Customer feedback includes the positive and negative comments, suggestions and questions you receive from customers who purchased a product/service or from prospects who have encountered your brand.
Small businesses can collect feedback by:
·Directly asking customers either face to face or sending them emails.
·Using Suggestion or comment boxes
·Monitoring customer activity on social media etc.
Customer feedback is beneficial to a small business as it enables better decision making. For instance, the results of a customer survey can spur a company to redesign a product, change packaging or even flat out eliminate a product line. It is also a good tool for assessing customer satisfaction levels with your product or service.
Although customer feedback can be collected arbitrarily, it is best to first decide the purpose for which you want to collect feedback and then proceed to choose a methodology for collecting and analysing the information generated. Additionally, the process should focus on one area at a time. An example would be to focus on customer service for one quarter, product/service quality in another quarter and response time in the next.
Feedback is especially important for a small business because it lets you know how your customers view your product, service or brand. It helps you understand your customers, why they do the things they do and what influences their buying patterns.
When you match feedback to your financial records, you are able to get a clearer picture of how your business is actually performing and what areas to change if need be.
The easiest way to attract and retain customers is by listening to them. Customer feedback is thus the perfect tool for effectively engaging customers.
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