Trying to understand why customer feedback is important to your business? Find key reasons and explanations why customer feedback is valuable in this article.
Why is customer feedback important?
Customer feedback captures your customers’ expectations and experiences when interacting with your product or service. Monitoring customer feedback can help you understand what their experiences were like, and therefore, how well you’re delivering on their needs, giving you a better understanding of their sentiment towards your business and whether they’d be likely to become loyal customers.
How can customer feedback benefit your business?
Drive customer retention: Understanding if your customers are happy is the key to loyal, repeat purchasers that sing your praises to family and friends.
Shape your business: Tangible customer data can help inform decisions you need to make now, and in the future. It’s the type of data that can shape everything from new product development through to strategic marketing initiatives.
Facilitate continual improvement: Stay agile with data right from the people who use your product or service the most - your customers. Continual improvement shows that you’re not only listening to your customers, but that you value their input.
Manage your online reputation: From Google Reviews to viral social media posts, monitoring the voice of your customer before problems escalate can save your reputation. In addition, channelling positive feedback into online reviews can drive future sales.
Keep employees engaged: Being able to clearly see the outcomes of employee interactions with customers, will give them a greater understanding of how they contribute to business success.
Find out more information on our website.