How to Leverage online customer feedback for your organization

Customer or client feedback is the lifeline of an organization. Even if you or your business isn’t making any profit or doing well in other aspects, receiving positive feedback from a satisfied client is motivating.

In the recent past, it has been much easier for clients/ customers to give feedback, make an inquiry, and make a purchase from you almost in an instant whether publicly or anonymously; thanks to technology and the internet. This is why online customer feedback is important.

All of us are consumers. Therefore as much as you run a business, you also rely on other service providers in your day-to-day life activities, making you a customer. How do you react when you are treated well, efficiently, and with clarity? That is exactly how people want to feel when you offer them a product or service for them to buy.

Customers do not want to go through a difficult time while making a decision to buy from you. How hard do you make it for your customers to deal with you?

As written by Sunwords, ‘Most of your customers, whatever you sell, are busy people. They face many frictions and challenges in their daily lives. They will therefore react very negatively to any business that makes them waste even more mental, emotional, physical, or time energy. On the other hand, businesses that are easy to deal with are favored greatly, because they make life a little easier. Those services and products that provide great customer ease become habits—they are purchased as a matter of course, without too much thought. They just work.’

Leveraging technology and the internet

As more digital solutions are being produced with each passing day, there has been no other better time in history to attract and delight your customers making it easy for them to deal with you.

Let’s dive into some of the ways you can use technology and the internet to make sure you are not working your customers too hard.

Involving Customers in your processes

Maybe you are planning to start a new business or are in the process of developing a new product. In whichever step of the business you are in, you can easily involve other people in your processes, and who knows, they might end up becoming your customers.

For example, something as simple as feedback on a company logo. You can come up with different types of logos then ask for feedback while people pick their favorite. You can easily do this in your own personal social media profiles before even setting up your company’s pages!

Showcasing products on social media, websites for awareness

Very few people have the time and energy to keep on calling or asking about your products or services. Through social media presence, online profiles, and even a website, customers can easily see what you have in store.

Ease to communicate

Quick responses mean more satisfaction for our customers. They can easily see your products, prices, and make other inquiries depending on your business.

Having contact forms on your website, active Open DMs on Social Media are simple ways to ensure this is done.

Human connection

When you are active online, your audience is able to connect with you on a personal level, as they keep up with your constant updates. You can easily convert them into potential customers.

This makes your customers understand that they are talking to real people instead of bots, through consistent content and engagement.

Customer surveys post-purchase – text analysis

Through AI, machine learning, or simple observations, businesses can use customer feedback submitted across multiple marketing channels to understand customer efforts, intent and needs.

Feedback could either be solicited (feedback requested by the company ) or unsolicited( feedback shared without having been asked for/prompted).

You can collect feedback through your social media platforms, using online survey forms like Typeform and other customer feedback tools.

Competitor/ Relationship comparison

Once you understand and define your market, it is important to determine who your competitors are, or where your ideal customers usually go to since they are your prospects.

Understanding customer experience will help you to know their pain points and ensure you fill that gap.

Also, some information, reviews and feedback from customers to other businesses are public. Therefore, you can use the information to analyze and understand the market and your customers– both prospective and current.

Conclusion

To reach a wider audience and get access to online customer feedback is almost freely available, as long as you plan and execute it well.

A proactive approach to collecting customer feedback, either qualitative or quantitative ensures your plans are in line with real experiences.

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