmap which will align customer expectations with your offerings. For example, are you getting lots of negative comments about your delivery times, payment methods or customer service? Then this is something you need to address first and you can build your roadmap around this. Moreover, you can create feedback loops which will help you to constantly adapt and improve your roadmap, based on the reviews you get.
In conclusion, customer feedback is a very valuable tool when it comes to improving your user experience. Better customer experience will lead to more satisfaction with your products and services. And this can easily snowball into more customer loyalty, higher retention levels and more brand awareness among potential clients. So what are you waiting for? Send your first feedback survey today!