The best way to cement customer trust and loyalty is by asking them what they think of your business. Do you know how your clients would answer this question?
Getting customer opinions and feedback is one of the best ways to keep them satisfied with a product or service. Here are seven ways to help you discover what your customers think about your business.
1. Conduct an Online Survey
Online surveys are not limited to big companies. Have the survey pop up on your website after readers have spent a certain amount of time there. Also, you can send a survey to your customers after you’ve completed a service or delivered a product. Offer discounts for taking surveys to encourage them to take part.
2. Survey Customers on Social Media
Social media isn’t suitable for lengthy surveys, but it’s a good place to get feedback on simple questions. For instance, you can ask your customers ideas for a product name, giving them options to choose from.
3. Give Out Feedback Forms
Depending on your business, paper feedback can be a good way to get your customers’ feedback and opinions. Include a simple survey form with your next billing statement and deliver it to customers with the check. Also, have feedback forms available at the point of purchase.
4. Meet Your Customers Annually
Do you provide B2B services? If so, try meeting your customers once a year to find out what they think and feel about your business. Send them an introductory survey to complete before the meeting. This will help them think of any issues they may want to be resolved.
5. Listen In
Asking questions on social media platforms isn’t the only way to know what your customers think about your business. Using social media monitoring tools, you can stay up to date with what your customers are saying about your company online.
6. Check Your Web Analytics
Web analytics provide an indirect way to know what customers think about your company, particularly if you sell products or services online. Examine your analytics to see what parts of your website your audience visit more often, where they spend most of their time, and what they’re doing while they’re there. For instance, if half of your e-commerce shoppers abandon their carts midway the checkout process when they see the shipping costs, it means your shipping costs are (too) high.
7. Check Your Online Reviews
Is your company listed on online review sites? If so, these are a great way to find out how customers view your company. Rather than browsing the review sites, use tools like ReviewPush and ReviewTrackers to gather all your reviews in one place and analyze them. This will help you to stay up to date with customer opinions without wasting time.