Many business owners see customer feedback as something to be avoided at all costs. However, customer feedback can be a valuable asset that helps businesses improve and grow. Effective customer feedback programs engage customers, encourage them to participate regularly, and provide real value to businesses.
Here are some tips on how to harness the power of customer feedback.
- Build Trust in Your Customers
If you want your customers to share their opinions with you, they must see you as a trustworthy source of information. This means accepting and responding to all types of feedback, both positive and negative.
- Make Feedback Easy to Provide
For feedback to be valuable, customers need to participate regularly. To accomplish this, make it easy for them to provide feedback. Get their email addresses, or try a mobile app that lets your customers offer feedback on the spot. You can also set up an online customer community and run polls and surveys to solicit responses.
- Utilize Social Media and Engage with Feedback
The more your customers talk about you, the more likely they are to give feedback. A simple way to encourage this is by using social media channels like Facebook and Twitter to communicate your brand’s personality.
Also, respond to feedback that’s posted online. This will help customers see you as approachable and responsive, which are two important qualities of any trustworthy source of information.
- Invite Feedback From the Start
Consider inviting feedback early in the customer decision-making process. For example, when your customers place an order for a product or service, give them two options: “contact us” and “feedback.” Encourage customers to contact you if they have questions about your product or service, but encourage them to provide feedback when unsatisfied with their order.
- Provide Useful Information in Your Feedback Campaign
The best way to incentivize customers to give feedback is by providing useful information or exclusive access to new features or products, or services that are worth more than the cost of participating.
The more you use feedback, the more you can enjoy the benefits of customer opinions to supercharge your products and services.