Businesses that do well need feedback to keep going. It gives important information about what customers want, how they like things, and what they expect, and it helps to improve products and services. But this important part is often forgotten.
What is feedback?
Feedback is helpful information and opinion, both positive and negative, that is shared by two or more people who are doing the same action.
In a business setting, feedback is a way to find out what a customer thinks about a company, product, or service.
Its goal is to help companies get better, encourage new ideas, and create success.
The only way to give your people a better experience is to learn more about how they see things. Use this feedback to change how your business works and better meet your customers’ needs.
This makes them more loyal to your company and improves their total success with it. The best way to boost the growth of your business is to listen to your customers.
Collecting customer feedback isn’t just another quick way to grow your business; it actually helps your business reach new heights.
Also, talking about customer feedback means listening to the Voice of the Customer. We’ve made a short video to help you understand this better.
What’s the difference between feedback and review?
Reviews give social proof and authority, but they don’t tell you anything you can do to improve. On the other hand, feedback gives you the tools you need to improve and come up with new ideas. This is where Feedier.com really shines, because it helps businesses turn comments into insights that they can use.
Why is feedback important?
Here are five strong reasons that show how important customer feedback is:
- Understand your customers’ behaviors
- Enhance your products/services
- Connect with your customers
- Mitigate customer attrition and boost retention
- Set benchmarks and strive for improvement
The end goal is to encourage a cycle of feedback. This means making changes, testing them, and then asking for feedback again.
Customer experience has a big impact, because a feedback that goes popular can either help or hurt your business.
The saying goes that a happy customer can bring in up to nine more customers, while an unhappy customer can bring in up to 26 more unhappy customers.
If a customer is unhappy, 13% of them will tell 15 or more people why they are upset.
Think about this: 67% of customers say that bad experiences made them leave, but only 1 in 26 unhappy customers will file a report. 97% of potential customers say that web reviews change their minds about whether or not to buy something.
So, what about the people who were unhappy?
96% of unhappy customers don’t say anything, and 91% of these people will just stop doing business with you and never come back.
How to put together a good feedback campaign?
To make the best feedback campaigns, you need to do more than just come up with a list of questions as a survey. It is a strategic process that needs to be thought out and planned carefully.
What problems often come up with traditional online surveys? The answer is in how boring they are. A lot of the time, customers wonder how long and how much time it will take to finish the poll. To make your survey more useful and valuable for your business, you need to get your target audience involved and use the information you gather to give your results more meaning.
Here are five smart ideas that will help you make the best survey:
Set out your goals
A clear set of goals is the key to making a customer feedback campaign work. Set a clear goal for what you want to learn from your respondents before you move forward with the plan.
Accept shortness
Aim to have no more than five to ten questions in your survey. Adding different kinds of questions can break up the monotony of a long poll. Since people have short attention spans, sending them a lot of questions could make them less likely to finish. Also, avoid duplicating work by not looking for information that your company already has.
Put Your Survey in Context
To measure your KPIs, it’s important to use “Context Attributes,” or info you already have about the customer. For example, McDonald’s could improve their feedback by linking it to customer information like the date, time, and place of the customer’s last visit. This could be done with a unique QR code or an email campaign.
Check Your Response Form
Before you deploy your feedback campaign and send out your survey, check it carefully to make sure there are no mistakes. Spelling and grammar mistakes can make your survey look less professional. Before making your survey public, you should take the time to review it and test it on different devices.
Find the right points of contact
Choosing the right way to reach your community is very important. The goal is to get as many responses as possible without coming off as junk or unimportant. Your survey can be shared on your website, in emails, and on social media sites. Be clear about why you’re doing the poll and how important honest answers are. At the beginning of the poll, it’s also a good idea to say how long it should take to finish, ideally between 3 and 5 minutes.
How to get the most of my feedback campaigns?
Collect and centralize feedback on one platfrom
Centralizing all customer experience efforts on one platform not only makes it easier to get feedback, but it also helps you better analyze and get more insights than expected. Thus, this will help you increase customer loyalty, get more referrals, and improve your image. It also helps make choices based on data and improve the customer experience as a whole.
Get more and better feedback
Feedback surveys are a good way to find out what customers think. But how well they do depends on how they do it. Feedier helps you make feedback surveys intuitive, interactive, short, and full of context. Feedier not only makes sure that your surveys always get the best response rate, but also helps you analyze all the feedback collected and imported with the NLP text analysis technology.
Act on customer feedback
Getting feedback is just the first step. What really matters is what you do with it. Feedier helps you have a 360 vision of every customer journey, and turn customer feedback into action, making sure that customers’ views are not only heard but also taken into account.
The Case of Eventbrite: A Success Story Based on Feedback
This is the story of Julia Hartz, Eventbrite’s CEO.
She managed to listen and turned the user feedback received into a key learning piece of her journey.
In a recent Masters of Scale podcast episode, Julia talks about the importance of customer feedback. She demonstrates that customer feedback holds the secrets to your success.
Julia managed to extrapolate user feedback, and act quickly in order to turn those inputs into a growth opportunity.
The key was to not only talk to the customers but also get their opinion. She created customer feedback forms, observed user-behaviors and drew conclusions from their actions.
She also analyzed the different use-cases and analyzed where customers were coming from.
And it worked! They grew from a simple ticketing app to a full-service platform for event creators.
I believe customer feedback is the coiled spring that catapults your company forward. It will continually adjust your trajectory, while keeping you on target. Reid Hoffman – founder of LinkedIn
Wrap Up
Feedback is the spring that moves your business forward. It helps you change your path while staying on target. You can stop waiting for feedback and start using it to grow your business with Feedier.
