Customer Feedback: Why Every Business Needs It [WEBINAR]
Discover why every business needs customer feedback and how to get this customer feedback in our dedicated webinar presented by Daniel, our Redback Connect host and Terry Wiley, Founder and CEO of Jago, a customer feedback service provider.
If you want to watch more business skills webinars like this, get to the playlist:
• Business Skills Webinars 2020
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In this webinar we will explore the importance of live customer feedback. Customer feedback plays an important role for businesses across all stages of the company, be it product development, services provided or even marketing campaigns. The webinar will focus on how and why you need to focus on customer feedback for your business.
Customer feedback takes many different forms. It’s the process of obtaining feedback from customers. The way you execute this program will make the difference when comparing an approach to another. You have a lot of different survey types and methods to get feedback: customer satisfaction, Net Promoter Score, graphics, etc… The type of measure doesn’t really matter the important thing is to have a measure in place. You need to be able to rate yourself over time and setting a benchmark for evaluation.
In terms of delivery methods, you also have a large array of choices: emails, dedicated webpages, sms, chatbots, etc…This will depend on your business and the data you have access to. SMS is costly compared to Email, but the response rate can be greater depending on your business. (around 5% better). The downside of SMS for feedback is that responses are usually shorter and brief. Any method you choose, you will need to have a design that is mobile friendly for people to respond. Your design needs to be simple, branded, and straightforward. Your tone of communication should also be clear and simple to understand. You should ask for feedback as you soon as possible in your process in order to connect with your customers. Every 24h bracket, you have a massive decrease in terms of response rate. The quicker I can find out that my customer is not happy, the better in can respond and find a solution. That’s how you can avoid social and word of mouth damage to your brand.
You can also increase your response rates by having incentives in those communication. Giving something away to get feedback can get you better response rates. Cash incentives, price drops can work up to 20% increased response rate. You will have to choose between transactional or relational feedback. Relational feedback can work for sale processes that are very long, like home building. This type of customer feedback helps us to react more quickly when a customer is unhappy during the process with your company.
We need to be clever in how we deal with customer feedback that we collect. It’s not only important to say thank you for the feedback but also give additional information about what you are going to do with it. You can also respond to this feedback directly. It’s important to stay engaged with the customers and show that you care about their feedback.
As customers we have a lot of different choices on the market. A lot of actors on the market do pretty much the same products or deliver the same services. We make decisions on the service level that we have and the experience. 86% of customers do not complain but simply walk away from your product or services.
If you want to check Terry’s profile on LinkedIn:
https://www.linkedin.com/in/terry-wil...