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Zonka Feedback Blog

Get the knowledge, insights and information about Feedback Management, Survey Trends, Feedback Best Practices, Customer Experience, Customer Satisfaction & new features at Zonka Feedback.

How a Customer Feedback Software can help you create a Brand Image?

How a Customer Feedback Software can help you create a Brand Image?

Do you want to create a winning brand image in the market and wondering what to do in this cut-throat competition? Do you want to know what your customers want from you and how you can satisfy them in a way that it helps you in creating your brand image? Well, creating a brand image is very crucial for any business to grow. When people recognize your brand, they prefer your product over others.

Creating a brand involves creating a design, logo etc. whereas building a brand image is much more than that. To build a brand image, you need to enhance customer satisfaction. For this purpose, you need to know customers' expectations from you and your brand. Here comes the need of Customer Feedback.

Customer Feedback is all about the experience of the clients with your products, services and organization. It indicates whether the customers are satisfied or dissatisfied with your brand.

Capturing Customer Feedback involves surveying your customers by asking them questions regarding their satisfaction and the expectations from your organization. A Customer Feedback Software can help you in this task.

A Customer Feedback Software is a web application setup that is used to create surveys and capture customer feedback through different channels like email, SMS, kiosk tablets, online and offline surveys.

With the help of these surveys, you can ascertain whether your customers are satisfied or not. If satisfied, what is the amount of satisfaction and if dissatisfied, what they expect you to do to enhance customer satisfaction. By knowing these views of the clients regarding your products and services, you can work on improving the Customer Experience and build your brand image.

How Customer Feedback Software Helps in Creating Brand Image?

1. Setting Brand Objectives as per Customer Feedback

2. Closing the Feedback Loop

3. Follow Up with your detractors

4. Enhancing Customer Satisfaction

5. It helps to build customer loyalty and facilitates customer retention

Lets review how a Customer Feedback App can help you to create and improve your brand image in the market

1. Setting Brand Objectives as per Customer Feedback

With the the help of a Customer Feedback App, you will be able to obtain real customer insights. This means that you not only get to know about the customers' satisfaction, but you also get to have a good idea regarding customers expectations from you and your brand. This helps you to set your brand objectives to achieve as per the customers' expectations which further helps you to create a good brand image in the market.

2. Closing the Feedback Loop

A Customer Feedback Software not only enables you to capture Customer Feedback, but also gives you real-time notifications for negative feedback and you get a platform to improve customer experience. On the basis of the feedback, you can create actions and assign tasks to the concerned teams and employees so that appropriate actions can be taken accordingly to improve Customer Experience and after this, feedback loop can be closed. This further helps to improve your brand image in the views of the customers.

3. Follow Up with your detractors

With the help of a good Customer Feedback tool, you get to know who are your detractors and who are your promoters. You can use this data to follow up with your detractors and work well to improve their experience. The tool helps you to give timely alerts regarding your detractors so that you can approach the dissatisfied customers before it gets too late.

Dissatisfied customers not only stop using your products and services but also spread a bad word of mouth in the market which has an adverse effect on your brand image in the market. When you follow up with the dissatisfied customers and take every possible corrective action to improve their experience, it creates a very good impression on the customers. In this way, you can change your detractors into your promoters which will help you in brand image building to a large extent extent.

4. Enhancing Customer Satisfaction

With the help of a Customer Feedback tool, when you get to know the views and opinions of the customers, you tend to take business decisions accordingly. This creates a very good impression on the customers. This helps to spread a good word of mouth in the market. Moreover, following up with your dissatisfied customers and taking immediate corrective actions helps in changing the perspective of the detractors. All this helps in enhancing the customer satisfaction which ultimately leads you towards creating a good brand image.

5. It helps to build customer loyalty and facilitates customer retention

Customer Feedback Software provides you detailed analysis reports and matrices like NPS (Net Promoter Score), CSAT (Customer Satisfaction) and CES(Customer Effort Score). By taking benefit of these matrices, you can work for increasing customer loyalty towards your brand.

When you do a proper follow up with customers regarding their feedback and take appropriate steps to improve customer experience, it helps you in creating a positive impact on their minds about your organization. This helps in changing a negative feedback into a positive one thus facilitating customer retention.

All these things help you to create a good image of your brand in the market.

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