Feedback is one of the most important aspects of running a business. Whether you’re a small shop or a large corporation, feedback from customers can be the key to your success. However, not all feedback is created equal, nor does it always reflect what customers truly think. And some feedback is overly positive, while other feedback can be downright brutal. The question is, how do you sort through all of this feedback to find out what your customers really think of you? Here are 12 different ways to find out what your customers genuinely think, so that you can use that information to improve your business.
Customers are the lifeblood of your business. Without them, you have no business. And if your customers aren’t happy, they’ll go elsewhere. So, it’s crucial that you understand what they think of your business. This will not only help you improve your business, but it will also help you cultivate better relationships with your customers, which can lead to repeat business and referrals.
Customer service is increasingly being recognized as a standalone profession, and there’s a good reason for this shift. In today’s competitive business landscape, the quality of customer service can make or break a company. Addressing customer concerns swiftly and effectively, providing value-added services, and maintaining an open line of communication are no longer optional – they are the key differentiators that set successful businesses apart. More businesses are realizing that investing in high-quality customer service drives customer satisfaction, enhances brand loyalty, and fosters long-term relationships. Consequently, customer service professionals are now viewed as vital players who directly influence a company’s bottom line. Their role has evolved beyond merely addressing complaints or processing returns to become the face of the company, the primary point of contact for customers, and the embodiment of the brand’s values.
Valuing Customer Perspectives
Irrespective of the role or industry, understanding and valuing customer perspectives is of paramount importance. This is not solely the responsibility of customer service professionals; rather, it permeates all levels of an organization. From the C-suite to frontline employees, every team member’s actions can impact customer perceptions. Positive experiences foster loyalty, drive repeat business, and generate referrals, while negative experiences can significantly harm the brand’s reputation. Furthermore, customer feedback often reveals insights into product improvements or new market opportunities, making it invaluable for product development, marketing, and strategic planning teams. In sum, keeping a pulse on what customers think is not just a customer service mandate, but a business-wide priority that drives the company’s growth, reputation, and long term success.
If you’re interested in finding out about what customers really think about your company, here are 12 ways you can do just that.
1. Surveys
Surveys are the most common way to gather feedback from customers. There are many different types of surveys, including email surveys, phone surveys, and online surveys. You can use these surveys to ask specific questions about your business, such as how customers feel about your products, your customer service, and your prices.
2. Social Media
Social media can be a great way to gather feedback from customers. You can use platforms like Facebook, Twitter, and Instagram to solicit feedback from your followers. You can also monitor your social media accounts for comments and messages from customers, which can give you an idea of how they feel about your business.
3. Focus Groups
Focus groups are a more in-depth way to gather feedback from customers. You can invite a group of customers to participate in a focus group, where you can ask them specific questions about your business and products. This can give you a better understanding of how your customers think and feel about your business.
4. Customer Reviews
Customer reviews are a powerful tool for getting feedback from customers. You can monitor sites like Yelp and Google Reviews for feedback from customers. You can also ask customers to leave reviews on your website or through email. And if you use a tool such as elasticsearch, you can swiftly analyze the positive and negative sentiments on these online reviews too.
5. Net Promoter Score
Net Promoter Score (NPS) is a popular method for measuring customer satisfaction. You can use NPS to ask customers how likely they are to recommend your business to others. This can give you a good idea of how satisfied your customers are with your business.
6. In-Person Surveys
In-person surveys are a great way to gather feedback from customers in real-time. You can use tablets or other devices to collect feedback from customers while they’re in your business.
7. Live Chat
Live chat is a popular way for customers to get in touch with businesses. You can use live chat to gather feedback from customers and answer their questions in real-time.
8. Customer Feedback Cards
You can create customer feedback cards that customers can fill out and drop in a suggestion box. This can be a simple and effective way to gather feedback from customers.
9. Comment Cards
Comment cards are similar to customer feedback cards, but they’re focused on specific aspects of your business, such as your customer service or products.
10. Usability Testing
Usability testing involves testing your products or website with real customers. This can give you valuable feedback on how to improve the user experience.
11. Secret Shopping
Secret shopping involves sending a representative to your business to observe and evaluate the customer experience. This can give you a better understanding of how your customers feel about your business.
12. Online Forums and Discussion Boards
There are many online forums and discussion boards where customers can discuss different businesses and products. You can monitor these forums to get a better understanding of how customers are talking about your business.
There are many different ways to find out what your customers really think of you. The key is to use a variety of methods to get a comprehensive view of how your customers feel about your business. By listening to your customers, you can improve your business and build better relationships with your customers. So, start exploring these different methods and see what works best for your business. The feedback you receive could be the key to your success.
Ingrid Maldine is a business writer, editor and management consultant with extensive experience writing and consulting for both start-ups and long established companies. She has ten years management and leadership experience gained at BSkyB in London and Viva Travel Guides in Quito, Ecuador, giving her a depth of insight into innovation in international business. With an MBA from the University of Hull and many years of experience running her own business consultancy, Ingrid’s background allows her to connect with a diverse range of clients, including cutting edge technology and web-based start-ups but also multinationals in need of assistance. Ingrid has played a defining role in shaping organizational strategy for a wide range of different organizations, including for-profit, NGOs and charities. Ingrid has also served on the Board of Directors for the South American Explorers Club in Quito, Ecuador.
