The online world has made it easier than ever to obtain customer feedback. From social media comments to post-checkout surveys, businesses can connect and learn from their customers 24/7.
What a business does with that feedback is what ultimately determines if and how it thrives. It is important that when user feedback is received, whether on a product or an experience, that the business spends time with it and gives it as much importance as they would other metrics like sales figures or productivity.
There are four key ways a business can get the most out of customer feedback, including identifying what their customer’s needs and emotions are, building trust and credibility, and creating a responsive business culture that customers will appreciate.
Identify Customer Needs
The first step to utilizing customer feedback is by letting it inform businesses about their customer’s needs. Every customer is unique and requires different things from a business, so it is incorrect to assume all customers of a single product are the same as this could drive them away.
The goal of most businesses is to serve their customers. However, if they aren’t providing those customers with products or services that fit the needs of their lifestyles, customers will seek out other brands to fulfil those needs.
It is incredibly important that any user feedback received by a business is used to bolster customer satisfaction. As a bonus, if done correctly, this can lead to cross-selling opportunities and additional promotions that can boost sales.
Hone in on Customer Emotions and Behaviors
In a similar vein, user feedback can help businesses clarify the emotions and behaviours of their customers.
For starters, understanding how a customer feels about a brand or product can help determine what a business is doing right and where it could stand to improve. It also opens the door to attracting and retaining new customers regularly.
Customers make purchases for hundreds of reasons. Necessity, entertainment, boredom, self-improvement, and success are all examples of key motivators that, when properly understood, can be used by a business to forge a strong connection with a consumer.
Create a Caring, Responsive Culture
Businesses should make it a priority to establish a culture of responding and communicating with their customers to let them know that they are listening. Transparency is a must in today’s business world.
A business that consistently reaches out and requests feedback not only makes a customer feel valued, but it also helps give brands a face and a personality that can translate more easily to the idea that the business cares about what customers think and feel.
This doesn’t just apply to sending out the occasional survey for feedback. Replying to social media comments and concerns, hosting live Q&As, or featuring customer feedback on your website are great ways to connect with customers and achieve that transparency they’re looking for. This paints brands in a positive light, which will encourage increased brand awareness and sales.
Use It to Build Trust
Customers want to feel like their opinion and involvement matter, especially when it comes to products or businesses that they care about. Every interaction that shows a customer a business is listening and receptive to criticism can help foster a lasting relationship based on trust.
Ultimately, businesses that seek out user feedback are indicating to the customer that they want to improve or better serve them. By taking feedback seriously and working to implement it into day-to-day business, a business can cement its credibility and strengthen its reputation as a brand to be trusted.
The Takeaway
User feedback is a vital part of a successful business. Businesses can get the most out of this feedback by using it to help increase their credibility, foster trust in their brand, and identify who their customers are and what they need.
