For any business to grow, customer feedback is necessary. It involves a process of obtaining the opinions of the customers on products or services a business offers. It always provides an entrepreneur with insights with which they can improve and grow their businesses and promote the general customer experience. This article will discuss the importance of customer feedback. Read on to discover why you need to hear what your customers are saying and the customer feedback methods you can use.
Here are the reasons you need to listen to your customers and the benefits that come with it
Only the consumer knows what they want
The customers know exactly what they want. Your duty is to take advantage of their needs by listening to them and meeting their needs. It’s often hard to guess what the consumers. So keep finding out what they desire, and they will keep coming back.
It’s a good way to measure your customer satisfaction
The main way to know whether or not your products and services meet your customer expectations is by measuring customer satisfaction. Customer feedback is often a critical tool in measuring customer satisfaction.
Improves customer retention while reducing churn
Make your customers happy, and you will retain them. Having regular communication with your customers will enable you to determine whether or not they are happy. You stand a greater chance of losing your clients to the next entrepreneur if they are not satisfied with your products and services. Use feedback from your unhappy customers to make the appropriate adjustments that will make keep doing business with you.
Customer feedback helps grow your business
No entrepreneur wants a stagnant business. As discussed earlier, the customers know what they want. Customer feedback helps you to know the kind of services and products the market wants. Most established and successful business and companies have devised means of giving their customers services that meet and exceed their expectations.
Leads to an improved customer experience
Listening to your customers lowers resistance besides building trust. Also, it is important to note that listening to their clients makes them feel valued. This fact is critical in promoting customer experience.
Methods of gathering feedback from your customers.
This method is preferred by many entrepreneurs because it is easy to start, collect data, analyze and scale. While setting up a survey, remember to keep it short. Also, begin with the open-ended questions and only ask questions that will be useful.
With many customers shopping online these days, short online surveys can come in handy. They have been known to have excellent response rates. You can get the survey to pop up after a customer has browsed on your website or an online store. On an offline platform, questionnaires are a good option.
Often involving small groups of between 4 to 15 people, a focus group is another a way of getting customer feedback by asking the clients their opinions, beliefs, perceptions, attitudes and expectations on your products and services and the entire business.
They are usually used at the early stages of business especially when the entrepreneur wants to know the target market and what the clients would expect. The advantage with focus groups is that they are conducted in the real world environment as opposed to on an online platform.
This method is a kind of survey that is presented to a paying client mostly through a check-out machine or an electronic terminal. It is an efficient way of obtaining feedback as it comes with some advantages.
- It does not require an interviewer, and this gets rid of any chances of an interviewer influencing the responses by their cues.
- They are fast. With point-of-sale surveys, you will not need to wait for the responses from the customers.
- It is flexible in the sense that the entrepreneur can implement them in various ways with different technologies.
Now, social media provides a perfect platform to obtain your customer feedback. There are several ways you can listen to your clients through social media. Go online and create accounts for your business on multiple social media networks. From here, you can directly connect with not only your customers but potential customers also.
For instance, you can hold a chat on Twitter with your clients and ask them questions about your business. You can again conduct polls and surveys and ask your clients and potential customers about their opinions on the product and services you are offering.
Encourage feedback and respond to mentions on all your social media accounts. Be aware of what the customers are saying and act on the complaints to improve your business.
Communities and groups
You can actively listen to your customers through this method. Online customer communities, for instance, have become excellent means that most successful companies are using to connect with their customers. The feedback you get from your clients will help you accelerate sales, differentiate from your competitors, and stay up to date on what the market expects.
You can create online business communities and groups on platforms like Google+ and Facebook.
Email and Web Forms
Email has been a reliable way of keeping in touch with customers for years. When trying to listen to your customers using email, have an organized feedback system and be sure to have speedy responses. This will ensure effectiveness. Web forms are almost like online surveys. You can easily create your web form online with relevant questions and request your customers to answer them.
One of the most fundamental ways of listening to your customers is observation. You can learn what the market requires by looking at trends. Observe what is lacking in a particular setting and provide it. If for example, you are in the fashion industry, look at the community, see what the people like or don’t like putting on and use it provide the right products.
Customer Service involves the advice and assistance that a business or a company provides to its clients. They often provide good grounds of listening to the customers. The customers are most likely going to ask questions about your products and services during a customer service session. Even if they don’t, it is wise that an entrepreneur takes that time to ask them a few questions about their business.