Many companies are scared of asking their customers for feedback, fearing that they might get negative reviews criticizing their services or products. Even though in reality the majority of reviews are positive! In fact, for every single person who complains, there are 26 who don’t! This means that you could possibly be losing a lot of clients without knowing why or without being able to prevent it. Therefore, continue reading to find out what our 10 Golden Rules Of Customer Feedback are:
1. Don’t think you know everything
Often managers get a bit overconfident and believe they know better. They assume what their customers want without asking them. Sometimes, this can work out great, but the reality is that this happens rarely. By constantly asking for feedback, you can improve change your products based on what your customer truly need!
2. Don’t ask for feedback too rarely
There is a balance to be struck between asking too often and not often enough for feedback. On the one hand, you don’t want your customers to get “survey fatigue”, but on the other hand, you do want continuous feedback from them. Ask after every opportunity, every purchase and even in store in order to get the full picture.
3. Constantly improve
Collecting feedback without implementing changes is probably one of the biggest mistakes a company can make! Listen to what your customers have to say and constantly innovate! Read our article on the topic of “What NOT To Do in the User-generated Content Industry” to read some further tips on how to avoid the most common mistakes in the user-genertaed content industry.
4. Get to the point
This golden rule is probably the simplest: just get to the point! Don’t waste time designing convoluted surveys or spend ridiculous amounts of money for complicated feedback tools! Keep it simple: get a smart feedback management tool so that you can designing surveys which are with a clear goal and don’t confuse your customers.
5. Ask for both good and bad reviews
Even though positive reviews are obviously great, negative reviews are where the real learning can start. Ask how you can improve or what your customers didn’t like or what you could change! Strive to be better and ask questions which won’t just stroke your ego. Both good and bad reviews are important and valuable.
6. Ask for real-time feedback
Real-time feedback can help you de-escalate issues your customers might have. If your customers can complain in real-time about a problem, you can firstly assure them that you are working on it, and secondly prevent it from happening to other customers. This is why in-store surveys are a good idea, as well as asking for feedback after purchasing.
7. Make it easy for your customers to review you
Your customers should never struggle to figure out how to give you feedback. Make it as easy as possible by having a form on your website, as well as on all social media. You can also give a written reminder with each purchase with a link to the review form. Another good idea is to include a link under your email signature: you will be surprised how many people click on it!
8. Use technology to your advantage
Get yourself a reputation management tool in order to save time and effort! Thus, you can also easily create post-survey analysis reports so that you can see the trends and decide what to change.
9. Share your feedback
This is a great way to show your customers that you listen to them! Publish testimonials on your website, instead of generic “expert” reviews. In addition, share your customers’ insightful feedback with your employees so that they understand better why you are doing changes.
10. Be proactive and change quickly
If your reviews show that there is a gap in your service or a product feature is not used, be proactive and change it fast! You need to constantly adapt to your customers’ feedback. If you wait months to implement those changes, you have already lost!
Follow our 10 Golden Rules of Customer Feedback and see your performance and revenues improve!