22 Dec Customer Feedback Is a Vital Resource
Sometimes, to generate more business, you may need to employ strategies that are a little off the usual path. Your visitors and potential clients are the ones who most determine whether or not you will be successful, so figuring out how to best interact with and please them should be near the top of your list of online marketing goals. Naturally, then, getting customer feedback is one of the best ways to shape your strategy going forward and to achieve better results.
“In Their Own Words:” Creating a Survey
“What’s the most inexpensive and reliable way to get inside the minds of your customers? Just ask them.” It doesn’t sound crazy, right? In order to get the best possible feedback so that you can tailor your online experience to the needs of your target audience, you can just come out and ask what they’re looking for as they browse. You may not think about it, but about 2/3 of customers who cut ties with a particular brand do so because they don’t believe that the company cares about them. Prove them wrong by asking outright for what they want!
So, what tools can you use to accomplish this? One of the most effective methods is to run a survey. If you’ve made one before (or any kind of form, really) then you likely have experience with some of the biggest platforms for survey creation: sites like SurveyMonkey, Wufoo, and more. If you haven’t, then find one that you like and give it a try.
Once you’ve chosen a site, then you need to decide what kinds of questions to ask. Of course, before this, it’s necessary that you determine what exactly it is that you want from this customer feedback. What kinds of answers would be helpful to you? Are you looking for feedback on a recent selection of products that were sold, perhaps during a holiday special? Are you asking what kinds of things customers want to see more of in your stock? Whatever the case, keep this goal in mind as you craft your survey questions in order to gather the kinds of results you want and need.
Interviews to Gather Customer Feedback
If you’re going to present your visitors with a survey, then you should include a reason – an incentive – why they should want to fill it out. People more often than not choose the easier, simpler, and faster route, and even though it only may be a few questions, the survey might seem like an unnecessary inconvenience. “Sometimes, a little motivation can get them to respond,” though. Keep this in mind when crafting your survey; you should make it as short as possible so people are more likely to fill it out. Additionally, provide something like a coupon or discount to them for having completed it.
Though more rare than online surveys, you can use in-person ‘interviews’ in order to get more in-depth responses from your customers. “A recent study… suggests face-to-face inquiries are 34 times more likely to get a response than email questionnaires.” Of course, you may be unsure as to how to get people to come in for these interviews, but that isn’t impossible, either. If you have a brick-and-mortar store and someone is already there, whether or not they’ve made a purchase, you can ask them if they would mind answering a few questions. In return, make sure you allow them to give criticism, listen attentively, and, if you can, offer them a small reward in return.
Put simply, asking your customers what they’re interested in, or asking for their feedback, is the most effective way to get those answers. Once you have them, you can begin to take that data and use it to shape your business going forward. If you need some help determining how best to gather customer feedback, then get in touch with Eyler Creative. We will work with you to develop and execute a marketing strategy tailored specifically to your business’s needs.
We are a digital creative agency in Baltimore, Maryland with an excellent team of marketing managers, creative designers, developers and programmers all working together with one common mission – to deliver the absolute best client experience and solutions to reach your goals. We’d love to work with you on your next project.