There is a saying in the customer feedback industry: “For every customer who goes through the effort to complain, 20 others chose to remain silent”. Most disgruntled customers wouldn’t bother writing negative reviews but would simply stop using your services. This is why customer feedback has such a big value to companies.
We all know that customer feedback is important for growing your business and gaining new customers. However, once you are taking customer reviews, is it worth investing in improving your customer feedback? After all, why improve something that is working just fine? Well, not improving your customer feedback might have its consequences! Read below to find out more:
1. Improving your customer feedback can lead to more traffic to your website
Customer feedback is not a one-way street, where you receive feedback and that’s the end of it! Engage your customers and encourage them to share their feedback on social media, so that their friends, family and peer group can hear about your business as well. Organize a raffle or a contest where the participants must post a picture of them using your product and watch the traffic to your website grow!
2. Improving your surveys can lead to more reviews
We all know that customers are naturally not very motivated to leave a review. In fact, only 28% of customers would leave a positive review and 34% would leave a negative review. However, those numbers jump to 7 out of 10 customers would give feedback if they were asked. This is why you should work on improving your surveys in order to get as many reviews as possible. Keep your surveys relatively short and with a clear goal. Make sure to ask your customers for feedback consistently, but not too often in order to avoid “survey fatigue”. You can also vary the way you ask for feedback: email survey, an Instagram poll, in-store, the possibilities are endless. Always remember to be polite, but not pushy, and short, but concise.
3. Keep an eye on social media and industry news
If you only rely on customer feedback and never try to improve, you might fall into the trap of not being up-to-date and knowing what’s going on in your industry. In real life, your customers won’t be discussing your brand only on your website or on the official surveys you send them, but also all over social media and online forums. Keep an eye on all your social media accounts and reply as quickly as possible to comments from your followers. Be aware of what is going on in the industry where you operate, so that you can address any concerns or questions your customers might have. In addition, online conversation analysis software is a great tool to visually display what your customers are talking about. In this way, you can see if the words correlated the most to your company are positive or negative and take action. Whatever you do, keeping one step ahead of competitors when it comes to customer feedback can prove to be a great competitive advantage.
In conclusion, getting feedback is not synonymous with getting quality feedback! Therefore, you need to constantly work on improving the customer feedback you get. If not, your company might easily fall behind your competitors. Being known as “the company that cares” is something worth investing in!