Have you ever wondered what the most important thing is for a business to survive and thrive in its targeted market? It’s none other than the support and presence of a loyal customer base. Yes, you heard it right: customer satisfaction with your brand is the only way for your business to expand. It would not be wrong to say that your customer is your greatest asset and your whole company depends on it for success.
So, if your company is struggling, it’s probably because you are unable to retain your customers. Your product could be of excellent quality and have the potential to be in customers’ good books, but your inability to get real-time customer feedback may be becoming a stumbling block to your business’s success.
Now, what can you do to get your customers’ reviews? Worry not. UnityDiv has written a whole blog to help you address this issue. But before that, let’s first know what customer feedback is and why it is important.
What is Customer Feedback?
Customer feedback is your buyers’ reviews, opinions, and suggestions on the products you are selling in the market. Under it, your customer may give the following:
- Satisfaction level with the product
- Concerns regarding the effectiveness of the product
- Suggestions regarding possible improvement in the product
- Insights on how the product helped them in achieving their desired objective
Customer Feedback Importance
According to the Harvard Business Report, companies that rely on customer feedback for making decisions have more chances of achieving sustainable growth. Let’s know why so.
- Customer suggestions regarding possible improvements to the product help companies innovate their products to satisfy customer needs and preferences.
- According to the PwC report, 32% of customers will stop buying products from those companies where they have a negative experience for once. Here, listening to customer negative feedback becomes really important to mitigate their concerns.
- According to Forbes, 77% of customers who have had a good customer experience with a particular brand advocate that brand to their family and friends, contributing to the brand’s expansion of customer base.
- Good customer feedback management helps brands reduce churn rates considerably. According to research by Bain & Company, increasing the customer retention rate by just 5% can lead to a 25% to 95% increase in profits. This shows the importance of customer feedback in reducing customer concerns and improving retention rates.
Ways to Collect Customer Feedback
There are several types of customer feedback that your company can work on:
Surveys
A survey works best when it comes to collecting customer feedback. They are individualized and highly focused in their orientation. Plus, you can even use a range of metrics and scales to get information- be it negative or positive- from your customers. The methods include:
- Multi-choice questions
- Pop-ups
- Rating scale, etc.
Email Request
According to Titan’s statistics, 87% of brands consider email marketing crucial for increasing their business’s productivity. Your company can also use emails to automate the process of getting customer feedback. What’s more? You can even attach a link to a survey within your email.
In-App Feedback
If your company has an app, you can collect customer feedback (their real-time experiences, suggestions, and valuable comments) there, too, using in-app forms or prompts. Now, where can you include in-app feedback? You can integrate the customer feedback form at strategy points like:
- The opening interface of your app
- When your user is closing the app
- When your user clicks on a new feature
Note: You must make the feedback forms easily accessible and intuitively navigable for users to engage with them.
Feedback through Social Media Channels
Suppose you encountered a profile of a clothing brand while scrolling through the feeds. You loved their products and wanted to buy from them, too. But before that, you want to check the brand’s credibility. Most definitely, you will open the review section and check the customer feedback on their social profiles. Now, that’s how important the role of getting customer feedback on your business’s social media channels is.
Customers Interviews
Customer interviews are a qualitative way of getting feedback from buyers through one-on-one conversations. They are one way of learning about customer experiences, concerns, and suggestions. Now, how can customer interviews be conducted?
- On phone
- Via Video calls
- By inviting them at your company’s on-site location for a personalized interview
Other Ways to Collect Customer Feedback
- When your product is in the early stages of development, you can select a certain number of users to test it. This is usability testing, and it helps you get feedback from the specific user of choice, improving the quality of your product or service by getting usability issues (if there are any).
- Your customer support service team’s live chats can also help acquire data regarding customer feedback.
- Online reviews and ratings will help you know your customer sentiments and improve your online reputation accordingly.
- Online polls are the most engaging way of gaining insights into customer opinions, interests, and preferences. This method is time-efficient and convenient for customers, helping you collect more data.
Final Thoughts
By now, you must have understood the importance of collecting real-time customer feedback. If you want to know more or are interested in ways of improving your customer experience, contact UnityDiv now—one of the top-notch digital marketing agencies in the market. Our professionals know the art of managing and enhancing the digital persona of any brand really well.
Get in touch with us to get the best quote!
