Now let’s look at 6 main tools for obtaining the customer connection. For example: Feedback form, FAQ, Newsletter, Polls and questionnaires, Calling Customers.
Customer feedback tools
Now let’s look at 6 main tools for obtaining the customer connection.
#1 – Feedback form on your website + book of complaints and suggestions
Both of these tools allow the customer to share their opinion with you about the quality of your products or services. True, the customer connection rarely uses them.
The client must be either as pleased as possible or as furious as possible to write to you through the feedback form, or leave feedback in the book of complaints and suggestions.
But, nevertheless, there are such clients, which means that both the feedback form and the complaint book will be useful to you.
#2 – FAQ section
The FAQ section or Q&A section on your website – the customer connection is a very good way to find out the gaps in your products.
If you get the same questions about your product very often when you the customer connection, then something is wrong with it. Write down all the questions and be sure to correct any mistakes.
After all, you create a product primarily for the client, and not for yourself!
#3 – Newsletter
If you run a newsletter that your customers subscribe to, you have another great feedback tool in your arsenal. With the customer connection, you can engage your customers in solving your company’s problems.
For example, you know that there is some the customer connection about the late delivery of your company.
You can send your subscribers a case about a company that regularly lost some customers due to late delivery, and ask them to find a way out of this situation.
If your subscriber base has at least 1,000 people, then if at least 10% respond, you will get 100 great solutions to your problem.
And to reinforce the request and guarantee a response, make several nominations for the best case and valuable gifts to the winners. The effect is guaranteed!
#4 – Polls and questionnaires
The main purpose of surveys and questionnaires is to get new ideas to improve your products. Key questions used in surveys and questionnaires:
What can be improved in our work?
How would you rate our product (service)?
How did you hear about us?
Would you recommend our company to your friends?
Believe me, clients love to be involved in the process and share their opinions and ideas.
It is very cool to use polls from the MIF business literature publishing house – be sure to pay attention to how they collect ideas and attract customers to cooperate!
#5 – Monitoring the Internet and social networks
It is important to remember that modern buyers almost do not use the books of complaints and reviews, but the Internet – with might and main! You need to control what customers say and write about you.
Now on the market there are many different programs that allow you to do this. Look for feedback and complaints from your customers on the Internet and the customer connection to improve your products.But don’t forget to filter comments.
But once you find constructive criticism, you already know what to do with it. Turn it into a useful recommendation.
#6 – Calling Customers
When you call your client directly, you thereby emphasize his importance and significance. Let you feel your interest in cooperation and increase its loyalty.
During the call, you can always talk to the client and get invaluable information from him, which he could miss during the survey.
By implementing all 6 tools, you are guaranteed to receive a lot of free and useful ideas to improve your products!
How to encourage feedback?
Believe it or not, the easiest way to get feedback is to ask your the customer connection .
People appreciate direct contact. They care that you care about their opinion. And you, thus, emphasize the importance of your customers.
But direct contact does not always work.
If you write to a client once a year or send him only a promotional mailing list, then your request for feedback is likely to be perceived by the client as just another sales gimmick. And, in most cases, they will simply ignore your request.