Every company needs to gather customer feedback. There are many reasons why this feedback is important. Of course, the number one reason for gathering feedback from customers is to find out what they want, need and desire. Here are a few more reasons why you should be doing this:
Customers can help you figure out what the next product you will develop should be. With the right customer feedback, you will know how to improve products and what your target market is looking for. This works across all industries and asking customers for input can certainly make a difference.
Some of the best ideas will come from customers providing answers to a short survey or providing comments in a review online. You can find out what type of complimentary product you need or how to improve in the next version.
Just something as simple as asking a customer how they found your brand can make a world of difference. If they found you online through a search, you can ask what query they used as well.
This information can help you pinpoint the marketing which is working and invest more into it. If you find an overwhelming number of customers finding you through one marketing channel and barely any through another, this can be reflected in how you spend your marketing dollars.
Spot Company Improvements
Feedback from customers can also help with the development of the sales process and customer service. If you want to improve in these areas, customer feedback is crucial.
After every customer service call, a short survey can help you spot the issues and weaknesses. The same goes for dealing with the sales process and you can learn where the company can improve from customer feedback.
The best customer feedback comes in the form of testimonials. This type of feedback allows you to use it in marketing materials, on your website and in other ways to help other customers see your track record.
Positive testimonials can help you gain new customers by providing a trust factor they desperately need. When another customer vouches for your product or service, it automatically adds to your credibility.
Ways to Gather Feedback
There are several reasons why customer feedback is important, but how do you go about gathering it? Some of the best techniques include:
- Email or Contact Forms
- Usability Tests
- Exploratory Interviews
- Social Media
- Website Analytics
- Comment Boxes
The easier you make it for customers to leave feedback, the more likely they will. Using email is one of the best ways to ensure a fast response and you can even get a customer to leave a review online for your company, product or service.
Make sure you are doing everything you can to gather customer feedback. The more customers willing to provide you with necessary feedback, the better. This will allow you to develop new products, improve existing products, market better and much more. Just remember to make leaving feedback for products and services very easy for customers.