SHIVANGI BANSAL | 2018-11-19 12:00:00
Set your priorities straight. Customer Feedback needs to be taken at the right time, from the right people, in the right way. To know the right time to collect Customer Feedback read our Blog on How to Efficiently Collect Customer Feedback in which we talk about how and where to place feedback surveys to get the maximum result.
Now addressing the elephant in the room, all customers are not important for a business, that is the harsh reality of life. The customers that are paying for products/ services will be given priority over those who are using them for free. This attitude comes from a simple assumption that if someone is investing in certain products they will tend to use them for a longer period of time compared to someone who is not invested and using it for free.
1. Distinguish your profitable customers from your unprofitable customers
Certain customers will visit your website to either buy inexpensive products or nothing at all. Investing time and money in such customers will cost the company more than it will make. Therefore customers who are making regular purchases should be given more attention and are those customers from whom we should collect feedback to serve them better. To know more about how to make them feel valued you can read our Blog on Benefits of Incorporating Loyalty Programs in Your Business.
2. Study Customer Pattern of Use
As stated above you take customer feedback from the customers you want. A lot of companies try to satisfy different demographics which is not practical. Every sector has its own patterns and needs, it's not possible to generalise it in one product for everyone. When a company is trying to collect feedback, it will receive different feedback from all these sectors which will be difficult to compile in one product. Therefore feedback should be collected from that particular set of people who your company would like to cater.
3. Evaluate the Feedback
Now that you’re getting related feedback from your targeted customers it doesn’t mean that you will turn every suggestion into a feature in your product. When you get a particular suggestion or a feature that a customer desires, try to find out if there are other customers making similar demands and why? If you find other customers who have problems that this feature can solve then incorporate it into your product.
Following these simple steps can help you ignore the unnecessary feedback that won’t help your company grow in a direction and lets you focus more on the important customers who expect more attention from your company and needs to be valued by hearing out their problems.
CUSTOMER FEEDBACK ANALYSIS
CUSTOMER FEEDBACK TO IGNORE
CUSTOMERS TO FOCUS ON