Feedback is simply useful information or criticism concerning your previous actions or behaviours. It is usually given so that the recipient of said feedback can use it to improve themselves. In this case, we will be discussing customer feedback specifically and why it is important to gauge the reaction of your customers if you want to stay ahead.
There are many reasons why feedback can be a blessing that companies simply can’t afford to ignore. So here are some reasons why feedback is important.
Improve products and services
The initial launch of a new product or service can be a challenge. You can use the feedback given after the launch to learn even more about the benefits, flaws, and overall experience that customers have with the product. You can then go on to make adjustments to your product/service as you see fit with the help of that feedback.
Show your customers that you care
Regardless of how you receive your feedback from customers, by actively showing that you are taking their suggestions on board, you show that you understand what they’re saying; appreciate them going out of their way to tell you; and that their opinions matter.
Customers want to feel valued and taking their feedback into consideration is a great way to show that they are. This will, in turn, improve the overall customer experience and improve customer retention.
Brand advocacy
Research has shown that 90% of consumers trust recommendations from people that they know. Furthermore, 89% of consumers will trust customer reviews made by strangers online and 87% of consumers are influenced. Not only this, but consumers are 12 times more likely to trust customer reviews than the descriptions given by manufacturers.
With all this in mind, it’s clear to see that feedback isn’t just a good aid for improving yourself, but it can also become a beacon for potential future customers to be drawn to. Use the positive feedback you receive to your advantage and attract new customers.
Measure customer satisfaction
Customer loyalty and satisfaction are vital elements in determining how financially successful a company is. Many studies have indeed confirmed the link between customer satisfaction and business performance.
As a result, it’s crucial to keep your customers happy and a great way to find out how happy your customers are with your company is with rating-based questions. Using surveys and questionnaires filled with these, you can find out if you’re meeting their expectations and if you aren’t then you can experiment to find out how you can.
Motivation
Asking for feedback can motivate your employees. Similarly to your customers, your employees want to feel appreciated. Asking them for feedback to improve the business goes a long way to helping them feel valued as employees, rather than just unimportant drones.
Moreover, feedback from your suppliers, vendors, clients, and stakeholders can be utilised to help build better working relationships with them.
As you can see there are many reasons that you should care about feedback and should actively seek it out. From helping your company improve, to improving your relationships and brand image, you should try to look and ask for feedback where you can and never take it for granted.
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