Choosing a customer-centric approach allowing your customers be involved from start to finish of your product building can help your business improve customer satisfaction and retention rates, however, oftentimes, we've seen many business owners complain about how despite collecting feedback from their customers, they have been unable to pinpoint its effect or direct impact and still suffer from high churn rate.
First, it's important to know that prioritizing customer feedback means nothing if you don't know how to effectively channel it back to your business/product to drive growth.
At least nine out of ten customers would churn if they are dissatisfied with service delivery, It will also cost you a lot more to acquire new customers than retain existing customers but this situation can be better managed if you understand why they are dissatisfied so you can solve these problems.
If you are stuck at this point, in this post, you will be able to identify/ understand what some of these common challenges are and how Spirē can help you beat the troubles/ challenges with collecting customer feedback compared to other alternatives on the market.
We've identified some of these problems and here are the most common for many businesses ;
#Problem 1. You lack the system to manage your customer feedback
Customer Feedback for you is chaotic and everywhere all at once so that despite wanting to keep track, you still can't keep up. This is more common when you try to manually collect feedback. While collecting feedback manually could work out in some instances, oftentimes it is cumbersome to retain and keep track of all collected feedback.
Solution: Automate this process with a customer feedback software. This way you can create a feedback loop that helps your business optimize the customer feedback process. Your customers can drop their feedback for you anywhere they are in the world and you can manage all the requests or complaints in one central place.
For example with Spirē, businesses can create a Feedback collecting system with Feedjet, our widget for feedback. The feedback options available for you to collect vary from surveys to CSATs, to reviews and ratings, depending on what your end goal or target is. And all you have to do is create an account and generate a code to embed on your website.
The system runs uninterruptedly helping you collect every feedback you get straight in to one organized place on your Spirē dashboard.
2. Customers ignore and don't engage with your requests for feedback
A lot of factors could be responsible for this but we've found that your surveys or questionnaires being too wordy, salesy or even boring are contributing factors. You don’t need too much bogus words in your surveys, make them tailored to their experiences and straight to the point.
Additionally, asking for feedback at the wrong time could put off a customer. Engagement also improves with existing customer relationships. Customers are less likely to engage if they don’t understand your brand offering or if you consistently offer subpar services.
How to solve this?
Don't just be the business concerned about transactions and ending it there. Take things up a notch by creating a human side to your business. Show empathy and care in your services.
Make efforts to embed feedback software like Spirē’s in your customer's favorite channels as this makes receiving feedback happen more organically.
For example, embedding Spire creates a ''Leave a feedback'' button on your website so your customers can easily drop a feedback as they navigate your website.
Additionally, If you struggle with creating your surveys yourself, we can help you create surveys that work for your business at Spirē, reach out to us here if you’d like to discuss this further.
Another solution would be to collect feedback from existing customer reviews. Reviews are scattered everywhere. Find them and use it to create better experiences for your users. At least 60% of customers would look for a product review before deciding to patronize your brand. Take advantage of these reviews and use them to encourage other customers to participate.
You can also collect Customer ratings and reviews with Spirē easily and share across your channels.
#Problem 3 : You can't find feedback
This is a common case scenario especially for new businesses. You have just started your business and only have a few orders so how do you find or get customer feedback?
The solution would be to ask your existing customers, it doesn't matter that they are not in their tens of thousands yet. Every customer's opinion is valid.
Use your social media channels, initiate conversation, and run polls. Polls are good because customers don’t necessarily have to talk just choose options that apply to them. Another way to make polls effective would be to use case-appropriate options each time.
Another tip would be to use Spirē to collect feedback in one place. As you are still starting out, it's wise to start out organized and with a functional feedback system in place than to go in too deep and deal with scattered feedback or no Feedback at all. If you don't own a website yet, you can use Feedlink on Spire which allows you to create customer feedback forms without a website.
#Problem 4 : When you don't know what the feedback means.
Admittedly, collecting customer feedback is just one part of the work you have to do, to actually marry all of those efforts and get resultds, you need to be able to analyze the insights you have gotten. This is how you can understand exactly what your users are saying, what features to build or priortise, what touchpoints are still being left out and how to make improvements.
If you are unclear on how to gain insights into collected feedback consider going step by step.
First, look at the most common customer complaints you have received. This would give you insights into what your customers are most disturbed by and then you can start from there to understand their painpoints.
Look at the most common comments, what do they point out? Take things up a notch by studying your market research data. Reviewing all these would help you identify what matters most to your customers.
Also, it’s easier to do this on your Spirē dashboard, you can easily see each feedback with its frequency and understand what solutions matter to your customers.
You can also look at your competitors and the main complaints they have. It could give you insight into better building your product
Finally, a customer feedback strategy that works revolves around efficiency and product quality. How efficient is your feedback system set up for users? How good are the products or services you deliver? These questions are worth answering to help you create an overall excellent customer experience strategy
If this post has helped you understand better on what to do with the information gotten from what what your users think, then don't forget to share this with a business owner you think needs this.
If you'd like to get on a call to understand better on how Spire can help your business collect Feedback better, Please reach out to us here