The basis of your business success is happy, pleased, and loyal customers. Yet customer feedback is very relevant to build loyal and satisfied customers. You will not recognize and understand the factors driving customer loyalty without asking for customer input. Input that can help improve your online reputation.
And you can’t build loyal customers if you don’t know the factors that satisfy your customers. This is why gathering customer feedback is crucial for any organization.
Yet certain businesses struggle to gather their clients’ qualitative input. The survey forms are either too lengthy, or some clients don’t give information because they think companies don’t care.
This post will talk about successful methods to get quality customer input to address these challenges.
1. Monitor Social Media
Companies must use social media to benefit from the era of high-speed internet and the growing prevalence of social media. A critical source of customer feedback is social media sites like Instagram, Twitter, Facebook, etc.
On social media, you should keep an eye on your brand names. This is likely one of the best ways to learn about your brand as your consumers feel. Your clients can access social media easily and chat about your brand, whether it’s a positive or a negative comment.
This is where you have to react as quickly as possible and be very proactive. Acknowledge your clients’ good reviews. And if you do receive any feedback, try to address them actively and rapidly. The great thing about social media is that you can reach out and speak to your customers directly.
Conversations with your clients one-on-one can help you get qualitative input from them. Keeping track of all of your social references is not easy work. But some resources can track every mention of your brand on every social media site dedicatedly.
2. Feedback Via Email
Email is a very powerful tool used by brands to get their clients’ qualitative feedback. You have probably got an email requesting you to share your experience with e-commerce stores, service providers, or hotels.
By enhancing the way you reach out to your clients, you can optimize this powerful platform’s efficacy. For that, when asking for input from your clients via email, you have to concentrate on the three key fundamentals:
a) Promise Your Customers a Quick Response
Customers tend not to submit feedback much of the time, assuming that companies are not interested in it or will not respond. No wonder many businesses do not even hear from any of their customers who are dissatisfied and unsatisfied.
It would be best if you made sure that your clients know you’re going to respond to their input. This will inspire most of your clients to share with you their reviews.
Adding a line similar to, “We’ll get back to you within two working days” would inspire clients to leave their feedback when asking for feedback via email.
b) Organize the Feedback from Your Customers
Always make sure you arrange your input so that you can return to it later on quickly. Build a well-established and organized framework for collecting and reacting to your clients’ feedback.
Ensure you have a system in place to track general issues, faults in the service, product ideas, and requests for functionality. Make sure that the consumers who have made requests for product replacements or upgrades save their contact information. After you tackle their concerns, this will help you convince them.
You are presented with a customer roadmap with a standardized framework like this, and you can use this for potential interactions.
c) Ask for Candid Feedback from Your Customers
You may create some quality reviews through one-to-one email contact. Not all clients are comfortable placing their ideas on social media.
And you can inspire your clients to provide truthful feedback by sending a nice note. A pleasant conversation will provide you with qualitative and useful knowledge and allow you to learn and develop.
3. Customer Feedback Survey
The most popular form of gathering consumer reviews is surveying. But it isn’t easy to create an exciting and useful customer feedback survey method. When you ask for input from your clients, you have to be very polite and gentle.
Long and redundant questions will prevent your clients from providing you with input. A shortlist of appropriate and insightful questions must be given. You can opt for the use of sliders on your website instead of boring your clients with a lengthy survey form.
When a client is scrolling through your website, the slider survey will appear. Gathering quality feedback like this is much simpler, as the survey form is short and easy to respond to.
These sliders will appear on your website, so select 2-3 to include a highly relevant question. This will provide highly qualitative reviews for you. To construct queries, you can use resources like Qualaroo.
For instance, Twitter successfully gathered qualitative feedback from their clients with the aid of short survey forms. The input was based on enhancing their emoji interactions. For their clients to respond, they prepared short and highly important questions.
4. Measure Your Customer Service Performance
To increase customer service efficiency, it is not enough to fix the problems or concerns alone. You have to ask the client whether they are happy with the service given or not. But how can you calculate the efficiency of your customer service?
After the problem is answered and the ticket is closed, you can give your customers an email survey. This survey aims to find out if the service offered was up to the customer’s standards.
You should keep the survey form as straightforward and simple as possible. The survey forms can consist of a few questions that are basic yet critical and meaningful. “You should ask your clients a set of “yes or no” questions.
Make sure that you follow up with another specific question with a negative answer. Your customers’ comments will show how well the problem has been handled or how it should have been handled differently.
You may also ask your customers on a scale of 1 to 10 or 1 to 5 to rate your service and their experience. You can research these ratings over time and discover patterns that will add value to your business.
Netflix, for instance, has an outstanding way of assessing the efficiency of their customer service. The framework for reviews is user-friendly. They gather their clients’ feedback data and research it to expand their clients’ show/movie range.
Parting Thoughts
Customer service teams tend to know a lot more about customers and their concerns than production teams. So, if you neglect your customer service staff’s significance, it can have a negative effect on your business.
It would be best if you generated quality feedback from your clients to enhance your company. Daily social platform tracking can allow you to recognize your references on every platform. To either thank clients or fix their concerns, you should instantly act on them.
You may also send emails via social media to clients who may not be comfortable sharing their feedback. Ask your customers to rate your service after a service or product is delivered or a problem is resolved.
When collected effectively and in a structured way, customer feedback plays a significant role in expanding your company, and infinitely improves your online reputation.