The way customers feel about you shouldn’t be a deep dark secret. The more you know about their reaction to your product or service, the more you can tweak and change the way you do things to increase customer satisfaction. Many people are willing to tell you what they think if you are willing to ask.
There are a few different ways to get customer feedback either positive or negative and these insights are critical to your business.
Sites like Yelp, Angie’s List and Google reviews are resources you can use to find out what people think of you. These sites are usually the places people go if they have something really nice to say, or something really not-so-nice to say. This is still valuable feedback, but getting answers to specific questions would do a lot more in identifying the bigger issues.You can also encourage people to leave reviews and comments on your Facebook page reviews section. Facebook is a good place to ask for reviews because people are likely spending more time there than on sites like Yelp or Angie’s List. These reviews are often more conversational and relatable to other potential customers.
Surveys can be used in a number of ways to get to the thoughts and opinions of clients. We use surveys for everything from customer satisfaction information to tracking social media usage trends. Any business can put together a brief but effective survey to get answers to the burning questions vital to understanding the overall customer experience.
One word of caution, the easier these surveys are to complete, the more likely your customers will respond. Simple questions and rank based answer options help to move people through the survey with their most honest knee-jerk reactions. After a service is complete, send out a short 5-10 question survey to get a better idea of what your customers think of you.
Testimonials are helpful for building trust and appealing to potential clients. We like to use testimonials in conjunction with our case studies to not only show potential customers what we can do and how we will do it, but also show the reactions of real customers. A human voice goes a long way in appealing to a person considering services. People are more likely to trust someone else talking about a company than a company talking about themselves.
One way or the other, you should be reaching out to clients, asking for their thoughts and opinions on the service you provide. Not everyone is going to take the time to let you know their thoughts, but for those that do you’re gaining powerful information that will help lead your business to give a better overall customer experience.
Short, easy to complete surveys help you get answers to those burning questions you want to ask. Reviews help build trust with potential clients using a real-life success story from someone who has had good enough service to take the time to write about it publicly and testimonials are great additions to case studies for a well-rounded snapshot into what working with you is like.
Did you know?
Constant Contact has a built in survey tool. If you are curious, sign up for a free trial today.
Roundpeg is an Indianapolis content marketing firm.