Running a successful business means being willing to hear and follow feedback. After all, customers can bring insightful observations about service glitches, product issues, and other problems that disrupted their buying experience. While it’s not always easy to listen to negative input, doing so can help you move toward critical improvements.
Read on to learn how to turn customer feedback into better business decisions.
Create Simple Feedback Mechanisms
To get useful feedback, you need to make it easy for customers to provide it. Anything from online follow-up surveys to online comments and emails can work well. You can have customer service employees reach out for candid conversations, or look to online reviews for guidance.
If you’re regularly interfacing with customers because you provide a service, an in-person conversation may make the most sense. On the other hand, for a purely online store, surveys may be more feasible and efficient.
Ask clear and simple questions. Don’t try to steer customers toward your desired answers. And give them space to share narrative comments.
Using a customer feedback platform, like Listen360, can help, as well. You can gather actionable information through surveys, review analytics, and receive follow-up assistance. When you’re trying to reduce customer churn and build your brand, AI-powered platforms can make it easier to capitalize on customer input.
Sort Comments into Categories
When you’re managing a lot of customer comments and ratings from different places, it can feel overwhelming. Use categories to help add structure and order.
Maybe many of your comments pertain to high prices or product quality in your retail store. Or comments might mention delivery issues and checkout problems. Look for recurring language to help create relevant categories.
A few complaints about random items might not be worth your attention. But when you see lots of customers commenting on the same issue, like difficulty navigating your website, you can and should make a more targeted intervention. As a bonus, your employees will feel more engaged knowing they can help solve a problem that boosts customer satisfaction.
Address Common Issues
After you’ve determined your most pressing issues, make a plan to address them. Assign responsibilities to the relevant teams in your company. And determine how you’ll measure improvements to see if you’ve made an effective change.
You may need your IT team to improve your behind-the-scenes operations for smoother checkout processes, for instance. Or you might need to retool your newest product or work with a new delivery vendor.
Once you’ve made a change, don’t assume everything is better for your business. Solicit more input from customers to see if the change has been effective. Measuring actions is the only way to know if you’ve solved the problem.
Determine Which Issues Are Most Pressing
Your business doesn’t have the resources to investigate every issue that comes up in a customer feedback survey. You’ll need to hone in on the issues that have the strongest impact on your revenue goals and reputation.
When customers are unhappy about a defective product, for instance, prioritize fixing it. Smaller concerns about late deliveries or clunky website navigation issues could be postponed. Repeated complaints about the same problem are a signal that it’s worth the financial commitment and time investment to take action.
Further, when you’ve just launched a new product or changed shipping protocols, you may experience more issues in the short term. Gather feedback quickly so you can make immediate tweaks that help keep customers happy.
Make the Most of Customer Feedback
Even though customer feedback isn’t always easy to hear, it can help direct your business toward critical improvements. Make a point of regularly gathering customer feedback, and sort feedback into relevant categories. Prioritize immediate issues or ones with the greatest financial impact.
When you’re smart about reviewing and responding to customer feedback, you can lay the foundation for better business decisions and growth.