What is customer feedback?

Definition 

In business, customer feedback has become an indispensable factor. It has become a familiar term in the relationship between sellers and buyers.

It helps managers perceive how customers feel about a product, service, or even an experience associated with a particular brand. Feedback is a form of feedback, providing opinions and reviews from the customer's perspective to the supplier.

Customer feedback often appears most often on sales sites such as Facebook, Instagram, Shopee, Lazada, and Tiki...

Is customer feedback good or bad?

There is a common mindset among the crowd that when customers voluntarily submit feedback, the information received often focuses on weaknesses and complaints about imperfect aspects of the product or service.

This assessment may even be subjective due to misunderstanding or improper use on the part of the customer. As a result, if these responses are consumed or spread to other potential customers, it can create a boycott and negatively affect the business. Therefore, many people think that customer feedback is negative.

However, from another perspective, customer feedback is truly a valuable source of information and it provides the basis for businesses to make accurate decisions and strategies for the future. Plus, if a business's product or service is good, it will attract a lot of positive feedback from customers.

These responses will help build potential customers' trust in your products and promote quick purchasing decisions. Sometimes, a positive response from a customer can be more valuable than a business's big marketing campaigns.

The importance of customer feedback for businesses

In the current competitive era, most businesses' focus is on their customers, so the role of customer feedback plays a very important role. Store owners take this quite seriously. They also look for methods to handle negative feedback appropriately to avoid negative impacts on their brand image and value.

The importance of customer feedback can be assessed from the perspective of the salesperson who can extract the most value from these feedback and reviews. Once enough feedback has been collected, salespeople can proceed with the analysis, processing, and implementation of important activities and plans.

Therefore, the role of customer feedback for store owners and businesses will be shown in the following aspects:

• Feedback is an indicator of customer satisfaction.
• That is the basis for improving and enhancing the quality of products and services.
• Provides a basis for optimizing customer experience.
• Support businesses to come up with more effective business strategies.

How to collect customer feedback

Typically, customers only give feedback when they have a problem or have had a bad experience with a product or service. Some people are hesitant to give feedback even after a negative experience. Therefore, businesses cannot just wait for feedback from customers naturally but need to have proactive methods to collect customer feedback.

To collect feedback from customers, businesses can apply the following effective methods:

• Call directly to collect reviews and feedback from customers after using the company's products/services.
• Conduct surveys via social networks: create a form to ask for customer feedback, and message customers directly after they complete a purchase...
• Place a feedback button directly on your website.
• Encourage customers to leave feedback through gifts.
• Conduct long-term surveys via Email.

By using these methods, businesses can gather important feedback from customers to assist in improving and growing their business.

To best support businesses in collecting customer feedback in particular and the entire customer service system, managers need support software to optimize work and save time. time, cost.

StringeeX software is not a software specializing in page management, but it can manage customers from many sources including Facebook Fanpage, Zalo OA, email, Live chat, video calls, supporting businesses in customer service activities, and promptly collecting and processing customer feedback effectively.

With StringeeX, all customer interactions and requests from all popular channels (website, email, social) will be synchronized and consolidated on a single software.

In addition, the Facebook page management feature on StringeeX meets basic needs such as replying to comments, and customer inboxes, recording information with notes, and collecting customer information (name, phone number, email...) using only one tool.

Currently, StringeeX helps many businesses to operate omnichannel customer service systems. For more details, please contact StringeeX immediately, you will receive more detailed advice about the Contact Center service and receive a quote.

Methods to utilize customer feedback effectively

Improve and develop products/services

Positive feedback from customers helps brands understand the strengths and limitations of the product/service. By listening to opinions and feedback from customers, businesses can continue to develop existing products/services or create new, higher-quality products/services to meet customer needs.

Consumers are only willing to buy a product/service if it truly meets their needs. Using feedback from customers is also an effective way to research and develop products/services.

Leading brands such as Dell, Apple, Microsoft, and Amazon have achieved great success thanks to their efforts in researching customer feedback. They understand what customers want and continuously refine their products to meet every customer's expectations.

For products/services to achieve a solid market position, connecting information from customer feedback with the product development process is very important. At the same time, this also helps define the brand image effectively.

Measure customer satisfaction

On the customer journey, businesses need to pay attention to marketing effectiveness metrics. An important metric is customer loyalty, measured by the number of customers who return to purchase your products/services.

According to HubSpot, 93% of customers return to purchase if they are satisfied with the product/service. This shows that through feedback from customers, you can predict the likelihood of customers returning.

The survey details customer satisfaction levels and provides important information about customer expectations. Businesses can evaluate customer engagement and loyalty through this survey.

Improve your business's customer service

Feedback from customers is a valuable tool to help customer support teams analyze and improve service quality. This is not easy and has a significant impact on a business's reputation.

Customer service staff represent the brand and directly interact with customers. Therefore, customer feedback will help improve communication with customers. Small improvements like these can create bigger advances for businesses.

At the same time, negative feedback is also a way for businesses to absorb opinions that do not convince customers, thereby making the most appropriate changes.

Leverage a source of word-of-mouth marketing

Choosing and using customer feedback wisely can bring many benefits to businesses. You can use positive feedback as a reliable word-of-mouth marketing method, helping customers appreciate your business and spreading compliments to many others.

Many studies have proven that 8/10 new customers buy products or services from businesses based on positive feedback from old customers. Therefore, collecting feedback from customers is very important to expand a business's customer list.

Help leaders come up with the right strategy

Feedback from customers is an important resource that managers can use to make smart and timely business decisions. From that feedback, managers can identify brand advocates and improve and research the market to create effective future strategies.

What should I do if I receive negative feedback?

Negative feedback can hurt a business's image. And of course, negative feedback is unavoidable in business. Most importantly, we need to have skillful and flexible measures and handling methods to avoid causing unfortunate consequences.

Here are some ways to handle receiving negative customer feedback:

• First, send a thank you to the reviewer for their honest feedback
• Resolve problems quickly and correct process errors appropriately to keep customers satisfied.
• Respond with sincerity, and honesty, take responsibility for yourself, and don't blame anyone.
• Take time to process your emotions before going back to the customer.
• Determine whether the Feedback is constructive or destructive. If it is offensive feedback, you may not need to worry too much.

Conclusion

The above article has provided very detailed information on how to collect and utilize customer feedback to help improve service quality as well as increase sales for the company. StringeeX hopes this article will help readers in customer care activities as well as business growth!