Gathering and acting upon customer feedback is extremely valuable to companies of all sizes. Not only does it allow you, the business owner, to address unmet customer concerns, but it is helpful in improving the overall customer experience in order to attract new customers. Below, we have listed three techniques to help you better listen to your customers:
Study the Stats
Your company website should have some type of tracking device installed. If it does not or if you’re unsure, contact us or your web administrator. These tracking systems, such as Google Analytics, provide invaluable insights to the audience and demographics of your visitors and their behavior while on your site. Statistics, graphs and percentages tell you how many people are visiting your site monthly, where are they finding you online and which pages get the most number of views and why. Gathering this information and using it to your advantage will surely put you leaps ahead of your competition.
Take a Poll
Conducting a poll or survey is an excellent way to gather specific information about your overall customer experience. Whether you own a brick and motar store or manage an eCommerce storefront, asking customers for their opinion of you will let you better serve them next time and hopefully convince them to tell their peers. We’ve listed a few questions below to get you started with your survey:
- How was your overall experience?
- What was the purpose of your visit?
- How did you hear about us?
- What did you enjoy most about your visit?
- What would make your visit more enjoyable next time?
Join the social conversation
Social media has really blown up the way we gather and respond to customer feedback. These networks provide excellent “listening platforms” that allow you to build-up relationship with customers you may not have met face-to-face. Social media allows you to act immediately to ensure your customers are happy and any concerns are addressed right away. People are talking about your business online– it’s time to join in on the conversation!
Need help gathering feedback or want to learn more ways to better listen to your customers? Schedule your free 1/2 hour consultation today! You can email us at: letusmarketyou@oldcity.com with “I’m Listening!” in the subject line or just give us a call: (904) 829-2772