August 10, 2017
Customers are the epicenter of any kind of sales business. They can give you valuable insights about youre products or services, which is extremely important if you want to establish a base of loyal consumers. Recent surveys have shown that companies have almost a 70 percent probability of selling to an existing client, while the percentage drops to less than 20 percent when it comes to new prospects.
It’s crucial to keep your customers satisfied and to always know their opinions about your services. Luckily there are many useful tools that can help; read on to learn about the best options.
How can IT assist you?
Digital tools made this process a lot easier because there are many ways to address a large number of clients at the same time and obtain feedback. IT experts at Aussie Writings recently stated that “modern solutions allow companies not only to acquire feedback almost instantly but also to choose one of many tools that suit their business the best.” So let’s see the seven most practical solutions here.
Customer feedback surveys
This is one of the most common solutions. More than 80 percent of customers visit the company’s website to search for information, so you might as well use the opportunity to ask them for a short customer survey. Customer feedback surveys allow you to gather a number of important answers directly related to your product or service.
Companies mostly use a list of short yes/no questions that give precise feedback. This type of user polls can give you a substantial amount of data that clearly reveals what aspects of your business need to be changed or upgraded. Of course, this method requires thorough analysis and a set of carefully phrased questions.
Feedback on social media
Social networks took over the world in the last decade, so it’s no surprise that companies can take advantage of it to receive relevant customer feedback. According to the recent analysis, social media monitoring technology usage is going to grow by 100 percent in the next two years.
Companies can follow user comments, trends and mentions on social media. With millions of people using social networks each day (or even billions in the case of Facebook), it’s an inexhaustible source of information. All you need to do is narrow it down and keep track of only the most relevant keywords.
Direct outreach to each client
Not only can IT technology help you follow comments of many users at the same time, it can also help you reach every single customer individually. More than 90 percent of consumers are willing to share bad experiences with other people, so why wouldn’t you take advantage of it?
Invite local customers to a meeting and get first-hand impressions about their opinions concerning your brand. This is a very convenient solution because it allows you to build stronger relations with customers and also convince them that you are doing your best to improve services.
Almost all customers visit a company’s webpage to get more information about its products. You can gather a lot of interesting information if you analyze their clicks and comments. It can reveal the most relevant products but also the ones that don’t grab customers’ attention.
At the same time, user comments are by far the most important input you can get. Pay attention to what your customers are writing – this is your website and if you don’t resolve problems that people talk about there, how can they expect you to listen to their demands on other channels?
The number of mobile users will reach five billion by 2019, which gives us the right to say that Smartphones are basically everywhere. In such circumstances, you cannot allow yourself to neglect this channel of communication — mobile phones are one of the most accessible tools for customer surveys.
As the matter of fact, nearly 85 percent of companies that are known as user-centric focus strongly on mobile customer experience. Your customers have mobile devices with them all the time, so it’s the best opportunity to get real-time feedback via e-mail, survey app, or text message.
There are many clients who join online groups and communities to make or hear comments about certain types of products. This is a great privilege for various industries because these users are usually very sensitive and have a thorough knowledge of the products. Following their comments and remarks, you can find relevant and reasonable feedback from the most demanding consumers.
Personalized e-mail surveys
Customers appreciate it if you address them with a customized e-mail asking for their opinions about the product they recently bought. If you write it properly, personalized e-mail can be a powerful tool in your digital survey arsenal.
Stick to sending such surveys to your loyal customers who have an in-depth knowledge of your services. Call them by name, make a polite introduction, and ask for a brief survey. This is very simple but it can give you useful feedback, and you strengthen your relationship with the customer even more.
Modern buyers will never become loyal consumers if you don’t provide them with the best products or services. To be able to do this, you need to conduct customer surveys regularly and gather information about their buying experiences. This is something that your business strategy should rely on, so it’s up to you to decide which IT tools will give you the most accurate results.
Olivia Ryan is a journalist who always tries to see the bright side of things. She likes to inspire people in her writings and enjoy a mysterious beauty of twilight. Connect with her on Facebook and Twitter.