Customer feedback is the lifeblood of any business; if you don’t know what your customers think about you, it’s incredibly difficult to know what’s working and what isn’t. But what are the best ways to gather insights from your customers? Here are four strategies that successful companies followed to get great customer feedback and adapt their businesses.
Although sending out surveys is still a popular method of gauging consumer sentiment, many businesses are increasingly trying to go beyond this and really engage with their customers. Check out this feature on MyCustomer.com which explains how electronics giant Sony reinvented the way they got feedback from customers - by personally interviewing them rather than focusing on surveys.
Online customer reviews can potentially make or break a business, so it’s vital to monitor them properly and take onboard any constructive feedback. This article explains how US retail firm Best Buy now shares all customer reviews with its vendors and takes specific actions depending on the feedback they leave. Best Buy even provides customers with rewards for the reviews they write. Reviews on sites like Yelp and Google can provide a wealth of insights (both good and bad) that can be extremely helpful to your business, so it’s a good idea to look at them regularly.
Sometimes the simplest way of gathering feedback can be the best - so why not ask your customers in person what they think about your business? Personal feedback is commonplace - and hugely beneficial - in sectors such as the hotel industry and in supermarkets and convenience stores, while some CEOs like Azul airlines’ David Neeleman even try to introduce themselves to customers and ask them for feedback. Don’t underestimate the personal touch of a 1-to-1 conversation - it may reap big rewards in the future.
Do you know a great way to get useful feedback from your customers? Hit us up on twitterand let us know!