In modern times, customers have never-ending options when it comes to choosing new brands, products, or services. This means that the customer’s expectations are extremely high in the present times, which calls for immediacy, responsiveness, personalization, product quality that are some of the key reasons customers which will make the consumers choose to be loyal to a brand over another.
However, one major element that holds the key to solidifying customer loyalty and consequently increase earnings is correctly leveraging customer feedback with the help of a easy to use CRM for the growth of your business.
Therefore, here are 4 sure-shot tactics to help strengthen your customer loyalty through consumer feedbacks.Customers who have engaged actively with a brand remain 4 times more likely to use the brand’s products and services even after three months following their initial contact.- ConvergeHub Click To Tweet
Customers are hard-pressed to leave feedback in any form, but we often forget that there are real people on both ends of the exchange. Hence, though most brands think that they are building products and services around their customers, nevertheless in reality researches show that businesses only hear from less than 1% of their customer base (which we call as the vocal minority) and the rest 99% customers becomes the ‘silent majority’, whereby their feedbacks and loyalty are nor fostered or prioritized.
According to a study published by a leading market survey organization, it has been acknowledged that customers who have engaged actively with a brand remain 4 times more likely to use the brand’s products and services even after three months following their initial contact.
Providing a place for receiving feedback from the customer is a great way to start, although most consumers only reach out unprompted if they have an issue that needs help to be fixed. Therefore, to get in front of the customer, you need to make a proactive effort to show how important their customer feedbacks are for your business.
To do this, it is best to proactively engage the customers throughout their digital experience, whereby you can start with a simple survey asking a few questions about their recent experience with your brand, which can be easily done if you are using an easy to use CRM software, showing your customers that you care.
Now that we know that it is needed to engage the customers, let us discuss what is the ‘right moment” within a digital experience and how it actually looks like.
Encouraging feedback from the customers is all about starting a conversation with the consumers, and therefore, asking for a feedback at the right moment is needed to give this conversation the best opportunity to begin.
To do this it is crucial that you understand your customer’s journey and pick up the best point for communication (e.g. if they view a certain page, after a customer has completed a purchase, when they complete a level, etc.) and find the right time to ask for the feedback.
However, it must be remembered that you need to remain conservative on how often you ask for the feedback and that you should give the customers sufficient time to engage with their experience with your offerings, before you ask for their feedback using an easy to use CRM, for the first time.
It has been found that far too often; businesses do not take actions based on the feedback the customers provide to the companies.
Now, it must be remembered that a lack of communication can affect both brand loyalty and the customer’s willingness to provide feedback in the future.
Therefore, it is most important for customers to feel heard when they provide a feedback, which can be validated in the following ways:
Say thank you
Always reply with a big “thanking you” message even if you have heard the same feedback for a million times or the feedback was incredibly rude.
Always follow up with your consumers after they leave their feedbacks, and consider providing them something free for their valuable time, for customers who may have larger issues.
Sometimes it is not possible to solve a problem on the spot. Hence, if a customer leaves feedback around an issue that is in a low priority level or cannot be solved, be honest and tell them why.
Always give credit where it is due by giving thanks to your customers who brought your attention to an issue with your products or services. Taking a step further by personally calling those who provided such vital feedbacks and offering them thanks privately, often makes even those customers who get their problems solved become some of your biggest fans.
Remember that whether the sentiment is negative or positive, customer feedback is critically valuable and should always be considered as an opportunity to know how you can make a better product for your customers.
Executing a strategy always helps in improving your customer’s experience with your brand, and therefore drives loyalty in the primary part of the battle. However, measuring success is also equally important, since without tracking your success you will never be able to measure the progress that you have made.
If you are using an easy to use CRM software like ConvergeHub, consider following these five metrics for measuring the effectiveness of your customer’s experience over time.
– Average session length
-The bounce rate of various pages and email campaigns
-Frequency of sessions
-Track customer sentiment through NPS (Net Promoter Score)
-Activity per sessions
With the present time’s ever-expanding market, consumers have no dearth of options to choose from when determining their loyalty towards a brand. Therefore, when customer feedbacks are not asked for or not taken seriously customers tend to jump at the chance to find a brand that prioritizes it.
We hope these four strategies above will help you understand the feedbacks of your customers in a more evocative way, and thereby help drive greater customer loyalty by using an easy to use CRM and through your digital experience.
If you have other ways that you have used for strengthening customer feedback, please share your thoughts in the comments below.