Do you know how your customers feel about your services and your products? Do you know what you’re doing right and where you can improve?
By building constant feedback into your processes, you can learn more about how to fine tune and increase your business.
Through regular customer feedback, you have the opportunity to improve loyalty, retention and sales.
In this article, we look at harnessing the power of regular feedback so you can learn more about your customer’s satisfaction levels.
You’ll find there are several ways to gain customer feedback and use it to improve your business.
Use Surveys for Regular Feedback
Survey After First Purchase:
It’s important to find out what your customers thought of their first experience with your company from your products and services to your checkout process and the ease of using your website.
You’ll find out from this survey where you can improve your processes.
Survey After Subsequent Purchases:
Each time your customers make subsequent purchases, you can also survey them. Once they’ve used your products and services and come back for more is a great time to ask more in-depth survey questions.
Survey At Specified Times After-Purchase:
Another time to survey your customers is at specified times after their purchase. You might consider three months, six months and one year afterwards.
For these surveys, you want to know what they think of your products and services long-term, if they’re still using them and if so, why.
If they haven’t made a purchase in a while, you also want to find out why.
Customer Satisfaction Survey:
Yet another survey you can send is after a customer has an interaction with your customer support team.
For example, someone calls in and has a question. After the phone call, you send a survey to find out your customer’s satisfaction level.
This survey helps you learn about the quality of your customer support. This is highly important to your business as you’ll find your customers will not shop with you if they receive poor service.
You can harness the power of this feedback to create employee training manuals and training sessions to help your staff learn more about providing great service.
Having this feedback helps you continue to monitor your service staff and make improvements or changes as necessary.
You’ll find that gauging customer engagement is helpful to know as you grow your company. (tweet this)
By learning how engaged your customers are, you learn why they stay or why they leave. You’ll gain insight into your customer churn rates and the reasons why they are high, normal or low.
You can then make improvements in your products and services to try and increase retention.
For example, perhaps your items always arrive broken. At this point, your customers may disengage from you and decide they’re better off without your product because they don’t want to wait for a new shipment.
Learning this from a survey, you can then find a new shipping company that won’t consistently break your items.
You should send surveys after each interaction your customers have with your staff as this is highly useful regular feedback for your business.
Leverage Review Sites
Claim your social media business pages and review site listings.
Why? You want to do this so you can monitor your online customers reviews. By taking ownership of these profiles, you can respond to all positive and negative reviews.
While you didn’t necessarily ask for the feedback, you can still harness it by responding appropriately to each review so when others search for your business they see you are empathetic, appreciative and involved.
Track Your Reviews
Sites like Google, Yelp, Yellow Pages and more can affect your business by the sheer number of reviews that are possible.
It’s vital that you track your reviews and monitor your feedback as they affect your business.
Now, let’s look at how to use your regular feedback as a tool in your marketing arsenal.
Feature Feedback on Your Website
Once you’ve got the feedback, not only can you use it to improve your business, products and services, but you can use it as a marketing tool.
The easiest way to highlight your feedback is on your website. Take a look at these ideas:
- Create a page for your reviews. Highlight the positive ones so visitors from your website can see what others think of your company.
- Add reviews on product pages and also have a spot for people to leave reviews of their own. Adding reviews to your product pages means people don’t have to leave their shopping experience to read your feedback.
- Create customer feedback videos. These pack a real punch because they are real people talking about your business in a visual manner. Video is a top marketing tool today, and one you should use.
- Highlight customer stories on your blog. These could be testimonials written by your clients that also include a photo and/or video.
- After you send out online surveys, you can feature the results on your blog along with a synopsis of your findings and what you plan to do with the results.
Feature Feedback on Social Media
We live in an age of social proof – it seems most of your customers want to see what others think about your business before making their own purchase.
Showcase Feedback in Other Places
You’ll find other arenas are the perfect place to showcase your feedback, whether it’s from a survey or an online review site.
Don’t forget to include blurbs in your print marketing as well.
You want to harness the power of regular feedback because your customers’ opinions are important to the success of your business.
Asking your customers what they think, using customers surveys, shows them you care and are dedicated to improvement. The same can be said for monitoring and responding to online feedback.
Make regular feedback part of your daily processes and watch your business grow.