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7 Ways to Implement Customer Feedback

By December 5, 2018 No Comments
Customer satisfaction check boxes
Customer satisfaction check boxes

Creating loyal customers will lead you to success more quickly than a traditional sales and marketing strategy does. Creating loyal customers starts with delivering a positive experience, but it also requires understanding what customers want and expect from your brand.

Whether you already have a customer feedback strategy in place or are getting ready to launch one, how you implement the feedback is crucial to continued success and growth.

Chances are, your company is already taking steps to gather customer feedback. Whether you utilize surveys, personal phone calls, focus groups or stalk online review websites, customers have an opinion. Failing to act on that opinion can not only damage your reputation, it can also cost you loyal customers and continued revenue.

Before You Do Anything Else
There is one step in collecting customer feedback that often gets overlooked. Before you begin collecting data from customers, businesses need to understand their short and long-term goals. What do you hope to learn from customers? What types of changes are you willing to implement? Are there certain areas or departments you need specifics about? Understanding goals upfront helps businesses navigate feedback without feeling overwhelmed.

Seven Steps to Implementing Feedback the Right Way

1. Analyze and Identify
Once the feedback comes pouring in, it is time to get to work reviewing and analyzing. One of the best ways to organize data is to categorize it. Pull data about similar products or experiences into their unique group. Once the data is organized, assign teams to review the findings in depth and identify specific areas that need improvement.

2. Add Feedback into Existing Strategies
Take the findings from step one and weave them into existing strategies as well as create new ones to embrace future changes. It may be a challenging process to make changes to existing strategies, but to truly wow customers, it is necessary. For instance, if a specific product is getting negative reviews and a new version is already scheduled for launch, be sure to check the feedback against the new one’s performance before release.

3. Look for Trends
While breaking the data into smaller pieces, look for trends that spread across several types of customers. This is a great way to uncover is a specific department needs additional resources to maintain customer satisfaction.

4. Test Changes
After implementing changes to customer service or product strategies, test and track the changes to see if customer satisfaction improves as a result. To make tracking easier, it is best to implement changes in small batches.

5. Personally Reply to Negative Feedback
After implementing changes to customer service or product strategies, test and track the changes to see if customer satisfaction improves as a result. To make tracking easier, it is best to implement changes in small batches.

6. Look for Brand Advocates
Among the mounds of surveys and data, there are sure to be a few brand advocates that believe in your products, services and are ready to refer their family and friends your way. These individuals are crucial to continued growth. Once you identify who they are, nurture them moving forward to continue nourishing the relationship.

7. Re-Survey Customers
Don’t be afraid to re-survey customers that have an additional transaction with your brand. This will help you identify if you truly understood their concerns previously.