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Feedback helps you to find shortfalls so getting customers feedback is an integral part of every business.
Did you know that 70% of the customer’s actions are based on how they feel treated? In fact, 55% of customers can spend more money with a company that satisfies their needs and wants.
What do these statics tell you as a businessman or the owner of a company?
This shows that getting feedback from your customers can help you to know how to serve them in the best way possible.
Well, sometimes people think that website analyzation is an effective way to gain insights into customers’ likes and dislikes. But what if you could just ask them and get the answer from the horse’s mouth? Don’t you think you can get the correct and accurate customer feedback?
Of course, that’s the best and most effective way. But again, this becomes a challenge considering that customers think it’s your responsibilities to know how to serve them well. That means not all will be willing to give feedback.
Another problem is that customers also have busy schedules and won’t have the time to give feedback on our products or services. Some customers will get skeptical of the questions you are asking in your surveys so they may fail to give honest answers.
So, how do you get feedback from your customers without experiencing challenges?
In this article, you will learn the ten best ways you can obtain customer feedback as shared by Catherine Mathews of nerdy writers an essay writing service provider.
But before that….
Why Is Customer Feedback Important to Your Business?
Usually, customers will be more than willing to share feedback when the experience is really bad. Some will just stop doing business with you completely. Therefore, not getting feedback from your business can cost you big time.
With studies showing that each unhappy customer shares their experience with 8 to 10 others. This can mean a huge loss to your business. And with the huge social media usage, negative feedback can spread like wildfires and hence damage the reputation of your brand.
Here are some reasons why customer feedback is important to your business.
- Helps to Improve Products or Services
Usually before introducing a product or service you conduct a needs assessment and market research to know whether there is a huge demand for the product you are introducing to the market. But unless customers use the products or services, you will not be able to know the flaws of the products. In addition to that customers’ needs change with time.
Collecting customer feedback will help you understand whether there is something to improve or to change the products completely.
- Collecting Customer Feedback Makes Them Feel Valued
When you ask them to give feedback you are showing them that you value what they have to say about your products or services. This way, they feel involved in shaping your business and they will be more than eager to do business with you.
- Contributes to Customer Retention
Collecting customer feedback makes you have direct communication with your customers so you can know if they are not satisfied with your products or services earlier before you lose them. Note that it’s not easy to change something that you are not sure whether it’s bad or good.
Once your customers are happy, they will definitely come to buy from you again.
That said, let’s get into the meat of this article: 10 Ways to Get Feedback from Your Customers.
1. Get Customer Feedback By Use of Follow-up Email
Email is an effective way to acquire new customers than social media. Also, 72% of customers prefer to receive product promotions through email while 17% of them prefer social media.
What do these numbers tell you about email?
This shows that email is a powerful method to get customer feedback.
Usually, you send emails to customers once they have bought your products or services. For those who have bought products online or have stayed in hotels must have received an email requesting you to provide feedback about your experience.
You can use the available products to automate the process of sending emails to your customers to ensure a streamlined process.
[ Recommended: How to Get Feedback? ]
2. Collect Customer Feedback Using Social Media Channels
In this day and era, almost everyone has a social media account and your customers too, are on social media.
Social media channels including Facebook, Twitter, and LinkedIn are very efficient and inexpensive when it comes to communicating and targeting of your prospective customers.
Customers are already contributing views in various communities on Facebook or other channels. The good thing? It costs you nothing to join their conversations.
Use these avenues to get feedback. You can send customers direct messages or reply to their comments to know how they feel about your brand.
Another good thing is that there are plenty of tools that help in social listening so you can know what people are saying about your company so you can respond to any concern they are talking about.
3. Get Customer Feedback Via Live Chat Support
A survey has shown that 44% of customers are happy to buy from an eCommerce store with proactive live chat support.
Live chat will not only help you to get feedback but will also help customers who want to buy something from you but they don’t know where to get it.
Chat support will also get you closer to your customers by understanding what they need and what problems they are facing.
But you must make your online chat proactive. For instance, you can set the chat window to appear after a few seconds once the customer has landed on your page.
If you have ever visited a webpage and after some few seconds a window pops up on the bottom right-hand side of the window, you know what it means to have a proactive live chat.
4. Get Customer Feedback By Calling them
This is not only an effective way to get feedback from your customers but is also a personalized approach. In fact, it is one of the best methods if you want to get the best responses. You get a firsthand response straight from the horse’s mouth.
5. Collect Feedback From Your Customers Via Polls
The good thing about polls is that they are easy to use. You can conduct polls on social media channels, on your website or via emails. There are plenty of survey tools designed for just that purpose including. Polls are handy methods when you want to make important business decisions.
6. Show Customer Feedback
Including customer feedback on your eCommerce website is advantageous in many ways. It makes customers who have provided feedback feel more valued, it will also motivate others to do the same with a feeling that you will also address it.
A survey has shown that customers are motivated by other customers’ behaviors. That means when they see others leaving feedback, they will also do the same.
But you must ensure to display genuine reviews. Check example on boom essays reviews.
Some businesses are using fake reviews which could hurt your business badly.
7. Use SMS Surveys
Today almost everyone owns a phone. Therefore, you can use SMS surveys to get feedback from your customers. In fact, research has shown that SMSs have a higher open rate than email.
Do you think interviews are only exclusive to market research firms? Think again.
You can interview your frequent customers to get their views and opinions. They are your partners. You just need to single out a number of customers and contact them asking them to give feedback.
9. Offer a Reward for Feedback
Your customers are busy and that means they will have to stop what they are doing to engage you. You can give an incentive in return for customers who will participate. You don’t have to use money. You can use products or services as incentives.
10. Get After-Purchase Feedback
It’s important to ask feedback about the purchasing experience on your site. You can display a popup after a customer buys from you.
Ask Feedback When Customer Abandons His Cart
A survey has shown that eCommerce stores get an abandonment rate or at least 68%. This is the appropriate time to ask for customer feedback. Displaying a popup box asking why the customer did not complete the purchase can help to improve conversions.
You can get creative and use multiple choice options for customers to share reasons why they did not proceed to check out. This way, you will know the exact reason why the customer did not proceed to check out.
Getting feedback from your customers need to be an important part of your business undertakings. Whether positive or negative feedback, all are equally crucial for the progress of your business.
The good thing is that there are plenty of tools to use and most of them are free. Collecting feedback will help you acquire more customers and retain them. You will also be in a position to know whether your business is heading in the right direction or not.
So, experiment with the techniques we have shared in this article and see if you can get good results by using them independently or as a combination.
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