“If you reject feedback, you also reject the choice of acting in a way that may bring you abundant
― John Mattone
While the importance of taking feedbacks is manifold, we have come out with 3 most compelling and pragmatic reasons for capturing feedbacks.
Feedbacks are the easiest way that convey product or service improvements. Also, they offer the best way to measure customer satisfaction, employee satisfaction or product feedback, website feedback and general sentiment about what you’re offering. The feedbacks you receive can also give actionable insights that can be used to create a better customer experience. Direct Feedbacks deliver tangible data that can be used to make better business decisions.
Well, all these reasons mentioned above add to the importance of collecting customer feedbacks but here, we’ll talk about the 3 key reasons for the same.
The worst thing is not to have dissatisfied customers, but rather to have customers who leave without saying a word, thus leaving the company with no way to win them back and identify ways to improve.
— Zonka Feedback (@zonkafeedback) November 22, 2016
This could only happen because of 2 reasons. One – the customers simply don’t care and churn. Two – lack of a mechanism to vent out their feelings. Businesses should respect the fact that customers are willing to giving them good advice to help improve their business for all current and future customers to witness. But unfortunately, maximum businesses are failing to provide them with a platform to do the same. Provided that feedbacks are the cheapest and the most powerful tool, yet they are the most underused management tool that businesses have at their disposal.
Businesses must provide a platform for customers to vent out their feelings. Let it be frustration, anger, compliment or any general suggestion, feedback acts as a platform for customers where they can give voice to their feelings and express themselves. Also, businesses can be rest assured of the feedbacks as they are personal and direct and even better if taken at the very moment.
And before a customer turns towards social media to express frustration or a bad review, it is better you provide them with a feedback system on your premises itself. Once you start taking feedbacks and begin acting on them you will gradually see more feedbacks coming in as it will become customers go to place to communicate with you easily and unhesitatingly.
Emotions become permanent with time. It’s best if an effective intervention to takes place as soon as possible. Practice good customer service by catching problems before customers even realize there’s an issue, and then present them with a solution; such is the art of interception.
The second most vital reason for capturing customer feedbacks is that it facilitates intercepting the customer problems as soon as you catch one. After you intercept a potential customer issue, you should remember the two golden rules to make your involvement a success -
- Timing is everything!
- It’s always better to approach customers with a solution than an apology.
Real-time feedbacks allow the timely interception of the concerned authority. A customer does not always remember and cherish a business with which they haven’t had any turbulence, but they tend to remember the one that was right there when they had even a slightest of the issue. Also, intercepting a negative feedbacks at the right time reduces the impact and the damage it could have created if it wasn’t intercepted initially. Businesses that do not collect feedbacks or measure customer satisfaction have to face backlashes from their audiences publically on platforms like social media. While in the case of well-implemented feedback mechanisms everything remains up close, personal and direct.
— Zonka Feedback (@zonkafeedback) August 8, 2017
A single negative feedback should never be something that should lower the morale of the company or its employees. Top performing companies are not only good at accepting feedback, they deliberately ask for feedback and measure it. Feedback is helpful only when it highlights weaknesses as well as strengths.
For getting a clear picture of the company’s performance and measuring its customer satisfaction, it is not the number of negative feedbacks that should be considered or positive ones but the overall feedback trends. Analyzing feedback trends is the best way to gauge the customer satisfaction over a fixed period of time.
Continued feedback analysis is important as it conveys the real condition of what customer think about the company and thus helps them to remain aligned to goals and create new ones, create strategies in accordance with the trends, foster improvements in products and services, improve relationships, and much more.
Feedback trends help businesses determine what the preferences of their customers are. Knowing your customers’ likes and dislikes is also one sure route to success as it gives you a precise idea of what matters to your customers so you can act on them.
Trends, therefore, play an indispensable role in analyzing the true performance of a business in their customer’s eyes and help businesses to keep up accordingly.
Not collecting customer feedbacks yet? Start now!
Feedbacks are never too much! The more the better. Your customers will appreciate if you provide them with a platform to vent out their feelings and opinions personally and directly through feedbacks. Also, any comment/review coming in from your customers about your products and services should never be underestimated. Try to always be responsive and intercept the real-time feedbacks receive and solve or tend to issues before they become big. Your responsiveness will always be valued by your customers. Keep a track of the feedback trends in order to really understand what are your customer sentiments and the level of their satisfaction with your company. Customer feedbacks are priceless so if you do not collect them yet, begin now!