Naturally, in today’s competitive marketplace, companies must adapt to their customers’ service needs if they hope to gain repeat custom and secure profits. Of course to achieve this, companies must first know what their consumers require.
Giving customers the opportunity to provide feedback is not just an effective way to address complaints and overcome service issues, it also gives individuals a platform to suggest potential improvements firms may not have envisaged. Moreover, making the consumer feel their opinion is valued builds a closer relationship with your brand, fostering loyalty. These benefits offer a strong incentive for firms to take an active approach to seeking customer feedback.
The simplest way for a business to pursue this goal is often add a, “Tell us what you think,” response box to the brand website, matched with a physical suggestion box in store. This provides an immediate channel for shoppers to share their thoughts. Similarly, online surveys can be added to a brand’s website as a quick and valuable way to gain feedback, particularly on specific issues.
While both these methods represent useful tactics to gain insight, companies must also ensure they listen to what customers are already saying about the brand, particularly on social media and online review sites. Many individuals may not want to go directly to a company with their complaint, but by monitoring what’s being said on platforms like Twitter, Facebook and Yelp, businesses can easily identify common issues. This creates an opportunity to make changes to the brand’s service to prevent negative conversations in future.
For maximum efficiency, companies should look to combine comments from each of these various customer communication channels, collating feedback to paint a more comprehensive picture of how each consumer sees the brand.
Contact numero to learn more about how customer interaction management technology can enable brands to better understand consumers and provide more effective service.