Obtaining information about your customers is a vital aspect of improving business efficiency and sales performance. This useful information about who purchases from you and what their shopping habits are can help to develop succinct processes in your company. It also provides invaluable feedback on what they think of your customer service and product delivery so you can use this to continually improve your offering. No business should ever be static in the market and listening to your customers is the only way that you will be able to move forward successfully. So if you’re looking for ways to get the most out of your customer information, check out these top ways to gain that all-important feedback.
Automating feedback forms
Once a customer has purchased from you, making feedback part of the process can help build a helpful insight into how well your company performed and whether it met the needs of your customer. Whether you sell face-to-face, online or by telephone, there are several ways in which you can get this feedback into the closing point of the sale. Create a platform where people can leave feedback after the purchase. Encouraging customers to fill out a form or offer some comments in an online forum could also help build a picture of the overall service. Identifying customer behavior on your website is another way to track your business performance as a whole, so as well as providing feedback forms you should consider the practices of business analytics to get an idea of how you can drive your business forward.
There is nothing more frustrating for customers than talking to a machine or automated voice. By giving your brand a personality and a point of contact for feedback and complaints, your audience will feel like they can openly chat with you about their experiences. If you present barriers for this type of engagement, it can lead to many more negative comments about you than necessary. You don’t want to give customers a reason to complain especially if their grievance was minor, as this can quickly escalate if not handled with care.
Use social media
Everyone is one social media, and it is one of the most popular places to leave feedback about companies (both positive and negative). Using these platforms to interact with people in real time offers a personable approach to customer service and provides your customer with peace of mind that their feedback is taken onboard. Although you won’t be able to handle sensitive information via this communication, it enables you to give the consumer relevant information should they wish to discuss matters in more depth.
If you have a database to send email campaigns to customers, some may also be open to receiving surveys to fill in on their experience with your company. The questions you ask your customer should be succinct and informative to enable full use of the data. It’s also essential to keep the number of questions to a minimum as having too much to answer will overwhelm people, and they’ll fail to complete the entire survey.
Feedback is not only useful from an insider point of view, but it can also be helpful to potential customers looking to buy from you. If you display your feedback rating, this can give people an idea of the level of service they may receive. Including snippets of comments is also a great idea, as although reading a rating can help, looking at real experiences can seal the deal. You can opt to display feedback on your website, plus you can also utilize external platforms such as Facebook and Google to support your business.
Incorporating an online chat form on your website gives customers a chance to ask questions in real time. Most people feel more comfortable using this type of communication rather than picking up the phone, so this type of engagement can help to improve your sales figures and customer retention rates. These forms also have a handy use for recording patterns in questions and queries that customers might have. Once these have been spotted, it can be easier to make modifications to areas in the business that have been highlighted by your customer base. The advancements in this technology are also ideal for proactively encouraging people to interact, as if someone has been static on a webpage for a few minutes they could be struggling to make a decision, and a little pop might help to answer their queries and convert the deal.
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