No matter how great your products or services are, you need happy customers to keep them coming back for more. Don’t underestimate the power their word about your business has when it comes to generating new customers too. Finding out what people are saying about your business can help you to see what you are doing well and where you need to make changes.
Studies show people are more likely to share business information when they are unhappy with the overall experience. This is sad though because they tend to take a good experience for granted. When someone isn’t happy, they do more than decide not to buy from that business again. They often tell friends and family about who to avoid and why.
The power of social media can work for you or against you too when it comes to what people are saying about your business. It is a good idea to monitor that to find out what is being shared and where that information is coming from. If they are legitimate customers, you need to contact them and try to remedy the situation. If it is a competitor trying to sabotage you, take action against them.
Consumers are often very conscious about where they spend their money and who they shop with. They want their money to be spent on quality products or services they can count on. Read reviews from previous customers to see what they are sharing. What pros and cons do they share about your business? What themes do you pick up on that are working and where do you need to make changes.
Due to the vast number of people who shop online, reviews are commonly read to verify the credibility of a business. Even if your business is brick and mortar versus online, they are checking those reviews to see if you are worth getting their money or not. They don’t want to leave it up to chance. These people don’t know each other most of the time but they are gaining a wealth of information from one another.
A common complaint about any business though is the lack of effective customer service. Take a close look at what you offer and where you can make improvements. Do you make it easy to get in touch with a person on the phone or through an online chat system or email? Are your customer service agent’s friendly and well trained? They should be able to help ever single customer efficiently and successfully.
Address Common Concerns
As you explore multiple places to find out what customers thing about you, there are going to be some common concerns you pick up on. This means not one or two people are unhappy with a given concept, it is several of them. Perhaps they don’t like the long wait time for delivery or package are damaged when they arrive. Based on such information, you may need to change your packaging to protect items and find a better shipper to work with.
Forecast Future Wants and Needs
Listening to the feedback and comments from your customers can also help you to gather information for future products or services. What do they wish they had which is not offered? Where are they headed with trends and future buying? This information can help you to introduce products and services that keep them coming back for more!
How to Monitor and Collect Data
It is a good idea to outsource the need of collecting data and identifying what others are saying about your business. This unbiased 3rd party will have the resources and tools to get the job done efficiently. They will be objective and share with you what they find. It can be hard to hear at times when there are problems, but you can’t fix them until you know about them.