Boost your customer experience using survey software. Here are the 3 major benefits to getting customer feedback and and why you should be doing it.
This is part 3 of a 6-part series on increasing sales through improving the customer experience with your website.
How To Copy What Big Companies Do Without The Big Price Tag
The Greatest Way To Make a Difference
What I’m going to share with you now is ONE of the GREATEST ways to make a massive difference to your company.
Who Is This Applicable For?
No matter your size this is applicable.
Most companies don’t do it. The ones that have done it poorly, have seen no results, but the ones that have done it properly, have reaped MASSIVE benefits.
Let’s start out by saying that ALL companies are inefficient.
Even if you’ve worked hard at it, there will always remain an inefficiency.
A way to do things better.
Another fact is that NO-ONE has all the answers. You might have most of the answers but not all of the answers.
Life is all about making choices! Here’s a list with 11 Good Choices that you will never regrat making!
Who’s In The Best Position To Help?
Let’s look at who is in the BEST position to give you feedback about your company, product or brand?
Your customers. That’s right. They are in the BEST position to help you.
What Does a Swindler Do?
A swindler sells a product and runs for the hills before the customer realises what’s happened.
A trustworthy company is there for them after they have bought and is willing to help them get the maximum value from their product and solve any problems. Do you see the two ends of the scale?
To the customer, most companies fit somewhere between these two ends.
I want you to communicate with your customers that you’re on the trustworthy end of the scale and there for them!
2 Reasons Big companies Spend Millions On Survey Software & Market Research
Firstly, to identify weak points in their offering.
Secondly, identify opportunities.
Despite them spending millions on survey software and market research,
It generates a positive ROI to make it worth their while.
What Are The Benefits To Your Customers Of Survey Software?
Firstly, it shows them that you care and respect their opinion. It builds trust and makes them feel appreciated. The opposite of a swindler.
Secondly, it creates open communication between you and your customer. As with all relationships, sometimes giving feedback is the trickiest part. But after some constructive feedback the relationship is stronger than ever.
Thirdly, it might give them a better product/service as you solve problems.
Remember that feedback from your survey software can be both positive and negative.
It’s good to know what you’re doing right, and it’s just as good to know where you can improve.
If You Want a Happy Customer Just Ask Them.
How This Principle Applies To You.
Do you know what they say is THE MOST powerful thing in the world?
Love, hope, money?
No. The answer is an idea.
An idea can change everything.
All the big wars started off with an idea. All great inventions started off with an idea.
History is shaped by an idea.
How Does This Apply To You?
You’re focused on growing your company and there are a hundred things demanding your attention daily. The same is true for your staff.
What I’d like to propose is that you get your customers to help you.
Ask them for their thoughts. You’ll be surprised at how willing they are to give you their opinion. It has to be done properly to benefit everyone, but we’ll look at those details later.
The best way of doing this is to automate it using survey software.
The 3 Benefits For Your Customers
Right now, I want to recap the THREE benefits for your customers.
Firstly, it shows them that you care and respect their opinion. It builds trust and makes them feel appreciated.
Secondly, it creates open communication between you and your customer.
Thirdly, it might give them a better product/service as you solve problems. (If you implement it.)
So they’re willing to help you out. You just have to ask them very nicely.
2 Major Benefits For You
Firstly, to identify weak points in your offering.
Secondly, identify opportunities.
After customer feedback you might find a number of areas in your offering that you can improve on.
Maybe these shortcomings are why customers aren’t referring you to their friends?
Maybe it’s why they don’t buy from you again? Maybe they all don’t like the color of your logo! Who knows, there’s no way to tell unless you ask them.
If you want to prioritize areas to focus on, I’d suggest the weak points that your customers have identified is the best place to start!
I could go into HUNDREDS of examples here about how customers quickly identified a companies weak points and they were easy to resolve and afterwards the company had a growth spike.
If your goal is to have a happy customer, JUST ASK THEM where you can improve. The best way to do this is to automate it using survey software.
They’ll tell you!
The Second Benefit For You. All Good Things Come To Those That Ask.
We previously said that if your goal is to have a happy customer, JUST ASK THEM where you can improve.
We then mentioned how this can bring you MASSIVE benefits. You’ll quickly identify the most critical concerns your customers are having and be able to remedy those.
This really is the best and fastest way to improve your offering.
The 2nd Benefit To You Of Survey Software
Today I want to focus on the second benefit to you, identify opportunities.
This is what I’m most excited about. I guess it’s because I’m an ideas person. I just love brainstorming ideas on how to make things better for my customers.
You’ve probably come across a few of our apps in our offering and I want to share with you how they came about.
I do my best to keep an open communication channel with our customers. I’m often asking for feedback or if we can help them in any way.
Many times a few of them have responded with a certain request. They’ve seen something on the web that they liked and were wondering if it’s possible.
They’ve literally done the work for me! I quickly noticed that a few customers where requesting the same things, and we set about implementing these identified opportunities. That’s how many apps came into existence!
How It Applies To You
While you might think that it only works for us, I can tell you this applies to every business.
Your customers are the ones using your product and service and are in the best position to identify opportunities for you. When you start asking them you’ll be amazed at how many of them want the same two or three things.
These are MASSIVE opportunities that you’ve been ignoring.
What’s The Key?
Just ask. They’re willing and want to help you! Yes it helps them in the process but they’ll give you feedback! Both positive and negative.
I can guarantee you’ll be surprised at how easy it is.
Go on, ask them!
How? Install some survey software that automates the whole process!
Are You Missing Out On a Great Opportunity?
It’s possible and very probable. Right now many of your customers may have identified a pain point in using your product/service and you might be unaware of it.
Maybe they’d refer you to friends, but they keep thinking if only you got this right they’d recommend your product/service.
Maybe they go to a party and tell friends about your product/service, but always end it off with a caveat “it would be great, except for this…” Is that how you want people talking about your company?
Let Me Tell You a Story
We have a coffee chain that I sometimes frequent. They spend a fortune on marketing, branding, creating a friendly atmosphere but they get something VERY VERY WRONG.
I’ve been a few times and always get a lukewarm coffee. Whenever someone else mentions this particular company I ask them if they’ve noticed this, and often they agree. So it’s not just me.
Imagine how much work it will take them after thousands of people have been talking about the lukewarm coffee they serve. They coffee is high quality, the vibe is awesome, the food tasty, but the coffee is lukewarm. That’s serious. It could all be prevented by pre-heating the cups. a simple solution that will save them a fortune one day. If only they’d asked their customers for feedback!
What Are Your Customers Saying?
Right now, if you asked all your customers about your offering what would they be saying?
I bet you they are willing to share some amazing ideas that are WORTH a FORTUNE, but you probably haven’t asked them.
If not, I really think it’s time you got some of their feedback. Don’t you agree?
Remember, you just need to ask them.
3 Benefits For YOUR Customers If You Learn To Just Ask
Over the last while I’ve been looking at one of the EASIEST ways to grow and improve your business.
It’s so easy it’s ridiculous. You just need to ask!
You’ll get both positive and negative feedback.
Right now, I want to recap the THREE benefits for your customers of using survey software.
Firstly, it shows them that you care and respect their opinion. It builds trust and makes them feel appreciated.
Secondly, it creates open communication between you and your customer.
Thirdly, it might give them a better product/service as you solve problems.
So they’re willing to help you out. You just have to ask them very nicely.
What’s The Benefit To You?
Firstly, to identify weak points in your offering.
Secondly, identify opportunities.
These are some massive benefits!
Remember that I said that your customers are going to give you both POSITIVE and NEGATIVE feedback?
Extra Benefit Of Survey Software
One of the fastest ways to build trust is to have customer testimonials. Prospects love to read about other people’s experiences of your company before they commit. You need to get some testimonials.
Customers that gave you positive feedback and are happy with your service/product and may be willing to give you a testimonial. This is the PERFECT time to get their testimonial as well.
Smart isn’t it?
What We’ve Done
I’ve spent a long time thinking about this whole process and put together a system to make it manageable and easy to implement. It even integrates with the reputation builder app as well.
It’s extremely easy to use.
All you need to do is ask your customers for feedback and then send them a link to give it to you.
A great way of automating this is by including this in your various email communications with your customers.
I really encourage you to JUST ASK your customers for feedback.
It takes just one great idea from your customers to skyrocket your business. You really can’t afford to miss out on this!
Your Next Step
Why not get our experts to help you with this? Have a quick look at our,
Go on, just ask your customers and you’ll be AMAZED!
You Deserve Great Insights. 3 Major Benefits
What this app does is get feedback from your customers.
- Improved opportunities – your customers will show you great opportunities.
- Improved weaknesses – customers will let you know where you’re letting them down so you can improve.
- Improved trust – customers will feel that you care enough to ask them their opinion and this builds trust.
Just ask,
What’s Next?
Read our next article in the customer experience management series:
Part 4:How To REALLY Impress Your Clients With a Client Portal
