In business, it is common knowledge that customers are essential for success. Unsatisfied clients can leave bad reviews that deter potential clients from using your services or buying your products. On the other hand, a happy client can leave reviews that convince many others to come to your business. A satisfied customer is more likely to become a repeat customer. They are also more likely to recommend a service or company to their family and friends, too. For this reason, and many more, it is highly important to create a great customer experience and make improvements based on their feedback.
Feedback requires additional time and effort for the customer, so to get this feedback, you will want to make the process easy. A customer experience platform can help achieve this. Keep the questions simple and short and always thank the customers for their time. Focus on the entire customer experience, what improvements can be made and strive to implement the feasible changes that make sense for the company as a whole. You want to hear good feedback, not just the negative feedback and complaints, so by making access easy for all customers and by reminding customers to complete the feedback, you can increase your chances of getting quality feedback from your customers.
A follow-up email for input can be one way to get feedback. An automated email blast can be set up to be sent out in a predetermined period of time after a purchase has been completed. A second email can be sent to those who did not respond to the first email with the hopes of increasing the response rate. The email can be open-ended questions for the customer or a link to a survey. Simple is best in these cases, as most people do not want to spend a lot of their time completing this answer. The longer or more demanding your response form is, the less likely people are to participate. Text links are a convenient and quick way to get input too, so if the customer has opted in to text notifications, the company may want to consider sending texts for feedback. Feedback surveys that are online with easily accessible links will increase the chances of receiving quality input from the customer base.
One way to increase response is to offer an incentive for those who participate. This can be a discount for future service, an included free gift or gift card. There are numerous possibilities depending on what your company offers. People love incentives and discounts, so this is a great way to get feedback from customers. You could, for example, gather feedback after a stay at Courtyard by Marriott Fort Lauderdale and then categorize responses to see what the popular answers are.
- Social Media
Social media is very popular. The use of these platforms can help you to engage with customers in a quick, easy manner. Create business accounts on these platforms, post regularly and respond to comments from other users. Remember that not all posts will be positive, so remain professional and helpful no matter what some individuals may comment. This can be a great outlet to address concerns, receive praise and answer questions for potential customers who want to learn more about your products or services. Plus, it’s a useful tool for building brand awareness, engaging new clients or current ones and spreading the word to increase following.
Happy customers can drive new business to you. However, sometimes you can’t fix things you aren’t aware of, so feedback is essential for improvement and growth. In a business, it is helpful to know what customers like and dislike. There will always be mixed reviews, so take poor ones with a grain of salt, but remain professional and helpful in all replies, no matter if the feedback is positive or negative. Lastly, do not be afraid to ask for feedback, incentivize for complete feedback and use the feedback to improve the customer experience.
Publish Date: May 13, 2022 4:35 PM