Last Updated on December 7, 2020
The main goal of a company should be to provide customers with the best product or service. However, you will only know if you are exceeding your customers’ expectations and needs by obtaining their feedback. Andrew Miller, former CEO of Polycom, Inc., provided us with multiple effective ways to receive customer feedback.
Displaying a survey on your business site or developing a short questionnaire allows your business to receive feedback through purposeful questions. Surveys only take a few minutes and can provide you with crucial information related to your services.
There are numerous ways to obtain customer feedback through social media networks. Allowing customer reviews on your page is the main feature. However, polling tools are now largely coming into play. Customers may also comment or mention your products or services among their pages to provide feedback and promote your company. You can also consider offering promotions or deals on future services or products if a consumer shares your product on their social media profile.
It is likely that your business is communicating with consumers through email at some point during the relationship. You can utilize this platform by sending a short poll or survey for a product review on occasion. You should also focus on responding to all of your customers’ emails, as this contributes to your customer service, resulting in positive reviews in the future.
One of the most undervalued means of retrieving input is to reach out directly to your clients. By calling your client individually or inviting them to lunch, you are given the opportunity to look into what your business is doing well and what can be changed. From this customized approach, you can gain more value than questionnaires or polls can achieve.
If you have a website, which you should, there are features that allow you to see what parts of your site are actually being used and how often. Utilizing customer analytics, you’ll be able to see the activity of individuals using your site. This data is important as you will be able to see what actions they took when they took them, and how often.
For example, you can evaluate an individual that only utilized your site for a few days and never returned. By seeing who didn’t value your site, you can utilize the other methods to retrieve feedback on why they didn’t return. That allows you to adapt your site to have more value to this individual and future users.
Transforming Your Company
Collecting feedback from your customers on real experiences with your company can be used to transform your company, but only if you listen. Through the various methods on how to obtain customer feedback, your company should utilize the good feedback to continue and strengthen while also allowing the negative comments to improve and adapt to meet the customers’ wants and needs.