Collecting and using customer feedback is one of the most important things you can do to boost your chances of business success. In fact, raising your customer retention rate by just 5% can increase your profits by 25%-95%. Using customer feedback in marketing is a great way to improve the customer experience. Not only will this keep them coming back repeatedly, but people will be more likely to talk about your brand with their friends and family. In this article, we’ll look at how to use customer feedback to improve your business and the best ways to collect that information.
Why Customer Feedback is Important
Customer feedback helps you know what you’re doing right and enables you to figure out what you need to improve upon. It helps you identify what you’re doing that your customers love and what keeps them coming back. Be sure to follow up with people after they’ve given you some helpful feedback. Let them know you appreciate their time and that you’re taking their advice. People want to feel heard, and doing this will further improve the customer experience.
You can also use positive customer testimonials on your website to attract new business. Putting authentic reviews front and center is the most effective way to convince people to give you their hard-earned money. Potential customers trust the reviews of other people more than what you put on your website. It’s essential to put those across different areas of your website or app and make them easy to see.
How to Collect Customer Feedback
Simple answer, just ask. However, how you ask for feedback will impact how much of a response you get from your customers. There are several different ways to ask your customers for feedback. If you have a large and active social media following, you can post surveys there. However, that isn’t always an option in every market. Figure out which platforms your customers use the most, whether it be email, Facebook, Instagram, or some other option. You can also offer a small discount to people who fill out an emailed survey to motivate them to tell you how they feel.
What to Do With the Feedback
Once you get the feedback you’re looking for, it’s time to put it into action. Take some time to sort and organize the feedback into categories. It can be helpful to use CRM software for this part. Good and bad, website or app issues, things like that. If you get negative feedback, acting on it as quickly as possible is important. Some things, like broken links on your website, are quick and easy fixes. If there are more extensive, overarching issues, that’s okay. Be upfront with your customers about the issue and what you’re doing to resolve it. Keep them updated on the steps you’re taking to fix it.
Customer feedback is a priceless asset for any marketing agency. It provides you with a deeper understanding of your audience, helps you identify strengths and weaknesses, and builds trust and loyalty. By collecting feedback through various channels and taking action on it, you can refine your marketing strategies and stay ahead of the competition. Remember, customer feedback isn't just about listening; it's about actively using it to drive positive change in your business.