Customer’s Feedback: the reason why it is important
Companies generally have an idea of their performances through a series of tools that keep them informed on how business is going. Reports and metrics, for example, are commonly used as a measurement for processes within a specific team or department and, from them, the company receives feedback and learns about the effectiveness of its efforts, defines points of action, priorities, discovers changes that need to be done and points that need improvement. But confining the learning process of how your company is performing on just numbers and statistics is enough?
Off course the numbers and charts are meaningful and they can give you a good insight on how everything is going and they can also be useful and insightful on teams’ performance, but it is important that you do not forget to learn directly from the source: your customers.
Customers’ feedback is crucial when it comes to marketing stakes. Nowadays, when thinking of buying a product, or engage with a service, 91% of customers affirm that they trust other customers reviews as if it was a personal recommendation. Each day people become more aware of marketing techniques and they will not trust your product description saying your company offers the best deal or your product is the right choice for them: they want to hear it from other people, their peers, and they will trust on what they have to say.
That is why customers’ feedback is so important, and better than metrics or sales reports, can give you an honest and transparent insight on how your business is doing: “Are your products good?”; “How is your customer support team performing?”; “What can your company improve?”, the answer to these questions is on the voice of you customers, you just have to listen to them.
There are many ways to get the information that you need. You can set up surveys asking about specific matters on your service, you can add a commentary box on your products and let customers evaluate them, but don’t forget: nothing will make your company understand the customer’s needs, disappointments or expectations better than a direct channel of communication to them.
Email or contact formularies may not be the answer. In truth, customers may feel frustrated when trying to contact you company and the only way they can do it is leaving a message that they don’t know if or when they will get an answer. So, be open to them. Okomo, for example, is a Real Time Communication widget that you can easily integrate on your website and other digital platforms, and allows customers to contact the right person inside your company to help them. No more lost time on the phone hearing generic music on loop and the constant message “I will transfer the call” after your customer has explained for the 10th time what is the problem or concern. Okomo allows the person who wants to reach out to your company to choose in the filters if they want to talk with someone from sales or IT.
Simple as that. The customer’s feedback will be heard more easily because it is being channelled to the right department: if they have a problem with the software, this information will not be lost because they talked with someone insightful.
You have the opportunity to really listen to your customers or clients, to pay attention to hat they have to say and from that make your company improve, your business boost and achieve greatness on your field. Customers that feel listened will perceive that you company or brand is trustworthy, thus they will stay and continue to use your services and buy your products. Find out more about Okomo can help you enhance communication with your customers and prospects and all the other features that we have to offer and can help your business. Don’t be shy and reach out if you have any question, we would love to hear from you!
