Customers make or break the success of your business and its products. The duty of a business owner is to understand and meet their customers’ expectations and desires. According to BBC News, “there are four main customer needs that businesses need to consider – pricing, quality, choice, and convenience.” Keeping these needs in mind, you can come up with questions for you to improve your product at every opportunity you get. There is always room for your business to improve. You want your business to thrive. Proactively asking for customer feedback will motivate you to improve your products. To receive constructive feedback, you need to ask the right questions. Here are some examples of questions you could ask your customers.
How did you find out about us?
Customers frequently hear about new businesses through social media or by word of mouth. According to Forbes, “asking customers to reveal where they found you is one of the most important questions when it comes to fine-tuning your marketing strategies.” Customers are always on the prowl for new brands and products. Nowadays, with everything going digital, having a strong presence on social media can be a great advantage to putting your brand and its products out there for people to consider for purchase. For example, if your brand promotes healthy eating, you can promote it on social media by getting testimonials from influencers and customers alike and offer social media followers an incentive, such as a discount, to push them to try it out for themselves. These tactics can help attract more customers to try out your product.
How satisfied are you with our products?
Customer satisfaction is the foundation for customers to remember and review your product’s quality and share their experiences with your products. The metrics and data associated with customer satisfaction help measure customer loyalty, identify unhappy customers, and attract new customers in a competitive business environment. Customers that give high ratings on a product are more likely to recommend it to others, as well as purchase it again, whereas low ratings result in the opposite. Connecting with customers on a personal level can help build strong relationships with them. You want customers to fall in love with your product and recommend it to as many people as possible. This will not only increase profit for your business, but it will also bring in new loyal customers.
What did you like best about our product?
Focusing on the positive aspects of your customer’s experience may just get you to forget about the negatives. Companies want customers to talk positively about their organization. For that to happen, customers need to have good experiences with the brand. Positive feedback results in a good reputation as well as customer retention. Getting permission from customers to share their feedback and reviews can help build a base of testimonials about the quality and satisfaction related to your business and products. Your product revolves around your customers. Customer feedback defines how well your business stands out from competitors.
Did I resolve your issue?
Customer support is the main resource customers depend on for any questions and concerns. This could include returns & refunds, complaints, general inquiries, and product shipments. Customer feedback encourages businesses to do better. Negative feedback is unavoidable. Should you encounter a situation of conflict with a customer, the go-to next step is to take responsibility for the issue and strive for a resolution, through a discount, refund, or other solution. So long as the feedback is genuine and constructive, this is a wonderful opportunity for you to continue to improve your product. Asking customers if you have “resolved their issue” shows that they feel heard and validated. This will also give you an idea of what customers like and dislike about your product.
Would you recommend us to a friend?
To recommend your products to a friend, customers really need to love your products. This means adhering to their feedback, listening to what they have to say, and offering incentives, especially to returning and loyal customers. In other words, behavioral segmentation. A simple example of this would be in the hospitality industry. Airlines, restaurants, and hotels give different levels of customer service according to the loyalty program rank of their customers. Yes, the services are unique to each sector. But customers make their choices, especially those of repeat visits and purchases, based on their positive experiences. For loyal customers, tracking their experiences over time and continuing to engage them will make it easier for them to advocate for your brand to those in their network.
Gauging Customer Engagement with Customer Experience
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