As a business owner, I am sure you hear the same things time and time again…
You need to please your customers and ensure that you satisfy their needs. The happier they are, the more loyal they are likely to be to your brand in the long run.
But to be successful in this endeavour and deliver the best end-user experience, you need to know what consumers actually think about your service.
That’s why effective customer feedback management is so very important. Their opinions about their experience can help you tweak the way you do things to better fit their needs.
It will help you manage – and garner – customer satisfaction, loyalty and retention.
Satisfaction or not…
Whether a consumer is over the moon or dissatisfied with your product or service, you need that information.
It doesn’t matter how you collect it. You can use surveys, request customer reviews, use internet monitoring tools or professional services (such as the end-user experience monitoring services provided by The Monachie Project). But no matter what methods you choose to use, all help you get the full picture of how consumers view your brand.
You have to listen to customer voices. And never stop. It’s the only way to stay ahead of the competition.
But how does it help?
You can make improvements
Ok, so if you launch a new product or service, you’ve likely done so to fill a gap, either in your brand’s offering or in the market as a whole. So, of course, you will have done your research prior to launch.
But that doesn’t mean there isn’t still room for improvement.
Only after consumers utilise your product or service can you get a true insight into how well received something is. Customer insights are the most valuable knowledge you can have.
End-user opinion can help you decide what, if anything, needs to be done to make something even better, so it not only meets but exceeds customer expectations, as well as solving their problems and fulfilling their needs.
You can discover how satisfied they are
Let’s face it… customer satisfaction and loyalty are the things that truly determine your financial performance as a business.
Satisfied consumers can help you lower your costs, increase revenue or up your market share. There is definitely a strong tie between end-user satisfaction and overall business operations.
So, you need to make sure they are happy. It’s that simple. Just ask them. Ratings based questionnaires can prove useful in this instance.
You can show you care
Nobody wants to be just a number or another anonymous user.
When you ask for customer feedback, you are effectively saying: “Hey, we care. We really do value your opinion. It matters to us.”
Gathering feedback involves them in your business, therefore they will feel more attached to you.
Listening doubtlessly helps create stronger business/customer relationships. You want your customers to know that you are there for them, as opposed to the other way around.
Make it about them and their needs, not your coffers.
By being included, consumers will effectively become your brand ambassadors and there is no one better to spread positive word of mouth. And there is nothing better than a first-hand recommendation.
Plus, word of mouth is a very cost-effective marketing tool!
You will create the best customer experience
As we mention regularly, in this day and age, it’s all about the customer experience. The interaction they have before, during and after doing business with you.
By listening to your end users and asking them what they like and what they feel can be improved upon, you can tailor your offering to create the best customer experience at every touchpoint.
You will improve customer retention
It’s not rocket science. Satisfied customers come back.
Piss people off and they will eventually seek out a new brand and leave you hanging.
I know which I’d rather!
So, keep a finger on the pulse by regularly asking for their opinions.
And each time an end-user gives dissatisfied or negative customer comments, act promptly to find a solution and resolve the issue.
This is your one, perfect opportunity to win a consumer back and keep – or even increase – their loyalty by smoothing the waters by fixing a problem. Make it count!
You’ll be gathering reliable sources of information
We can tell end-users that our products are services are great and just what they are looking for until we are blue in the face.
But there’s no guarantee they will listen.
They will, however, listen to the views of other consumers.
Social media is everywhere.
We all check out hotel and restaurant reviews these days before making a reservation. Or ask Facebook friends for their opinion on this or that.
Why should it be any different for your products or services?
By gathering feedback or implementing a review system, you can make sure that potential customers have easy access to opinions and reviews.
You will gather all important data
We can’t stress it enough… it’s tough out there.
You can’t run a business on pot luck and guesswork.
Gathering customer feedback will give you access to some vitally important data that can help you develop future strategies and business decisions.
Consumer insights help you better understand your customers and their needs.
So, learn how to listen. And discover how to use that information and translate it into actions.
Keep on top of the game by treating customer feedback – and the way you manage it – as the most important element of your business.
Because, quite frankly, it is.