In this article, we are going to go over the main points of collecting Customer Feedback, why it matters to your business to hone in your customer satisfaction, and finally, answer our main question: why most of you are not doing it properly.
A bit of context
I want anything but swamping you with data and statistics, but we all agree that some figures to introduce our topic won’t hurt.
So, did you know that..
- A typical business hears from 4% of it’s dissatisfied customers. Source: “Understanding Customers” by Ruby Newell-Legner
- 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011
- It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner
- News of bad customer service reaches more than twice as many ears as praise for a good service experience. Source: White House Office of Consumer Affairs
- It is 6–7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs
It takes 12 positive experiences to make up for one unresolved negative experience.
That was a really quick overview, we won’t go into the nitty-gritty here. Our topic is therefore completely backed by real data, let’s get down to work now.
Understand your customers’ needs
The barebones of any business? Get a grasp over what your customers need, and why they need it. Whether you’re product is a pain-killer (solving an obvious need) or a vitamine (appeal to users’ emotional), you have to adopt a lean stance, and make sure you have that hyped product-market fit.
For the most sharp-sighted, we are referring here to this book: Hooked: How to Build Habit-Forming Products — by Nir Eyal.
Then, once you got those initial feedback and those first customers, what happens if you fail to provide the right customer experience?
Simple. Customers will be upset. And the data speaks for itself…🙃
However, by measuring your customer satisfaction and strengthening the relationships, you get happier customers that will simply talk about your product and help your business thrive.
Beyond that, those feedback will also give you access to new hidden and nifty features or improvements you haven’t thought of.
Effective feedback, both positive and negative, is very helpful. Feedback is valuable information that will be used to make important decisions. Top performing companies are top performing companies because they consistently search for ways to make their best even better.
Are you proud of your overall answers ratio?
Have you ever wondered why you’re not getting that much results? Why are some customers just dropping off your survey and not making it through?
Well, there is one simple answer: they most often don’t feel the value and what they would get in return. 🧐
That’s why you must make sure to value your customers. They give you time (and energy) to provide feedback, but what are you giving them back?
That’s where our recommendations come into play: implement your own reward program and show your customers how much they’re worth to you.
You will simply get more results by luring the customers with a catchy reward. You win, they win, as simple as that!
That’s why we built Feedier, the next generation feedback software. Craft an enjoyable experience for your customers, and start understanding them with valuable and actionable feedback now. 🚀
Whether you want to reach out by Email, SMS, Facebook or a widget on your website, we have crafted the integration and it’s ready to be consumed.
But, that’s not all…
How do you go about re-engaging with them?
They made it all the way through the survey and finally got a reward — staggering. The customer is just mind-blown and thrilled. 😁
How about engaging further with him?
You could simply urge him to give you a nice review on your marketplace, drop you a Google review, or simply just ask for his email address for further marketing actions.
And, what other critics would you made regarding the current paradigm?
First of all, there is clearly a lack of engagement and follow-up after the feedback has been given by the customer. You might collect email addresses, but it’s really scarce to see company engaging with the feedback giver. There is no real relationship that is being created.
Is the customer having a blast filling in his feedback? Clearly not... if anything, most surveys are old-school, lacking information about the different steps and timing. And, that’s the point, your customer have to be delighted and empowered if you want to get valuable feedback.
Finally, as the marketing guru, you then have to fend for yourself to pull out some data and draw conclusions.
That’s what we stand for with Feedier, giving you access to a top-notch reporting dashboard, giving you access to a keywords explorer, user analytics, timing data, and much more. Again, we want your business to thrive, and not you striving to get an idea of what your customers are expecting!
We hope this article has been helpful to anyone struggling to collect and rally up real feedback from real customers. Let’s discover the details of Feedier
Any question or feedback? Please leave a comment below, we will be delighted to chat up!