Believe it or not, collecting feedback from your customers after selling your products and/or services is just as important as the many other efforts you put in while selling them. As a business owner, it must be no surprise to you that the key to growing your business is to keep your customers’ best interests at heart. Therefore, collecting & analyzing customer feedback can be highly valuable for improving your product or service.
Benefits of Customer Feedback. Why should you do it?
Customer feedback is the information, insights, and issues provided by customers about their experience with your products, services, or company, or all of them together. This feedback could be in the form of opinions, feelings, and expectations, and can be positive, negative, or neutral. Collecting customer feedback is extremely crucial for your business as it-
- Helps you improve your services & products
- Helps other customers aware of your company
- Is important to measure your customers’ satisfaction
- Helps you make important business decisions
- Will help you retain your customers
4 Effective Ways to Collect Customer Feedback!
Now the question is, how will you get the feedback? Simply requesting your customers to share their thoughts about your products & services might be a good option, but not an effective one.
So, here we provide you with 4 such strategic ways that will ensure you get constructive feedback that will actually help.
- An Email with Survey Forms
A Survey is one of the most traditional and trusted ways of collecting feedback from your customers. An email is also a powerful tool for the same purpose. Combining both, email and link surveys are the most flexible way that you can use strategically and easily send them out to large groups of people and get a lot of useful insights back. Embedding an email survey directly into the email’s body results in increased response rates as your customer can answer the survey straight from their mailbox. The surveys that you send in these emails should be short and not create too much work for your customers.
- Keep an eye on Social Media
Social media has become a powerful tool to communicate with customers. What is best about it is how it's an inexpensive and efficient method. Customers feel more confident in actively participating in communities on Facebook, Twitter, and Instagram than to give personal responses. News travels fast on social media; monitoring your social media channels where people voice their honest opinions helps you detect small issues before they turn into big problems. You can also better anticipate any needs that your customers might need and provide them with a proactive customer experience. Make sure to engage with your audience, send direct messages, and respond to comments on time.
Some studies have even shown that 59% of people perceive brands more favorably if they respond to complaints on social media.” - Source - monkeylearn.com
- Website Analytics
Monitoring analytics and statistics could be more beneficial to you than you might’ve imagined. By analyzing the patterns, you can get to know the average time customers spend on your website, when and where customers abandon your site, bounce rates, etc. These provide insights into your customers and how they feel about your products & services. You find out where your issues lie, what’s working & what’s not working, resolve them, and thus improve the overall experience journey of your customers.
- Building Personalized Responses
The best and simplest way to get a candid, and honest response from your customer is simply to ask for one! Build a personalized response form in the form of a pop-up, where your customers can simply write down in a few lines what they feel about you and your brand without you asking them any questions. You can also consider adding some icons or sad or happy emojis so that they’re intrigued to answer the response.
The Final Word
By now, you must’ve understood how important collecting customer feedback can be. There are many great ideas and improvements that you might not be able to think of on your own, there your customers will lend you a helping hand. Make sure that while asking for feedback, you - use icons or emojis to make it easy to leave feedback, offer a reward or an incentive in return for feedback, and keep the survey simple and easy for your customer. Keep these things in mind and you’re good to go.