Why Customer Feedback is Important

Why Customer Feedback is Important

Conversations with your clients on what they like about you and your business and why can be an invaluable part of your marketing strategy. Many businesses use email surveys for an insight on how they can improve their business, product or overall customer experience. In today’s competitive world, businesses that intertwine development with customer feedback are the ones that see the best results.

The process of winning new customers and retaining old ones is getting harder, and offering an amazing experience that keeps your customers coming back and referring you to other people is the best way you can stand out from the competition. By sending out customer feedback emails, you can keep your finger on the pulse, create a consistent, personalised experience, and retain customers if they become frustrated or see what they think is a better deal.

When sending out client feedback surveys, try and make it the focus of the email and remove any distractions in the form of unnecessary images, offers or call to action buttons. Focus the recipient’s attention on your survey and they are more likely to respond.

Using personalisation tags to address your recipients will give the impression that you are addressing them directly and are interested specifically in their feedback. Using your client’s name rather than “Dear Customer” will make them feel unique, rather than one of dozens, even if they know they are anyway. First name personalisation is common in email marketing personalisation these days, so you can take it further by including a client’s company name in the body of the email, something less familiar and again making the email sound like it’s exclusively for them.

Telling people why you want their input is a simple way to encourage them to respond to your feedback email. By giving them an incentive to complete it, like having a say in future services or products, you’re more likely to get a response.

There are lots of ways to collect customer feedback, but whatever method you choose, it’s important to include a clear call to action button. Including a call to action button will increase your conversion rate by making the next step clear.

Once you’ve sent the email, the recipients will have to follow several steps to leave their feedback, through a method that you have chosen. Depending on how you want to receive feedback, there are several ways for customers to engage, such as by survey, phone and email.

The most effective way is through a survey, which can be created on a variety of platforms. With the rise of mobile internet usage, it’s important for clients to be able to complete your survey easily if you are choosing this method. You can create great looking, mobile-friendly surveys using GetFeedback or SurveyMonkey to name two.

Another option is to receive feedback over the phone, but this can be time-consuming and costly. You can also look at a simple email response, but it can be difficult to collate, store and analyse the data. A tool called Zapier can convert the replies into a Google spreadsheet automatically, which you can then analyse.

In short, getting feedback from your customers is a great way to build your product or service, and an easy way to grow your business. It can inform you whether a product or service is falling short of your customers’ expectations, and allow you to tweak or change it. It can provide a valuable insight into how customers view your business.

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