6 Benefits of Customer Feedback Solutions
Giving your 100% to a business is just not enough. You always need to know if the product or service you are providing satisfies your customers. There is always a chance that your product or service needs some improvement. Your customers are the only ones to get you honest feedback. Here are 6 benefits of customer feedback solutions that can create a difference to your business:
1. Improve Products and Services
Customer needs are supreme when it comes to designing a product or solution. Repeat customers are the main goal for any business and that is only possible if the products or solutions are continuously improved.
Customers don’t mind switching to a different brand unless you improve your service or offer a better deal. Customer feedback is the only way that helps you understand what customers want.
As Peter Drucker puts it “ What gets measured gets improved ”.
2. Building Brand Loyalty and Customer Retention
Customers remember when you value their opinion. They feel more important and involved. This triggers their need and they keep buying from you considering the fact that you are improving! Measuring Customer Feedback will help you improve your products/services and keep your customers loyal.
3. Better Customer Journey Mapping
Customer journey is very specific to the physical experiences your customers have. Thus, the best way to understand customers’ journeys is by asking them i.e feedback through surveys, questionnaires, survey on tablet etc.
It helps to identify gaps between what a business thinks it is delivering and what a customer actually experiences.
Customer feedback is one of the most reliable sources for tangible data that further can be used in taking business decisions. Customer insights will help you understand their needs more profoundly. Study their suggestions to find out where you should allocate your funds to get the highest return in terms of customer satisfaction.
4. Working on Negative Feedback
Scared of getting negative reviews on your service? Don’t be. A research says only 11% of consumers would consider buying from a company again after a bad experience and almost half would actively warn others.
So if you are going to improve your product or service and conduct timely tests and experiments then there is always a 100% chance that your happy customers will actually recommend you to others. It will automatically turn your discontented customers to routine buyers.
5. Reliable Source of Information for New Customers
Surveys conducted by the company itself is the most preferred source of information for a potential customer to review before purchasing a product.
Another very common way of doing this are the reviews collected through social media.
For instance, when you want to buy new shoes you ask for reviews on Facebook or go to a trustworthy blog to read a review. That means you should clear out any loopholes in your service and provide them to their satisfaction and make sure that your clients have an easy access to opinions and reviews.
6. Customer Support in Action
The right opportunity to build your brand comes up once the product is sold. What a customer wants is that their purchased product should work without fail. In case it fails then your support team should be readily available. Getting customer feedback on the level of service they receive from you will help you improve and build your brand.
$1.6 trillion is lost by companies in the United States alone due to customers switching as a result of poor customer service. Customer Feedback here plays a vital role in order to improve support and increase productivity.
Thus the importance of customer feedback can not be neglected in the long run. Most common way of conducting a survey these days is Questionnaires, Survey on tablet, Comment cards etc.
Benefits of Customer Feedback will empower you with the right information to keep your customers involved and make them feel special.