How Real-time Customer Feedback Helps You Build a Brand?
Customer experience is the one criteria that helps businesses to survive in today’s
competition. In general, customer experience accounts for the first interaction with your product, till the time they complete the purchase and becomes your customer. Real-time feedback is the best way to know how businesses are treating their customers. There are many advantages of receiving real-time feedback using a customer feedback app. A real-time feedback also offers the opportunity to resolve the issues instantly accounting for positive and productive customer experience. Timing is Important It is very important to gather customer feedback from the prospective client at the appropriate time. Before that, you need to map all the possible customer interaction touchpoints. Make sure to include only minimal questions in the customer satisfaction surveys that are relevant at specific interaction points. The data gathered by the customer feedback software from specific touch points is vital to understand the customer patterns and trends and implement the necessary changes in the business.
Value Customers Time Refrain from asking questions that are irrelevant to the business. Lend proper importance to the customer’s time and ask only important questions that are relevant to your business. Keep the questions to a bare minimum: Customers often get bored when they are presented with too many questions in the survey. Make sure to keep the question count only to 3-5. Including the relevant important questions helps receive valuable feedback at a particular touch point. Capture Feedback Using Customer Feedback Surveys The feedback surveys are the efficient means to capture real-time customer feedback. With carefully designed customer feedback surveys, there would be minimum drop-offs and increased customer responses. The positive reviews offered by the customers act as an impetus and helps you continue the excellent work in the future. Initiate Action to Close the Feedback Loop Your job does not end with the capture of customer feedback. A customer might be dissatisfied on certain counts; ensure to take immediate action to resolve the issues instantly and enhance customer delight. Even if you are not able to close the feedback loop instantly, make sure to get in touch with the customer at a later time and resolve the issue. Your efforts in closing the feedback loops of the multiple customers goes a long way in enhancing customer satisfaction and bring in more referrals. Relevant CTA for Each Customer Response Customer satisfaction is the key to positive customer experience. Hence, it is very important to keep all the customers satisfied completely. Take necessary action to address the feedback response of every client. By initiating a necessary CTA (call-to-action) for each customer response eliminates customer churn and shows customers that you care for them. It goes a long way in customer retention and enhances customer loyalty. Before we dive into the potential benefits of real-time customer feedback let’s have an understanding of the role real-time feedback plays for your business.
Why Real-time Feedback is Important for Your Business? Most of the businesses are now looking to capture real-time feedback from the customers.
It enables businesses to focus on real-time customer issues and act swiftly to arrive at a solution. Real-time customer feedback is captured through multi-channels such as Android tablets, iPads, automated Kiosks, and web surveys simultaneously and the data is fed into a central dashboard. Initiate necessary action based on the feedback and resolve customer issues. It not only enhances customer satisfaction but also helps improve the NPS (Net Promoter) scores, thereby increasing customer loyalty and customer retention. Now, let’s have a look at the benefits of real-time customer feedback.
The Significance of Real-time Customer Feedback A well-managed feedback system forms a powerful force to change your business. The technology enables us to know the exact customer insights in real-time, act on it immediately to build brand loyalty and enhance customer satisfaction. Apart, let’s have a glance at what benefits does Real-time customer feedback brings to the table. 1) The Most Effective Way to Rectify the Issues Pay proper attention to real-time customer feedback and resolving the issues efficiently to retain customers. Even if your business has some flaws, the customers are more likely to forgive them and buy again if they are addressed instantly. With real-time feedback, identify the problems immediately and if they are resolved immediately by the authorized agents helps gain trust. 2) Build an Online Reputation More often than not, people these days now tend to use social media as a platform to vent their feelings. If a user happens to leave a negative review/ comment on social media goes viral, then it tarnishes the brand image of the business in no time. Hence real-time customer feedback helps you address the customer grievances and address them in the most honest way possible. By creating actionable feedback, lets the customers know you care for them and there is every possibility of them becoming loyal customers in the long run. 3) Customer Feedback Helps Improve Products and Services Customer feedback lets you know the things that need to be done to improve the products and services for enhancing business performance. Listening to your customers helps you create an in-demand product/service line that the customers are willing to buy. Customer opinions thereby ensure to fulfill the needs and expectations of the end product to solve
the issues and taste success. 4) Helps Measure Customer Satisfaction Customer satisfaction and loyalty forms crucial components in the financial performance of a business. The main objective of every business tends to keep its clients happy pertaining to the products and services. It thereby leads to increased market share and generates higher revenues. Evaluate the likeliness of a customer to recommend a brand to a friend based on NPS (Net Promoter Scores) rating scores. NPS is one of the universal modes to capture customer satisfaction and loyalty. 5) Builds Customer Engagement and Trust In the majority of the cases, customers are reluctant in expressing their grievances through feedback as they strongly believe that the management will not reciprocate them. Initiate the necessary steps to close the feedback loop by asking follow-up questions and take proper action. Responding to the real-time customer feedback helps create a sense of trust among your customers and improves engagement. 6) Improves Customer Retention and Help Build Loyalty Customer feedback helps to capture the core insights of customer satisfaction. The feedback lets you identify areas of improvement and keep a close watch on customer satisfaction. Addressing the issues based on the real-time feedback helps win customers trust in the services and builds loyalty. So, there is never arises a chance of customer searching for better alternatives. 7) Increase Business Competencies and Minimize Shortcomings Real-time feedback assists businesses to identify shortcomings faced by the customers. On the flipside, the feedback helps to identify the key areas the customer enjoys. In this way, you can identify the strengths and implement additional efforts to increase the competence of your business. On the contrary, act swiftly to eliminate the weak points identified from the feedback and rectify them immediately.