A good leader is always looking for new ways to grow and expand their business. One way to ensure continued growth is by making, and keeping, customers happy. On average, every satisfied customer tells nine other people about their good experience with a company. That word of mouth marketing can do wonders for your bottom line, as people tend to place more stock in the advice of people they know personally.
Additionally, the probability of selling to an existing customer is 14 times higher than selling to a new customer. Keeping your customers happy means retaining them. Retaining customers means more sales in the long run. It seems like a no-brainer.
But how do you really know if your customers are happy? Do you know or are you just assuming? If you aren’t asking your customers for feedback then you don’t really know how they’re feeling. You may be able to make a pretty accurate guess based on sales numbers and other factors, but in order to keep a business growing and thriving guesswork isn’t enough.
Luckily, collecting customer feedback is easy. All you have to do is ask for it. The best companies will ask for feedback in multiple ways. They may use a pop-up survey on their website, with simple yes or no questions and a place for rating different aspects of their experience. Also, using third-party sites to collect and manage reviews provides an extra sense of credibility. Having a feedback button, an easy place to leave product and service reviews on your website, and a live chat option are other great ways to collect that customer feedback.
Once you’ve collected all of that informative customer feedback, whether positive or negative, it’s important to make sure it is actually being used. Consistently setting aside time to look through those reviews and ratings is essential. Make notes of where the bugs are-- is there one area of your service or an aspect of your products that is continually being complained about? Put together a plan to change it. And make notes of your strengths-- is there a step of your process that’s consistently getting high ratings? Emphasize that in your marketing and find ways to duplicate that success in other parts of your business.
Customer feedback is one of the most valuable ways to ensure that your customers are happy with your business, products, and services and that they will continue to come back again and again. Neglecting to collect or disregarding feedback, is akin to running your company blindly. That being said, knowing how to get that customer feedback and how to implement it can be a daunting task. But you’re not alone.
ConsumerAffairs for Brands is the leading expert in brand reputation and review management. If you’re interested in collecting and utilizing more customer feedback in 2019, schedule a free demo to see how the ConsumerAffairs for Brands App can help make it easy and pain-free. Gain the knowledge and tools necessary to make your company stand out above the rest, and ensure that your customers are actually happy this year!