Customer feedback is an essential element of
any business’ progression, and for the
corporation who pays little attention to what can
be ever changing customer opinion there can be
a slippery slope to failure that awaits ahead.
Finding out what your customer wants needn’t
be an overly tricky or expensive task, however.
Here are seven ways
in which you can quickly,
easily and affordably listen to your customer.
1. Streamline customer feedback channels:
Customer feedback channels can come in many
forms. However the most accessible is via lines
of communication that are already open to you.
These forms could range from a feedback card
included within a delivery package to a spoken
survey at the end of each customer phone call.
You do, however, need to incentivise your
customers to provide feedback as response rates
may suffer. Types of incentives can range from
an entry into a free prize draw to a discount on
their next purchase.
2. Gathering customer opinion: Think about
what it is that you need to know
Prior to implementing feedback channels, you
need to consider what it is that you want to
know and how best you can gather this
information. Think long and hard about the
questions that you’ll ask and focus upon them
being as open as possible.
3. Getting personal
One of the most effective ways of gaining candid
customer feedback is by way of one to one,
personalised contact (this could be via either
email or a phone call). While this may not be
practical for gaining customer opinions, it may
provide valuable information in the case of
customer complaints and may help repair any
company/customer relationship damage.
4. Market research – For your current
customer base
Market research of your current customer base
can be undertaken either by a professional
market research company or through simpler
methods such as online questionnaires.
5. Market research – For the wider target
customer base
Market research from a broader potential
customer base can be done through a staggering
array of mediums. From consumer data websites
to market trend analysis tools and on to
specialist companies who can undertake online
surveys for any form of market – QuestBack is a
good option.
6. Social Media Analysis
Social media analysis should range from tracking
your social media strategy and the response that
it receives, right through to the analysis of your
target market’s trending topics. Thankfully this
latter task is made easy through websites such
as SocialMention.
7. On-site Analysis
Analyzing the performance of your website isn’t
merely a way of improving your online presence.
Tools such as Google Analytics provide a
staggering amount of data about your customers
and potential customers and their thoughts about
your online proposition.
As an example, if your FAQ page is suffering
from short visit times or if your home page is
experiencing high bounce rates, you could
surmise that the customer isn’t locating what
they want, when they want it.
By taking these tips on board, you stand a far
better chance of improving your customer
satisfaction and doing so build the blocks for a
better business.
No comments:
Post a Comment