There’s no better way to improving your brand than listening to Customer Feedback and taking actionable measures for improvement. Until the invention of telephones in the 1800’s, it was all pigeons and people on horses delivering information from one point to another. Thanks to Sir Graham Bell, telephone has made the art of customer feedback and customer service a reality. The time afterward saw the emergence of call centers, toll-free numbers, Internet and finally Social Media. Now Customer Feedback is an integral part of any business, anywhere in the world. If you ignore your customers, you might as well forget your business!
When it comes to customer feedback, the undisputed leader hands down would be Amazon. Jeff Bezos knocks the ball right out of the park when he explains Amazon's dominance:
"There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality."
It becomes evident how important customer feedback is for your business. When you go out of your way to listen to your customers, they go out of their way to help your company grow. Any brand which failed to listen to their customer’s feedback has tumbled down mercilessly.
Almost all the business around the world are centered around customers now. That is if they wish to scale massive heights. According to a recent Gartner survey, 89 percent of companies expect to compete mostly by customer experience in 2016, compared to about 36 percent in 2012. So what are the different ways to gather customer feedback to improve the customer experience you provide?
Customer Feedback Survey: The first and the most obvious one is a survey. Asking the right questions to your audience at the right time is very beneficial. Start conversing with your customers and get their feedback on your product. Intercept Surveys are a form of direct interaction with your audience to know their opinion about a particular product or service they have used. It is real-time by nature and can help you get a clearer perspective by the way a consumer reacts to the product!
Social Media: The digital age has given immense power to social media just like the infinity stones make Thanos unstoppable! So never underestimate the power of Social Media.
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
as Jeff Bezos says. Keep a close watch on your social media accounts and reach out to distressed customers
Focus groups: These are designed to identify the reactions and perceptions about a particular product or service. Qualitative data analysis is carried out here contrary to quantitative analysis by surveys. Here, the participants interact, influence, and get influenced. Email and Contact Forms: Keep in touch with your customers regularly. Keep a tab on their queries, complaints or any help they may need from your end. More the personalization, more your customers would be able to connect with your brand. Follow up and find out if your consumers are happy with the interactions they had with your brand.
Instant feedback on your websites: These questions are aimed at seeking feedback while a visitor is browsing through your website. For example, if an online shopper abandons a shopping cart, you can set up a quick pop-up asking why they wish to leave the page. Customer feedback at this stage is crucial in improving conversions.
NPS: This simple metric can help you gauge your customer loyalty. A simple question about the likelihood to recommend the brand to another person is asked to the customer. The rating given by them would help you know who will promote your brand and who will bad-mouth it.
Once you collect the customer feedback data, it’s time to get some real insights from it. Merely having survey data is useless until you use it for improving your brand! If you are clueless about your destination, having a map is pretty useless. Similarly, gathering a lot of customer feedback is pointless if you have no intention of putting it to use for improving the customer experience. Analyze your survey results and uncover what’s amiss and what can be improved. Address the queries of confused customers and resolve issues of distressed customers quickly and efficiently. When you act quick and smart, you can win back a customer who has vowed to never return to your brand. Thus gaining valuable insights and predicting customer trends and behavior helps you to allocate your resources and efforts wisely!
You are earnestly waiting for some customer feedback and is ever-willing to act on it and improve. But the crucial bridge connecting the two is a good customer feedback survey software. Unless you have a really good customer feedback survey software in your hands, all your efforts would surely be futile. So what makes a really good customer feedback survey software?
Welcome open-ended questions and bury closed-ended questions: It’s honestly a waste of time for you and your customers as well when you pose rigid questions throughout. You are giving them almost no room to provide accurate answers, and there would be nothing you can learn from it.
Stop Interrogating, start discussing: Choosing a survey tool that either puts your audience in a deep slumber or demands answer is a big faux pa! The more personalized and friendly you are, the more your customers will connect in return. Respect the time your customers set aside to help you. So keep in short and simple!
Once you have sent out your survey and the customers have given you their feedback, it’s time for you to step-in. Having a desk full of survey data can be intimidating. But with a good survey tool, you can get clean, well-structured data that can help you get valuable insights at a glance. SurveySparrow can help you with this immensely.
A conversational interface helps to engage more people thereby hiking the completion rates. Well then, it’s time to say goodbye to boring forms. A dedicated dashboard gives you significant insights from survey responses. With a pricing to fit businesses of all scales, get the best out of the customer feedback you have received using SurveySparrow.