What Are You Doing With Customer Feedback?
Businesses are often on the quest to pick the brains of customers, looking for feedback about products or services. However, the process often ends with volumes of data that might be used in limited situations, if at all. Certainly fixing quality or logistic issues is one use of customer feedback that can improve business operations. Here are several other ways you can use these insights to grow your company and strengthen customer relationships.
As suggested in “5 Cool Things You Can Do With Customer Feedback,” posted by Akshaya Venkat on Entrepreneur.com, today’s customers are far more likely to offer feedback than in the past. Online surveys make it so easy to peek into the lives of your customers and learn how they are using your products or what they think of the services that you offer. In addition, it’s never been easier for businesses to listen to what customers are saying on social media sites or to engage customers in conversations on these sites. You are only a tweet, post, or snap away from reaching out to customers and the feedback that you can get could be used in so many ways.
Putting the right technology in place is paramount for capturing customer feedback. A customer relationship management (CRM) solution can be used by customer services teams, sales, marketing, and project managers to document customer interactions. You can use a modern CRM solution, such as Microsoft Dynamics CRM, to connect with social media sites and to release marketing campaigns as well as customer surveys. As responses come in, you can use built-in business intelligence and reporting features to make sense of the feedback you are receiving. As Venkat suggests, you can review support tickets, follow customer discussions in online forums, and listen to their commentaries. You can then use this information to develop better products, improve features or services, and earn the trust of your valued customers.
Don’t let valuable customer feedback get lost on hard drives and forgotten. Contact AKA Enterprise Solutions to learn how you can capture customer insights and put them to good use with the support of CRM.