We have heard time to time again “customer is the king” and that is rightfully so. Businesses create products/services for the customers to buy and businesses make profit off it while the customer savors whatever is that they purchased. There is an intangible hierarchy that’s present.
Naturally when customers make a purchase they tend to develop a notion or an impression from the get go. Literally from the moment they land on the website to making the order and having a follow up about the order status.
Customer feedback is like an influx of ideas for product development. When it comes to sustaining and growing your business, it’s highly crucial to listen to your customers because at the end of the day they are the ones who are keeping your business intact through sales.
Ways To Incorporate Customer Feedback In Business-
Proactive Solutions
Products aren’t invincible and they tend to break down, come in faulty and you can have options on your website for feedback. Let’s take Amazon for an example, manufacturers and businesses can go read the reviews and if any negative one comes up, they can jump in there and provide assistance. This goes a long way in building credibility and customer retention.
Innovation
Innovation is simply generating new ideas and when you take tons of customers’ two cents, you get an abundance of ideas in a pool which can be created into reports which can further act as a source of product generation.
Usage Of Feedback For Marketing
It is no brainer that customers check product reviews before pressing that add to cart button and the most splendid reviews yet genuine as credibility is paramount, can be used in marketing campaigns which puts a positive affirmation in leads’ minds that “yes this product seems good, tons of people have confirmed it”.
How Businesses Can Collect Feedback-
Surveys
Survey is one of the oldest and most used methods where you send customers a certain set of questions and depending on the format customers can respond accordingly.
On Site Analytics
This is an indirect way of collecting feedback. Companies can make reports and collect data regarding customers' behavior on the website. Supposing the amount of time spent on the website, product gaining highest/lowest sales, usage of live chat service etc. These analytics can further act as a guidance for future/present strategies.
Social Media
Social media platforms are an excellent way not just to promote the products but also to get feedback. Taking the simplest example of Instagram Stories, there’s options where you can conduct polls by asking questions with 2 options and the users just need to choose by one click and at the end of 24 hour maturity of the story you can see which option got more votes.
Widgets
Businesses can have widgets built on the website itself where customers can provide their insights instantly.
How to create a customer feedback strategy-
It is important to have a certain direction on building a sound strategy revolving around how the feedback is to be collected and what is to be done with it.
Qualitative vs Quantitative Feedback
The company needs to be set on what they are looking for. It can be either just a few people providing deep inputs or tons of people providing vague ones or it can be both hence it needs to be clear what they want out of the feedback.
Social Media Analytics
Regardless of what social media platform companies use to promote their product, every platform provides insights on the activity and also easy to track customer feedback options which come in handy.
Regulating CSAT Score
CSAT stands for “Customer Satisfaction Score” and it’s a measurement of customers’ satisfaction. They can give insights on how they feel with just one click/interaction. It goes from “highly satisfied to highly unsatisfied”.
Categorizing The Feedback
Segmenting the feedback according to their nature and insights can help companies build clear cut strategies and product innovation. Customers are always speaking, companies need to liste, not just hear.
Why Customers’ Feedback Is Important-
True Insights
Nobody other than customers can provide sincere inputs for the products because at the end of the day they got nothing to lose and if they are a long term customer they want the business to make sure the quality remains intact.
Consistent Tab On Customer Satisfaction
Collecting feedback on a consistent basis gives companies a clear idea on how they are doing and how they are customers’ are feeling about their products/services.
Room For Improvement
At the end of the day it’s the customers who use the product and they can provide the hands on opinion and that's a big plus for product development. The more feedback, the better and diverse opinions.
Analyzing and acting on customer feedback is paramount when it comes to customer retention and growth as it shows them companies are listening. Like said earlier, customers are always speaking, companies need to listen and act, not just hear.
At KaptureCRM, we provide Customer/Management Support System through an Integrated Service Desk optimised for BFSI and also a platform which stays up to date and evolves with any policy changes. Furthermore, we have Kapture One Suite which is a CRM software
consisting of “Contact Center”, “Live Chat”, “Field Force”, “Self Serve”, “KMS” & “LMS” and Sales solution which helps in creating a precise system for tracking and converting leads.
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