In an economy increasingly centered on the shopping experience, customer feedback becomes something truly valuable for companies and professionals. In the vast majority of cases, ideas for better services and products come from an active listening to the wishes and needs of those you want to become your customers. The customer satisfaction (and so his feedback) is, however, something that often is underestimated. Starting from what is your vision of how your product or service should be, create something that your customers do not need. The result is an offer that does not meet a market need because it does not really solve a problem.
First of all, we believe it is useful to clarify what we really mean by the term feedback. You’ve heard of him many times but … what is his true meaning? The definition of feedback is:
“Useful or critical indication given by one or more people in response to a certain action made by a second person or a second group of people”
In the business we can translate this phrase as the process by which a company acquires the opinion of its client about something that concerns
Understanding what you want and your customers need is essential for you to create the best shopping experience. You can use the answers, usually given by a questionnaire or market research, to meet their needs much more effectively than the competition. In return you will gain their trust, which will lead to new purchases increasing loyalty to your brand, making it a point of reference in the industry.
As the market becomes increasingly competitive, companies and freelancers are becoming increasingly aware of the importance of customer feedback. Stop for a moment to think: did you ever go to eat in a restaurant renowned for its dishes and have been “forced” to leave a negative review, because maybe the waiter was rude?
Although the dishes are starred chefs, your negative review for the environment in which they are served, can seriously damage the image of the room, making the potential new customers give up to go and spend a nice evening.
You will therefore already have understood that customer feedback (and its satisfaction) is an element that can grow or destroy an activity. It takes years of hard work to build trust in a brand and get a reputation in the market niche in the work, but just a moment to ruin everything. In today’s world of social media, where information spreads instantly, it takes very little time to change the perception of a company.
Because it shows you, in the words of the client, what you like and do not like. Thanks to these guidelines you can customize and improve your product in order to solve the problems of those who are already your customers so that they are happy to continue to buy from you. Happiness that for you translates into references to their acquaintances and therefore new customers and further earnings.
The feedback of a customer is a question of vital importance for identifying acquisition parameters and understand market trends. It tells you that some consumers may change product A with product B if it is more up-to-date and has better technology, providing you with data on changing customer purchase habits so that you can adapt your business to new trends.
Because it makes them feel important and involved in creating a better product. When it comes to customer service, the most important thing to remember is that you have to actively listen to what the customer has to say. This means taking a cue from the customer’s comments and requesting more detailed feedback on what can be improved. In this way you make the customer feel really important and you will make him passionate about your product as if he were a member of your team.
How to get this result we’ll see soon…
New data collection technologies and online tools help you to easily establish and maintain large numbers of conversations that needed a huge amount of time on the part of a company up to a few decades ago. Nowadays you are lucky enough to have many different types of media available to receive feedback from.
Then we have the channels through which you can ask for more detailed feedback by dedicating specific tools to the conversation with the user or end customer.
The customer’s response to the experience of using their product is important at all stages: from strategic planning to market launch, from upgrading to full redesign. If you use feedback from your customers as a polar star in the creation of your product or service right from the start, rest assured you are in the right direction. But remember not to waste time on the customer by asking questions that you do not yet have an answer to. Ask the question only when you are able to answer. If you ask for feedback when you cannot do anything to implement it on what you sell, all the effort is in vain.
You do not need to immediately follow up on any feedback, but always remember that keeping track of everything is essential so that you can have an archive and constantly improve your business, depending on what your customers’ preferences are.
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