Considering using customer feedback software for your business?
There are many reasons a digital tool like this could help your bottom line. Getting feedback in real-time from your customers is a great way to generate insight, make decisions about your business, innovate, and plug holes in any weak areas.
Client-centric companies who are open and receptive to the feedback and who utilize specific customer feedback tools could literally transform their organization simply by active listening to their customers. Here are some reasons customer feedback software could benefit your business.
Improves Customer Experience
Customer experience is important in today’s environment. Most users won’t go out of their way to tell you what’s working or what isn’t about your business. But even one error you don’t even know about could be costly.
Providing a mechanism for digital feedback is a great way to give customers an opportunity to tell you how your business performs. It’s not the same thing as in person, but it’s still a great asset in understanding how you are delivering the offer at each location. Moreover it gives management an opportunity to fix the issue and recover the customer before they defect or complain online. Email or mystery shopping is just too late.
Customer surveys are critical particularly if they deliver real-time customer feedback.
There’s no such thing as a stagnant business. You’re either growing or you’re moving in a bad direction. This perspective might seem bleak, but it’s true, which is why good entrepreneurs and employees work hard for a solution to constantly grow.
An important part of growth is figuring out which areas you need to improve in. All products and services can be improved. Perhaps this can be achieved through only one feature, but you might never know if you do not ask the question. By giving your customers a digital comment cards program you can find out from the paying users where you’re falling short.
Instead of spending hours brainstorming ideas for growth (or even hiring an external consultant to help you), you get this information from the most important people while they are still at your location.
Helps You Control the Conversation About Your Business
The business world is a big place. Providing customer feedback software to your customers is a great way to control the conversation about your business. If you don’t give them a place to do it, they’ll put it somewhere else—and you might not like where they choose. No business owner wants to see a surprise complaint on line after, without having had an opportunity to fix it first.
In certain cases, feedback analytics software could help you gather data and produce reports. Or you might be able to get suggestions or testimonials. Most importantly you have analysis of how satisfied your customers are, and what they are are thinking.
Either way, you’re keeping dirty laundry off the search engines or websites like Google, Tripadvisor or Yelp—all of which stick out like sore thumbs and will affect your business via a bad response. The financial impact of negative feedback from clients is huge and hard to undo. Low customer satisfaction leads to poor customer retention. They will also complain and decrease your online reputation. Low customer satisfaction leads to poor customer retention. Online surveys are too late for the business to take action. Moreover the type of customer using these is often skewed to the negative, so not representative.
It’s increasingly likely that people will turn to your social media pages when they’re upset as well. Many people go to this powerful customer feedback tool first before shopping or checking out your company in person. So keeping negative reviews off social media is critical, and this is where customer feedback software helps.
Accept Critical Feedback and Grow
Being able to take feedback and understand the customer journey and user experience is a great way to grow and even feel happy. It can sting sometimes to find out where you’re falling short, but you’re also doing important work that’s necessary to help you reach your corporate goals.
Using feedback loop software can help you build a culture of growth and honesty in your organization. It’s a great way to be open about areas of improvement and to give your employees opportunities to grow and challenge themselves as well.
Study after study has found that employees who engage in honest conversations are more likely to feel safe and perform at a high level at work.
Even though we live in a world where technology is rapidly changing how we work and perform professionally, this won’t be changing any time soon.
Find Your Sweet Spot
Most companies have a “sweet spot.” In this narrow space, they’re able to pinpoint their exact customer and meet their needs at a price point that brings in revenue for the business.
It can take years to find the sweet spot, but it’s quite a nice thing to eventually discover.
Getting feedback from your customers is a great way to accelerate this process. People are honest—especially when they can give feedback anonymously—about what businesses do well and not so well. The more you enable people to tell you about your performance from the outside, the better. On location feedback via a digital comment card is the most effective.
Good for Innovation
If you’re thinking about expanding or being innovative with your business, customer feedback software can also come in handy. It can be set up so that you collect information on those who like and appreciate what you do.
Reach out to those who are interested in your services or product. You can offer them exclusive access or discounts in exchange for their time and opinions. Create that minimum viable product behind the scenes and test it to figure out what needs to be done before you launch it to the public.
In this way, feedback from customers and prospects might save a whole lot of money. You’re much less likely to have a failed launch if you’ve tested the product and adjusted based on customer feedback.
Good for Strategizing
Are you thinking about growing or expanding your business? Want to stop negative online reviews? What are your company’s goals for the next year, three years, or five years? Want customer input to help you make these decisions?
Customer feedback software is also great for continuing the conversation with your customers. You’ll have access to valuable data that helps you pinpoint where you’ll go with your business in the coming months and years. Having data over many periods also means tracking loyalty over time and a developing sentiment analysis.
At the end of the day, your strategies have to deliver satisfied customers.. By involving them in this process and relying on data generated from customer feedback software, you can make the most informed decision possible.
Customer Feedback Software
There are many reasons customer feedback software is one of the most important business tools. Getting feedback can help you fix weaknesses in your company, improve the range of features delivered, nurture a growth-oriented culture in your business, and help you plan for long-term company goals. The benefit would help the sales team and product manager.
Your feedback management software must include:
- Comprehensive single dashboard and reports for all types of real feedback.
- Over any period of time.
- At any point in the customer journey (meaning an online survey tool would not be enough)
- For high response rates.
- Can accept high response rates.
- On a single platform.
- Using real-time data from customer interaction with a business.
- Across different customer segments.
- With robust customer feedback analytics features and custom reports to deliver actionable insights.
- Quantitative feedback AND customer sentiment to include key driver analysis.
- Covering a wide range of question types.
- That also records conversations with customers, including negative reviews
- Actionable feedback delivering insight and real change
Negative online reviews can be avoided if the voice of customer is heard at the point of experience. Customer happiness and loyal customers go together, and most like achieved if the business takes action on real-time feedback – usually survey responses with low scores that trigger e-mail notifications.