Last week we talked about word of mouth and how it can affect your business. Today, the topic is simple: how can you use the feedback from your customers to your advantage?
First, let’s get one thing out the way: If you’re selling a product, no matter what it is, it’s vital to know what people think. Customer sentiment has always been important. The difference today is that it’s easier to get access to those opinions. Thanks to the anonymity of the internet, customers feel empowered to speak openly. We see it every day as we track what people are saying on our platform.
So, without further ado, let’s look at why customer feedback can be an invaluable aide to your business.
It helps you work out what you’re weak at
Your business will have a weakness, whether you like it or not. The good news is that customer feedback gives you the chance to address your issues quickly. Speed is essential in this new digital economy. Waste time papering over the cracks and you’ll likely fall behind.
It lets you know what you’re good at
People are generous too, and if they feel you’re deserving of praise, they’ll let you know.
On VavaVox alone, we play host to dozens of positive reviews. Knowing what people appreciate about your service is as vital as knowing what people don’t. Play to your strengths and sell yourself accordingly.
It allows you to respond
Getting in touch with your customers is crucial. Remember, these are real people with real views that they are expressing. Whether they are happy or dissatisfied, get in touch, thank them for their input and endeavour to keep client satisfaction a top priority.
Furthermore, many companies neglect to “close the feedback loop”, a term coined by Inc.com. Closing the feedback loop means getting in touch, making contact, and building relationships with people. It’s something Inc.com describes as “critical”, and if you do it well, you immediately stand out from the competition.
It lets you spot trends
All in all, whether you’re getting gushing praise or harsh criticism, you’ll start to spot trends; similarities in what customers are saying. Much like the first point, if the same sorts of negative reviews are coming in, waste no time in addressing the issue, then responding to the client one-on-one. Don’t let negativity fester – act decisively.
And hey, if people are overwhelming happy and heaping you with unanimous praise, you know you’re on the right track. Thank them for their input and give yourself a pat on the back.
After all, a satisfied customer is the best business strategy of all.