5 Ways to Level Up Your Customer Feedback Program – Justin Osborne
When American Express conducted a survey in an attempt to improve the quality of their customer service, they found that 86 percent of their clients are willing to pay more expensive services if the company provides guaranteed good experience. The value of customer satisfaction reflects on multiple levels, including retention, revenue, product & service upgrade, as well as building positive brand awareness.
However, the only way to know if your customers are satisfied or what issues constrain their positive experience with your brand is through customer feedback. Most customers are reluctant when it comes to filling out surveys or answering questions, which makes the compiling of information challenging.
In this article, we’re going to investigate the five most optimal methods of customer feedback program improvement.
#1. Embedding a survey into an email
Email marketing is still a leading form of digital advertising, even though it’s one of the oldest channels on the internet. According to statistics, in 2019, US businesses will spend around $350 million on email marketing. With a clickthrough rate averaging around 11.5 percent, this method of surveying your customers is more than acceptable.
Instead of placing a link that leads to your survey, it’s a good choice to embed your survey into emails. Your customers will have the chance to answer the first question directly from the email after which they will be redirected to fill out the rest of the questionnaire via the internet browser.
Embedded surveys are visually more appealing and minimize the recipient’s effort. Agencies like resume writers and similar can create compelling textual content to enhance the clickthrough rate.
#2. Post a survey on your website
There are two basic methods in which you can choose to implement a survey that your website visitors can fill out. Both methods are highly effective because they allow users to provide their answers on the spot without leaving the page.
The simplest way is to place your survey somewhere on the page where it’s easy to see and doesn’t affect the usability of the website.
The other way is to create a pop-up survey that activates by various triggers. Per example, if you’re running a dissertation service, ask for feedback when the client confirms the reception of the order.
This is inarguably the most cost-effective solution which can significantly improve the amount of data you can gather from your customers.
#3. Make Use of Social media
There are more than 3.5 billion active social media users in the entire world. Analyze which network entertains the largest number of your clients to see where you should focus your attention. Keep in mind the audience engagement with your social media profiles because you want to address the audience that’s most likely to show interest in sending their feedback.
Furthermore, you can forget about surveys and simply create amusing posts and ask for opinions in the comments, whilst paying attention to the number of likes and shares as indicators. Numerous custom essay services could produce engaging social media content that captures the attention of your audience and provokes a response.
I recently stumbled upon a Grade Miners review posted on their social page that attracted a lot of followers to share their opinion and experience with the brand.
#4. Use software solutions
The most effective method of gathering, analyzing, and understanding your customer feedback is, inarguably, via numerous CRM software solutions. Products like Salesforce and its peers allow you to incorporate your surveys with their system to maximize the value of every piece of information you receive from your clients.
Software application conserves time and workforce, which eventually shows substantial cost reduction.
#5. Personalize surveys
Personalization of customer relations shows far better results than communication through generic content. According to Campaign Monitor, personalized emails have a 26 percent greater engagement rate.
This method of customer feedback improvement is time-consuming, but you can always opt for Zip Job or some other online service to prepare the content for you, in case there are more pressing matters you need to focus on.
When customers receive an email with their name in the Subject line and the content of the email includes mentioning their previous orders or other forms of interaction with your brand, it makes them feel valued. People react better to a friendly, personalized tone; generic and formal addressing is not too effective when you want people to share information with you.
Conclusion
Progress is most commonly the result of creative and dedicated work as well as repeated testing and failing. Improvement of the amount and quality of customer feedback necessary for enhancing your enterprise rests on your ability to put these suggestions in motion, as well as on deciding which holds more value for your brand based on your audience behavior, habits, and available time.
No matter what, it’s of paramount importance to keep improving your operations and find new ways to make your customers happy.
- 15 Empathy Statements That Help Improve Customer-Agent Rapport – Justin Osborne - February 18, 2020
- 5 Benefits of Outsourcing Your Customer Service – Justin Osborne - January 29, 2020
- How Uber and Airbnb Attracted Their First 1,000 Customers – Justin Osborne - December 17, 2019
