Feedback, or feedback, is a key tool for any company, regardless of its size or business profile. Understanding what feedback is and being able to put it into practice is the basis for effective communication with customers and shaping an offer in line with their expectations.
Feedback what is it?
Feedback is a word derived from the English language, which in a business context means customer feedback. It can address both positive and negative aspects of the services or products offered by the company. Feedback is an invaluable source of information that helps entrepreneurs understand what they are doing well and what they can improve. Without it, it would be difficult to know customers’ expectations and needs, because data works better than hunches.
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How to effectively encourage people to leave feedback?
A customer who has decided to use your services or purchase your product is a source of valuable information that can help you further develop your business. But how do you encourage him to share his insights and comments?
- Ask for feedback – the easiest and most direct way to get feedback is to ask. We can put it on the website, in an email after the purchase is completed, or even contact the customer by phone. However, it is worth reckoning with the fact that some may find it annoying, and customers are often unwilling to take their time to writing reviews – unless they are very dissatisfied with the product or service.
- Contests and prizes – people love prizes. By holding a contest with prizes for the best feedback, we increase the chances of activity from customers. Rewards can range from small gifts to discounts to valuable grand prizes, so you can tailor this to the capacity and reach of your business.
- Building a culture of feedback – it is important that our customers know that their feedback is valuable to us. Let’s respond to comments, react to negative feedback, make improvements suggested by customers. Let’s show that feedback has a real impact on our actions – that way the customer won’t feel like he’s wasting his time.
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How to use feedback effectively?
The feedback you gain is a treasure trove of knowledge that you should use to improve your offerings. How to do it?
- Feedback analysis – any feedback, even negative, can provide us with valuable information. Don’t assume in advance that a customer is exaggerating, criticizing service out of pure malice or acting in favor of a competitor. If many people report a similar problem, it’s a sign that something needs our attention. On the other hand, positive feedback shows us what we do well and what is worth developing. Positive feedback – examples of praise for our work, can not only be motivating, but also inspiring.
- Making changes – feedback is not only information, but also the impetus for action. If customers point out a specific weakness in our offering, let’s not be afraid to make changes. It may take time and commitment, but the result in the form of satisfied customers is worth it.
- Building relationships with customers – feedback is also an opportunity to establish closer contact with customers. Let’s thank positive feedback, respond to negative feedback, and show that we are open to dialogue and ready to improve. In this way, we build relationships based on respect and mutual trust. Failure to respond to negative reviews is a dodge that spoils a company’s reputation. An ignored customer will look for other ways to share his disappointment.
Feedback is very important for the development of the company – without constructive criticism and improvement of standards you will stagnate.
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