Embracing customer feedback is a great move towards succeeding in business as it's associated with overwhelming benefits. And to achieve this, you must be able to collect all your customer's feedback and work towards solving their issues as soon as possible.
You can use the various customer convenient communication channels available through which your customers can give you feedback at any time. By the way, some customers don't always give their feedback, but you can proactively reach out to them and ask for their experiences with your business.
For example, 67% of customers say that bad experiences with a business are the reasons for churn, however, only 1 out of 26 unhappy customers makes an effort to complain. Thus, the rest just move on. So, you need to request for feedback from all your customers such that no customer's issue goes unresolved.
Here's why you need to focus on customer feedback:
Evaluates Support Team Performance
Customer comments help you to analyze and evaluate the performance of your customer support team. Here's what I mean: it provides you with information on how customers are satisfied with your support team's assistance. And helps you to identify any loopholes that need to be taken care of. Because the support team is your business's representative in the market and needs to portray a good picture that won't affect your reputation.
Look: A study by New Voice Media on the consequences of poor customer service reveals that 42% of customers are annoyed by a rude or unhelpful staff, 25% give up because of being put on hold and 25% are put off due to lack of staff knowledge.
So, with customer feedback, you have an opportunity to know how your support team is performing. More so, get to know which more skills to equip them with so as to optimize their performance.
Rates Customer Satisfaction
You might be having high sales volume, however, how many of your customers come back? Think about it, you might be having one time customers who purchase once and never return as they weren't satisfied with your product/service.
But you can embrace customer satisfaction surveys where your customers share their experiences with your products/services. These surveys can be sent through a link to your customers via email or SMS. Moreover, should be set with rating based questions that track how happy your customers are and their ideas on how you can improve on their experience.
Strengthens Your Brand Reputation
Receiving the voice your customers and solving their issues raised on time promotes your brand reputation in the market. Wondering how? Customers who are satisfied with your service spread the good news with others. And remember customers always trust words from fellow customers more that's why most of them consider online reviews on your business before dealing with you.
Look at this:
According to a study by Bright Local, 85% of total consumers trust online reviews like personal recommendations. And 73% of consumers develop trust for a business with positive reviews.
Promotes Cross-Selling and Up-Selling
The perfect time to sell more of your products/services to your customers is when they are happy with your business. Thus, it's favorable to always consult and engage with your customers by embracing their feedback. Why? Because this is how you can identify happy customers and those who aren't.
On the other hand, one of the ways to impress your unhappy customers is fixing their problems you've identified from the received feedback and you can sell more to them. As a matter of fact, according to Glance, 70% of your business's unhappy customers whose issues are solved are ready to shop with your business again.
Attracts New Customers
Customers who are satisfied with the way you handle feedback recommend others to your business. Recommendations through word of mouth help in your business's development yet cost nothing. Well, here's how: the cost of attracting new customers tends to be costly because according to the Harvard Business Review, it costs between 5 and 25 times more expensive than keeping current customers. However, customer recommendations make it easier for your business at no costs but only customer satisfaction.
Furthermore, visitors on your website whose issues are timely solved convert quickly to customers because of the satisfying experience.
Guides Leads Through Your Sales Funnel
Through lead feedback, you can easily guide them through your sales funnel. Their questions are quickly answered which helps your leads overcome objections until they close a sale. This prevents them from leaking out of the funnel which is a sign of more sales for your business.
Want to know the best part? Replying to their feedback and asking even for more inquiries from your leads, keeps them engaged in the sales funnel. This gives you an opportunity to resell to them more of your products/services even after making a purchase.
Enhances Improvement on Your Products and Services
Consistent market research on your products and services provides you with customer comments on your business. Let me explain: customers give you information on whether your products or services meet their expectations or where you need to make adjustments to fit their demands.
This information helps you to make adjustments to your products/services to meet the expectations of your customers, provide solutions to their problems and satisfy their needs. It's no wonder by doing so that you win a higher competitive edge in your industry.
You should be in a position to welcome both positive and negative feedback from your customers as it's good for assessing and improving your business's performance over time. But you should solve customer issues raised on time because it's the purpose why you ask for the feedback.
The best news is that with a customer service app, chances of receiving more feedback are high. Wondering why? It provides a mobile service option where your customers can send feedback through their mobile phones. And the majority of consumers today chose texting as their preferred channel of contacting your business. A strong reason why you should embrace it for your business communication.
Alex has founded Jitbit in 2005 and is a software engineer passionate about customer support. He holds a degree in computer science and is a Microsoft Certified Solution Developer