How does your business use customer feedback to improve its operations?
In a recent survey, 95 percent of people said that accessing current customer data is the biggest obstacle to reaching marketing success. Customer feedback is important for several reasons. For one, it provides insight into how your brand performs with its target market. If it’s mostly negative, you know there’s much-needed room for improvement.
Customer feedback is also vital because it allows you to streamline your current marketing strategies and only take the most necessary actions. Your customers have nothing to lose by sharing their honest thoughts and opinions about where your brand can improve. You can use this information to improve all areas of your business and achieve your marketing goals.
Let’s look at three ways you can use customer feedback to improve your business.
1. Improve customer support
When your customers offer their feedback, it’s an opportunity for you and your team to make changes that will benefit your business. You can use the advice they give to generate more sales, grow your email list, build brand awareness, and more, depending on what you want to achieve.
First, you need a way for visitors and customers to leave their feedback. Create a customer survey form that gathers thoughts from your audience about your brand. Optimize all forms on your website to ensure visitors fill them out from top to bottom and submit them with ease.
Consider implementing live chat on your website so users receive instant support. Provide omnichannel support that offers customer service through various channels, such as social media and email. That way, you know you’re tending to users’ needs no matter where they interact with your brand.
Personalize the experience by using customers’ names and keeping records of their inquiries, requests, and suggestions. The more information you collect, the better you’ll be able to solve their problems and provide quick solutions.
2. Streamline the user experience
Improving the user experience (UX) is about more than creating a website that’s pretty to look at. While aesthetics are important to grab visitors’ attention, it’s just as crucial to design a website that’s easy for users to navigate, leads them where they need to go, and works across multiple devices.
You’ve likely scoured a website with poor design before. Perhaps it took ages for one webpage to load or it was challenging to find a navigation bar so you could browse further. Whatever the case may be, it’s vital that your website’s design caters to users’ needs and answers their questions.
Here are a few tips to streamline the UX for your visitors:
- Compress images
- Regularly test your site speed
- Incorporate plenty of white space
- Optimize for mobile users
- Use the appropriate headings and subheadings
3. Update your products and services
The more feedback you receive, the bigger a picture you get of what’s working for your business and what’s not. If you repeatedly receive the same complaints, issues, or errors, it might be a good idea to make some changes. Your customers can offer you their thoughts on your products and services so you know what needs a change and what’s working.
Use both negative and positive comments to update your products and services. If customers enjoy your website’s seamless checkout process, use it as a reminder to continue that process in the future. If they consistently complain about your lack of detailed product descriptions, then fix that issue so they have more information.
Even the negative feedback you receive is positive because it helps you refine your business to serve its customers better and generate more sales. There’s always something new to learn from your target audience. If you take their criticisms in stride, it’ll help you build a better brand for the future.
To run a successful business, it’s imperative to listen to the feedback your website visitors and customers provide. The information, both positive and negative, helps you streamline your marketing strategies, optimize your website, provide stellar customer support, and improve your products and services. What your customers say about your brand determines how well it performs, so if you use their feedback constructively, you’re guaranteed to see positive, fruitful results. How will you improve your business with the help of customer feedback?