Building a solid customer base is essential because it can bring you more sales than any marketing campaign. But having dissatisfied customers can cost you more than just sales. So how do you keep up with ever-changing customer expectations?
The answer is simple — by asking them or by getting effective customer feedback.
Customer feedback is one of the easiest ways to gain insights into things that matter to your audience. It can help you find what customers like or dislike about you or your brand.
According to reports, “77% of consumers view brands more favorably if they seek out and apply customer feedback”.
Collecting customer feedback may seem straightforward. Here are a few tips and best practices for customer feedback that can help you leverage it for business growth and customer satisfaction.
1. Define your objectives from the beginning
Setting clear objectives at the start of your feedback process will help you narrow down your focus. It’s easy to go overboard and learn everything your customers say about your brand. This can lead to a lengthy process, requiring you to comb through all your data to identify patterns.
Identifying your needs early on can help you avoid this. What do you specifically want from your customer base? Find your touchpoint and frame your customer surveys around it.
2. Collect feedback across several channels
The process of collecting effective customer feedback is easier than ever. The internet and social media have taken surveys beyond the traditional phone call. From mobile apps to pop-ups on social media, you can turn any platform into your survey channel to gain broader insights from your customer base.
In-app surveys can help you drill down on specific usability issues, while website popups can help you get a real-time view of the overall customer experience.
3. Categorize your feedback accordingly
How do you categorize customer feedback collected across multiple channels? The best way is to organize your data into two buckets — support and product feedback.
“Studies have consistently shown that customers may leave a brand they love after having a single bad experience”.
Your product team can learn of technical problems immediately and fix them so customers can access a feature or product that they are missing. You may also get feature requests from your customers, which will help you identify areas of improvement or things that you can add to provide a better customer experience.
4. Use feedback for brainstorming
Your customer base is an untapped source — they likely have a lot of great ideas to improve your product or service. You can use their feedback for internal brainstorming to develop a customer-centric culture across your company and get new product and service ideas.
Request a demo from Dropthought today
Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create engaging and delightful experiences for customers across their journey. Get detailed analysis and insights from data to know what your customers think and what actions you need to take to keep them happy.
With a dedicated customer success team, we would ensure that you’re optimizing your Customer Experience programs and strategies to create great experiences.
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