In business, keeping your customers happy is the key to becoming successful. You need to really listen to the voice of the customer if you want to ensure you’re providing the best possible service. All businesses make mistakes. It is how you learn and grow. When you initially came up with a business plan, you had some idea of how it would be run, the products you would sell and how it would pan out. However, it isn’t until you actually start out that you realise things don’t always go to plan. Below you’ll discover the top ways to use your customer feedback to improve and expand your business.
Don’t take negative feedback to heart
As mentioned on the mopinion site, one of the biggest mistakes you can make when you receive negative feedback is to take it personally. You’re bound to be protective over your business. After all, it takes a lot of hard work, dedication and passion to start out and get your services/products out there. You’re bound to be bias about your business. However, this can make it difficult to see things objectively. Instead of getting defensive when you receive negative feedback, take a step back and really think about the comments you have received. Could you be doing things slightly differently?
You can have all of the passion in the world for your products, but if the customers aren’t happy you’ll soon find yourself out of business.
Collecting and analysing feedback
Before you can make any changes, you need to know exactly what customers think of your company. It can be a time consuming task gathering customer feedback data. Did you know you can invest in software that can help to collect data from multiple sources? For example, the voice of the customer software provided by nice system. This can drastically cut down the time you need to spend gathering data.
Don’t just listen – act
Customers want to know that their concerns are important to your company. If you receive negative feedback, it’s vital that you reply straight away. Let them know their feedback is important to you and be polite. Business2Community has a fantastic article on how to address negative customer feedback.
Make use of social media. Sites such as Facebook have made it easier for companies to keep in touch and address customer complaints. Replying directly to your customers via social media will help to build trust.
It’s important to remember you cannot please everybody. No matter how flawless your products/services might be, there will always be the odd few that don’t like them. Know the difference between one off bad feedback and reoccurring bad feedback. If a lot of customers are providing the same complaints, it is a good indication that changes need to be made.
Overall no business can operate without providing good customer service. You really need to focus on the needs of the customer and ensure they feel valued and respected. By collecting the feedback and acting on it, you’ll help to secure your company and provide a much better service in the future.