How to collect customer feedback and what to do with it
Customer feedback is information provided by customers about their experience with a product or service.
Its purpose is to understand your customers’ level of satisfaction and help product, customer success, and marketing teams understand where there is room for improvement. We all know, there is ALWAYS room for improvement.
Any business needs to keep bringing customers in and keep loyal customers happy. It is known that 13% of unhappy customers will share their disappointments with more than 20 people.
It is all about satisfying your customers’ needs and therefore it is crucial to understand, as fast as possible, when a customer is dissatisfied and why.
There are many good customer service feedback examples, including live chat, polls, surveys, emails, interviews, and more. For example, surveys, which are one of the more popular methods nowadays are easy to create, cheap, easy to analyze, and easy to get out to many people at once.
New technologies are allowing for things like surveys to spread faster and become more instant for the customer.
Another method that may seem a bit more tedious but can lead to a lot of detailed data is reading comments on social media.
If your company is big on social media, you can instantly and daily receive all kinds of information about all kinds of people interested in your product or service. Expressing satisfaction on social media has no limits and a lot can be said.
Companies are always looking for ways to grow faster. When you have a product, an application for example, you want to know which features your customers’ love, which features they’d rather not have, and what can be added.
They want to be listened to and heard. They are what help you build this product into something bigger, so why not listen to what they have to say? It does not take up that much time and it is always worthwhile because both negative and positive feedback has a huge impact on the product.
The more they like your product, the more word of mouth marketing there is and you will see over time how beneficial that can be.
According to an article published on Forbes, “Recommendations are the #1 driver of consumer purchase decisions at every stage of the purchase cycle, across multiple product categories.”
This shows how important it is for one to satisfy their customers to bring in more which can make drastic changes in one’s business, especially for small businesses and startups who do not have a big budget to use for digital marketing.
To make this sweet and short, make sure you are trying to collect information about your customers and make sure you listen to how they feel about your product.
It is crucial to pay attention to those small details, have a good customer feedback form and you can use that to continuously grow and make changes for your target audience. Trust me, they’ll thank you and you’ll thank them.
One of the best customer feedback tools is CallHero, an accessible AI-driven application that creates a human-sounding secretary for your business.
The secretary can answer the phone when you are busy with clients or during after hours and can help them to schedule appointments with you as well as other functions that are important for your business.
For a company like CallHero, feedback is extremely important. The app contains many different features like customizing the secretary’s voice, customizing the secretary’s message, setting times for the secretary to be available, and more.
Like we mentioned earlier, it’s important to get constructive feedback on every small aspect if possible. CallHero is always open to hearing feedback, so don’t be shy.
To learn more check us out here: https://bit.ly/2LCC2cu