Customers’ feedback can be a great source of learning, especially when it comes from customers who are not happy with your product.
We know that Steve Jobs never asked his customers what they need. Mark Cuban doesn’t prescribe it either. Numerous entrepreneurs think that asking customers about features they want to see in their product is useless. Ultimately, no one knows better than the owner, in which direction a company should go. Plus, your customers don’t really see the value or a specific need until they use the new product.
However, by then, your education and relationship with customers begin when you actually put your product out in the world. And that’s the time when you should ask questions to your customers and begin listening to them. What do they like about the product, what do they think should be better? How would they talk about your product in the social media? Here are the best advantages of listening to your customers.
When a customer comes to you with some kind of an issue, your job as a customer service agent is to get to the core of their issue.
You can do that by making inquiries, listening and trying to understand their requirements. This kind of approach, rather than talking and insisting on the one goal that you believe is the best, will benefit for you. Once a customer feels that they can rely upon you, they will wind up the faithful.
Customers’ feedback can be an extraordinary source of learning. Particularly when it comes from customers who are not happy with your product. They can give you an understanding that will enable you to fill the gap between their expectations and what a company is able to deliver.
Just don’t send them surveys that contain huge amounts of questions. Figure out how to get input from customers in the first place. We recommend an NPS survey, which contains one primary question: “How likely are you to recommend our company to a friend or colleague?” followed by an option to add a short remark. This way you can dispel numerous doubts about your service.
There’s a big difference between a salesperson and customer service representative who listen rather than simply talking and selling. When you ask questions and focus on listening to the customers’ answers, you get to the base of their needs. This empowers you to provide the solution that is perfect for them, not just the one that you want to sell.
You also put customers in the first place, which they can feel and it makes them more likely to buy from you.
Regular customers spread the word of mouth about the great experience they got from your company. They are more likely to discuss it using social media.
Invest in tools that will inform you whenever a discussion about your company happens (We can suggest Mention). You can also search for discussions by using hashtags. Join the discussions and let customers realize that you value their opinion.
Regular customers spread the word of mouth about the great experience they got from your company. They are more likely to discuss it using social media.
Invest in tools that will inform you whenever a discussion about your company happens (We can suggest Mention). You can also search for discussions by using hashtags. Join the discussions and let customers realize that you value their opinion.
There are lots of benefits of listening to your customers. Regardless, the most important is the strong relationship you make with them. When you listen to customers, you find out about their issues and pain points that need to be solved. You are additionally strengthening the bond of trust and that’s the most important part of any relationship.
