No matter what you personally think about reading your customers’ feedback, the truth is that, whether it’s good or bad, you can use it to improve your business. Therefore, even if you find it uncomfortable, you need to ask for it, and you need to read what it says. Then, if possible and practicable, you need to action it.
In the modern age we are living in, this is more important than ever. In the past, customers would have given feedback through a letter in the mail or perhaps over the phone. Today, that feedback is left on social media (either your account or the customer’s), it’s told to friends and family, it’s used as a warning, and it’s everywhere online, from blogs to specially created review sites. Not doing anything about the feedback you’re getting could be the worst thing for your business. Read on to find out how to really use your customer feedback positively, no matter what it says.
Adding credibility to your business is a good idea, especially if you are new or have had a few negative reviews and you have fixed the problem and need people to trust you again. Take some of the most positive reviews and add them to your website so they are the first thing people see when they click through.
Not only will these reviews change people’s perspectives of you and potentially even help them make a purchasing decision in your favor, but they can also help when it comes to SEO and your search engine rankings. Your site will be seen as authentic and trustworthy, which is an often-forgotten element of SEO.
Show You’re Responsive
It looks very bad on a business if customers are asked for feedback through a survey or a specially designed net promoter score question or just as a call to action at the end of an email, and then, when that feedback is given, nothing changes. It might not be quite as detrimental to your business if the feedback is unsolicited, although if someone has gone out of their way to give you a review or let you know about something you did wrong (or right), then it makes sense to acknowledge it where you can.
The more responsive you are, the fewer negative comments will be found online going forward. Plus, the ones already there can be counteracted; you can add a statement detailing the changes you have made. Even if people can still read the bad reviews, your response, measured and careful and with a solution to the problem, will help immeasurably, even turning a bad review into a valuable sales tool in some ways.
Help You Grow
What keeps coming up time and again in your customer feedback? What seems to be universally disliked? What are you doing well? Knowing these things will help you move forward in the future, helping you decide what next steps to
No matter what you think about something in your business, if the feedback tells you it’s not working, then it’s time to consider this. You don’t have to change everything, you don’t have to do what your customers want, but remember, without them, you don’t have a business, so it’s often wise to at least consider their ideas.