If you run your own business, I know you do your best to please your customers, satisfy their needs, and to keep them loyal to your brand. But how can you be sure that your efforts bring good results? If you do not try to find out what your clients actually think about your service or your product, you will not be able to give them the best customer experience. It’s why their opinions about their experience with your brand are helpful information that you can use to improve your business to fit their needs more accurately.
I will try to explain why collecting customer feedback is crucial in managing customer satisfaction and loyalty, in customer retention, improving products and services, and in many more areas of your business. But first, what is customer feedback and how to collect it?
Customer feedback is information provided by clients about whether they are satisfied or dissatisfied with a product or service and about the general experience they had with a company. Their opinion is a resource for improving customer experience and adjusting your actions to their needs. Big companies understand an important role that customer feedback plays in business. They consistently listen to their clients, by analyzing the comments posted by their clients on social networks, and by gathering their experience directly from them through surveys. Brew Survey is an application designed to make its user's life easier by creating questionnaires. You can ask all the questions that you need to know your customers. But what’s the principal reasons who answers the question, why customer feedback is important in business?
You’ve got a new idea, and you will introduce a new product, brand or service to market. But are you sure that have a real idea about your customer needs? Market research that you conduct before introduction gives you an idea if potential customers would be willing to buy it and also they can give you some tips on how you could improve it. However, only after your customers use your product or service, you have to be sure that it will meet their real needs. On top of that, their needs and expectations evolve with time. So you have to constantly evolve your product or service according to your customer. The opinions of your customers help you ensure that the end product will actually meet their expectations, solve their problems and fulfill their needs.
Every company tries to reach the same goal: customer loyalty! For that, your customer has to be satisfied. Naturally, the best way to find out if you meet they expect to get their opinions. By using survey, you can easily estimate the level of satisfaction and consequently predict how to improve your brand.2. Collecting customer feedback shows you value their opinions
By asking your clients for the feedback, you communicate that their opinion is important to you. You involve them in shaping your business, so they feel more attached to your company. Listening to their voice helps you create stronger relations with them. This is the best way to gain valuable brand ambassadors who will spread positive word-of-mouth for you. And I am sure you are aware that their recommendations are probably the most effective and, at the same time, the cheapest way to acquire new customers and become more trustworthy in the eyes of your current and potential clients.
People always appreciate when you ask them if they are happy (or unhappy) with your service. It shows you actually value their opinion and that you are here for them, not the other way around. They feel that your primary business goal is to solve their problems and fulfill their needs, not to get their money. It puts a customer in the central position of your company, and this is the right way to run a business.3. Customer feedback helps you create the best customer experience
Today’s marketing is heavily based on experiences people have with products, services, and brands. They do not buy Apple products just because they are good. They want to demonstrate their status and affiliation to a particular group. They do not buy Nike clothes because they are durable. They buy courage to extend their boundaries. Therefore, if you focus on providing the best customer experience at every touchpoint clients will stay loyal to your brand. And naturally, the most effective way to give them amazing experience is asking them what they like about your service and what should be improved.4. Customer feedback helps to improve customer retention
A satisfied customer will stay with you. An unhappy customer will eventually find a better alternative and leave. Customer feedback helps you determine if your clients are satisfied with your service and detect areas where you should improve. Each time a dissatisfied customer express his disappointment you can immediately react and find a solution to fix an issue. This is a perfect moment to win a client back and even increase his level of loyalty. In many cases, an unhappy customer who encountered a problem with your service, but you got it fixed straightaway demonstrates devotion to your brand that a customer who has never been disappointed with your service. If not, it will clearly lower the rating of your business by his dissatisfaction.5. Customer feedback is a reliable source of information to other consumers
With the social media, consumers do not trust commercials or expert advice so much. Opinions provided by other customers who have already used a product or service are the more reliable source of information. When for example, you look for accommodation in a city you visit, or you want to find a nice new restaurant to have dinner with friends you read reviews beforehand.
Customer feedback is as important to your business as to other customers, so you should make sure that both you and your clients have easy access to opinions and reviews.6. Customer feedback gives you data that helps taking business decisions
Today, the market is competitive. Successful business owners gather and manage a lot of data that helps them to develop future strategies. Only in this way they can adjust their products and services to fit customer needs perfectly.
Customer feedback is one of the most reliable sources of data that further can be used in taking business decisions. Customer insights will help you understand clients and their needs more profoundly. Take their suggestions into consideration and thanks to that find out where you should allocate your money to get the highest return on investment. Customer feedback is the valuable source for such data, but you must learn how to listen to it and how to translate it into actionable takeaways for your business.
If you want to stay on top of things you should put your customers in the center of your business and treat their feedback as the most valuable source of information in your company. They are the ones who use your products and services, so they know best what could be improved to make them even happier. Never ignore their voice. If you fail to meet their expectations, they will find other company which will do it better than you. They will help you develop your products, improve customer service, and manage customer satisfaction. Brew survey is here to help you during all this process:
The tool only to improve your business and get loyalty customers. Thanks for them feedback you can make sure that your clients will stay with you, be loyal to your brand and in consequence will spread positive word-of-mouth for you.