Whether it’s compliments or complaints, you can learn a lot from customer feedback. If you pay close attention to it, you’ll figure out what is working and what is not working for your customers. You may also identify gaps in your products or services that you can correct. You’ll find out:
1. If the Buying Process Works – If you find that you are getting a lot of abandoned carts, as well as emails asking how to do things or find something on your website, it’s a sign that the process isn’t working. You then need to revamp it according the customers’ feedback.
2. How Well Your Website Communicates – Your website likely has a FAQ that is designed to answer questions before they contact you for information. If you’re getting the same question asked that is in the FAQ a lot, you may need to fix the keywords used or the headline so that your customers can better find the answer.
3. Whether Your Shopping Cart Works or Not – If people want to buy what you’re selling and they can’t due to a faulty shopping cart system, they will contact you. Listen closely to their experiences so that you can get it fixed fast.
4. If Your Sales Pages Convert – If you have a lot of hits on your sales pages but not a lot of sales, then you need to revamp your sales pages. Even if no one contacts you but you’re getting hits and no converts, there is a problem.
5. If There Is a Problem with Your Product – Buyers will be faster to tell you of a problem with your product or service than if something is good. Therefore, it’s imperative to listen when they tell you about a problem even if you initially do not agree.
6. If There Are Gaps in Products or Services – When a customer purchases a product from you, give them time to enjoy it, then send them a survey giving a couple of open-ended questions designed to find gaps that they’d like filled.
7. How to Make a Product Better – When customers give you feedback, you can often learn how to make your product better. When a customer gives a great idea, take it for what it’s worth and improve.
8. What You’re Doing Right – Yes, from feedback you can also learn what you’re doing right and what your customers want. You can then do more of it in order to increase your income.
9. Help You Generate New Ideas – Every time you get feedback, whether it’s on social media or from a survey, if you read carefully your creative juices will be activated and you’ll get new ideas for new products or services.
10. Learn New Ways to Use Your Product – Many times, customers will send feedback and tell you about a way that they are using your product that you had not considered. Knowing these new ways to use your products can help you improve your marketing efforts.
Learning from customer feedback is an important part of doing business. One of the least expensive forms of market research that you can conduct is through the follow up. Whether you send a survey or call your customers to ask them for information about how they like your product and services, you can use what they tell you to improve your business.