Tuesday, 20 February 2018

Why customer feedback is your most valuable business resource

By Noel Johnson

Ever wondered how well your customers received your product or service? Encouraging customer feedback is one of the oldest methods of measuring customer satisfaction and adjusting your actions to suit their needs.


There are many ways in which you can benefit from encouraging customer feedback.

Think of it as a resource for improving your business. You don’t need to take any courses, you don’t need to read any books, you just need to listen and take your customers' opinions on board.

Feedback is personal and often it takes a lot of courage to offer it. So really, it’s one of the more precious sources of information and should be made easy for your customers to give it whenever possible.

People discussing business

Find out what you’re good at and where you need to improve

Customer feedback gives you a great insight into what’s working and what’s not. With this simple information you can improve your customer experience and personalise your services.

Customers can be complex.

To assume that all customers want the same thing could be very detrimental to the success of your product or service. Nowadays, businesses must ask for feedback if they want to be ahead of the competition in their industry.

Even a follow-up email or phone call can go a very long way in tailoring your services to your customers' needs.

Rather than making a bunch of loose guesses, your customer feedback will provide the best possible data for business decisions. The insights will give you a more in- depth knowledge of who your customers are.

The results might even surprise you!

Happy customer deal

Rectify issues and retain customers

Encouraging feedback is a great way to measure your customers’ satisfaction, even if sometimes the news is a little hard to swallow.

But wouldn’t you rather have the chance to rectify the problem before it extends to multiple customers?

Sometimes the opportunity to apologise and rectify a situation counts for more than getting it right the first time. Asking for feedback can almost guarantee this.

Remember, your customers can go elsewhere so the ball is always in your court. Encourage their feedback and whatever the outcome, be there to offer a response.

Improving the customer experience is the primary reason to gather feedback.

As competition rises and the ability to retain customers becomes more and more difficult, doing what you can to create an amazing experience for your customers makes good business sense.

Happy customers are loyal customers.

However, their needs are ever-changing which means you should always be flexible and adjust your services to suit.

Customer communication

Build relationships with your customers by showing you value their opinions

We value the opinions of anyone we try to impress, and as we’re constantly trying to impress our customers, it makes sense to listen to what they have to say.

It may be the oldest trick in the book, but encouraging your customers to place feedback is still the most valuable. And now with the internet introducing so many mediums for customers to have a say, there is really no reason why their opinions shouldn’t be heard.

The key is to respond efficiently. Thanking them for positive feedback lets them know you’re happy to engage with them. If the feedback is negative, let them know how you intend to resolve the issue and ask them to be part of the process.

When you have a great relationship with your customers they become loyal to your brand. Without realising, your loyal customers become brand ambassadors. And there’s nothing like word-of-mouth for spreading positive messages about your business.

People in office

Treating customer feedback as the most valuable source of information puts your customers at the centre of your business – right where they should be!

Never ignore your customers' voice.

They are the ones who use your product or service and by offering an honest opinion, can give you the opportunity to make any necessary business improvements. It’s important to remember that if you’re not prepared to listen, be prepared for your customers to find another business who will.

We value our customers at Unique Services and view them as the most integral part of our business. Knowing the value of their feedback, we encourage our customers to give their opinions honestly and ensure they are satisfied with the result of our services.

If you have a problem with a commercial space that our team can help with then call us today. We will value your input and ensure you’re happy in every step of the process.