Encouraging Customer Feedback Using 5 Awesome Strategies
However large or small your brand is, the importance of getting a customer feedback is of immense benefits. “For every customer who bothers to complain, 20 other customers remain silent.” this saying clearly portrays why most customers wouldn't really be bothered about sharing feedback about a bad experience they had with your brand, which was below their expectations. Instead, they would look for other options or decide to never to do business with the brand or service provider ever again. That’s too huge a price to pay for lost feedback.
You would most definitely lose one customer for non-responsiveness to customer feedback, but one lost customer isn’t the only casualty to your brand here, studies have shown that each dissatisfied customer would normally share the unsatisfactory experience they had with 8 to 10 (sometimes even 20) others. And with the ever-increasing use of social media, it’s not uncommon for negative feedback to go viral and damage the credibility of a brand.
Your most unhappy customers are your greatest source of learning. – Bill Gates.
To deliver a great customer experience that builds loyal customers, you must listen to and learn from your customer's opinions about your brand and the services you provide. Your customers provide you with a wealth of information, more than you can probably think. They help you develop a better product, better service, and help you create more value.
Let's explore how you or your brand can encourage customer feedback through the use of these awesome strategies:
Research has shown that 61% of customers read online reviews before making a purchase decision and 63% of customers are more likely to make a purchase from a site that has user reviews. You can find out what people think about you or their opinions about brands using resources such as sites like Yelp, Angie’s List, and Google reviews. These sites are usually the places people go if they have something really nice to say or something really not so nice to say. While this is still valuable feedback, getting answers to specific questions would do a lot more in identifying the bigger issues. Your Facebook page reviews section is a great place to encourage people to leave reviews and comments. Facebook is also a good place to ask for reviews because people are likely spending more time there than on sites like Yelp or Angie’s List. These reviews are often more conversational and relatable to other potential customers
Creating a customer survey requires a tad hard work. You can use a survey in a variety of ways to ask so many potential questions so you can get to know the thoughts and opinions of your customers but you have to also be careful in your approach. A survey can be used for everything from customer satisfaction information to tracking social media usage trends. Any brand can develop a short but effectual survey to get answers to the important questions vital to understanding the overall customer experience. However, the easier these surveys are to complete, the more responsive your customers will be these surveys. Simple questions and rank based answer options help to move people through the survey with their most honest knee-jerk reactions. After your brand provides a product or service, email a short 5-10 question survey to get a better idea and a clearer picture of what your customers think of your brand.
Want to learn more about surveys? You can get a little help here.
3. Calling Your Customers
A wonderful way to build a personal connection and develop a great relationship with your customers is through a phone call. Most people would rather talk over the phone than text. Calling your customers is a highly personalized process which allows you the opportunity to hear your customer's tone of voice infused with emotional cues to be able to get a firsthand insight of your customers’ feedback, satisfaction and a better understanding of their experience with your brand. When you emotionally engage with your customers, it helps to strengthen the customer relationship and makes your customers feel they are valued immensely. To use this method effectively, only contact customers at appropriate times. Studies have shown that customers are more likely to respond between 8 am and 9 am and between 4 pm and 5 pm. The absolute worst time to call is at lunchtime, between 1 pm and 2 pm.
4. Social Media Tools
An invaluable resource and powerful marketing tool for monitoring and obtaining customer feedback through social media platforms Facebook, Twitter, LinkedIn, etc. You can use a variety of tools like HootSuite, Klout and Social Mention which are available to help you in “social listening,” or gathering conversations on social media about a brand. Some tools also help to monitor the social presence of your competitors. For some people, social media (Twitter, Instagram, Facebook…) is their go-to for complaints, questions, or compliments. Regularly monitoring all your social media touchpoints, and responding to your customers on these channels is important. Social listening provides a great opportunity for you to improve your customer experience, engage with your customers, build your relationship with them, get raw feedback and quickly respond to any questions or complaints from your customers.
5. Live Chat
According to a survey, 44% of online shoppers feel that a live chat where they can ask questions when they are shopping online is the best feature any website can have. Customer feedback is about being flexible and providing a medium that customers are comfortable using. Studies have shown that your customers do use live chat, with
finding that 90% consider live chat helpful. Live chat can address many issues, it can help customers who are unable to locate the items they seek or answer questions about availability, payment, shipping, etc. Chat support can help a company get closer to its customers by better understanding how to enhance your customers experience by being readily available to answer any questions, comments, or grievances at the exact moment they have one? Live chat improves your response time, adds value to your customer’s, and is easy to implement.
You don't, however, have to provide 24-hour support. If your team is small, you can provide an alternative contact form to be filled when you are unavailable.
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