Best Ways to Get Feedback From Customers

get customer feedbackIt’s true you can easily get insights on your business analytics and track almost everything you can think of. But what if you could learn all about your customers directly from them? That’s the power of feedback and businesses do not use this strategy enough.

Why do you need feedback?

Yes, why do you need to expose yourself to the good, the bad, and the ugly from the horse’s mouth? Well, if you are looking towards growth in your business and how to satisfy your customers to keep them coming back, spending more, telling others, then you need to know what to improve or slow down on.

Customers are a dynamic group of people. Some have a bad experience and would rather walk away and never look back than talk about it. Others can’t wait to tell the entire world including you. Then some who had great experiences might not be so vocal either, so you hardly know what they really liked. Feedback is a harmless way to get the information you need.

So, how do you do this then? Here are the best ways to get feedback from your customers.

  1. Surveys
  2. Surveys are the number 1 way to get feedback from customers. They are simple, straightforward, and serve your purpose. Now creating surveys can be tricky because, without proper precautions, people often create long and boring surveys that no one wants to complete.

    Start by making the surveys short – probably 5-10 questions is best if you want the customer to complete it. Ask only relevant questions that are clear and straight to the point. Don’t waste the customer’s time or yours by asking various irrelevant questions. Don’t opt for multiple-choice questions or rating scales yet. Start by giving the customer room to say what they really think. You can offer the surveys on your site or send it as an email.

  1. Reviews
  2. Honest reviews can provide some constructive feedback, although some clients tend to be vague. But it’s a good shot. Ask customers to leave a review after a service or completed transaction. Put the link in their faces (not in the violent way that sounds) to the review site of your choice.

  1. Ask for a rating
  2. The rating system never gets old. While it’s not based on details, when you pool the ratings together you can observe the pattern to know what you are doing wrong or right. You can use scales that start with ‘hated this service’ and end the scale with ‘loved this service’. Or the classic, ‘rate this service from 1 to 10’. Put it on a scale.

  1. Feedback box
  2. This one is very subtle. At the bottom of the page where customers complete their business with you (or any appropriate page on your website), add a small feedback box with a title like ‘How can we do better’ or ‘Please give us some feedback on your experience’. Make it clear and simple. Don’t booby trap your clients by hiding a complicated survey form behind the box.

Creating an Exceptional Customer Experience

A Satisfied Customer is the Best Business Strategy of all” – Michael LeBoeuf

The most prolific businesses offer exceptional customer experience to clients. They do this because they realize that customers will pay more for better customer experience than anything else. Let us explore this with some practical scenarios.

If you walked into coffee shop A and the employees treated you kindly and respectfully, then on further observation you noticed how efficient everything about the coffee shop was, and the coffee tasted great. It is certain you will pay with a smile on your face and maybe leave a tip.

Meanwhile, when you try out coffee shop B the next morning, you don’t get such welcoming treatment. The employee has a face plastered with a frown when asking what you want. When you can’t make a quick decision, the employee snaps or speaks rudely to you. When your order finally came, it tasted flat. You won’t be leaving a tip here.

Imagine passing by the next morning and you need coffee. Obviously, coffee shop A will be your first choice for what you need.

Here are the points we can identify from these scenarios:

  • You (the customer) had a great customer experience at coffee shop A. Hence, they have won your loyalty, trust, and cash.
  • You won’t be referring any friends or relatives to coffee shop B and you won’t tell them why you stopped using their service. In the best case, you would leave a negative review on Facebook to state your disappointment.

Creating an exceptional customer experience is vital for your business. The only problem is that 80% of business owners believe they are doing just that, yet only 8% of customers agree with them (Bain & Company Research).

Well, we can’t blame you because customer experience is a broad word and it can be daunting to discover where your business is lacking. Customers won’t tell you and those that leave negative reviews might not be 100% honest. So, how do you figure out the areas of your business in need of improving? It is by paying closer attention to what customers say, using proper tools. We have identified these tools below.

  1. Social Listening Tool
    There is a high chance a conversation on social media has something to do with your business. Not everyone would tag your business page in a conversation with friends about their experience there. You have to sift through all the talk on social media and find out what is being said about you. A social media listening tool helps you do this efficiently.
  2. Carry Out Surveys
    A customer survey makes it easy to hear from the horse’s mouth. The survey should ask relevant questions and provide rating options for your customer service. From the results, you can find those lacking areas of your business.
  3. Employee Feedback
    Your employees have direct contact with your customers. They also know the business closely. Gather regular feedback from them on customer service, what they think customers dislike, and how to make improvements.

Improving Customer Experience Will Drive Revenue

Each one of us is a customer to other services we do not offer. So, with that being said, can you remember the last time you were pleased with your interaction with a company? Did this make you want to buy more and tell others? How about when you had a bad experience with a company?

If anything, customers tend to remember when they had either a good or a bad experience with a business. When customers have an ‘okay’ experience, they tend to forget all about that. However, only distinctly good and bad experiences stick in their mind. There are several reasons why it is important to improve your customer experience and various ways to do it. But to help you understand better, we will define the term and give clear examples of customer experience.

What is Customer Experience?

Quite simply, customer experience is the impression you leave with a customer and it results in what they think of your business, service, or product. Customer experience which is often known in the business industry as CX is consistent. It matters across all stages of your business and the touchpoints between your brand and a consumer.

Examples of Customer Experience

Imagine a client walked into your local store to purchase a cup of coffee. The customer interacts with staff, likes the setup of your store, buys her coffee and leaves smiling. The client obviously had a good customer experience and will probably stop by tomorrow.

Now, picture another scenario where a customer walks in and is put off by one of the employees. It could be the employee was too slow, rude, or incompetent. This upsets the customer who storms out angrily and heads for another store. In some cases, the customer might still make a purchase because they need the item, but it is clear they had a bad experience and will not be coming back.

The Implication and Solution

If a customer had a good experience they become loyal and tell others about you. However, if a customer had a bad experience, they would never return. It is also important to know displeased customers tell more people about their bad experience than pleased customers. You can see that by giving one customer less satisfaction, you have created a hole in your pocket. The more unsatisfied clients you have, the bigger the hole gets.

To avoid losing revenue, it is necessary to improve customer experience. You can start by measuring the current state of CX in your business. Perform surveys to ask clients what they like, dislike, and their satisfaction rate. As soon as you can figure out the areas your business is lacking, you can fix it.

Determine your customer’s journey map with your business. Improve the key touchpoints to improve customer experience. This includes areas such as customer inquiries, new communication channels, faster service, digital solutions, competitive prices, higher quality, perks, and much more.

Encourage customers to give feedback, so you can confirm the effectiveness of your strategies.

The Review Generator is here to help businesses grow their online reviews. Through our program, our clients have seen an increase in reviews on Yelp, Google, and Facebook. Learn more by contacting us via our website, email, or by calling (818) 588-0097.