Customer feedback is one of the most useful tools for a brand to improve areas of dissatisfaction if there are any. Not only that, it can help you get to know your audience better and you can see what your brand is doing right too. It can strengthen your brand reputation as one who cares about its audience and sees them as more than just a paycheck. Here are a few of our top choices for collecting customer feedback.
1. Surveys with incentives: these are a great tool and entice people to take them to receive something in return for their time.
2. Net Promoter Score (NPS): this keeps it short and simple for your audience. It will ask a single question, such as, “How like are you to recommend our brand to a friend or colleague?” The answer is a scale of 0-10. Zero is not at all and 10 is definitely. Those that rate you high should be asked for reviews, testimonials, etc. if they’re interested.
3. Emails: check in with customers on a regular basis. Email marketing is a great way to do this. Some tools allow you to create small surveys within MailChimp to gather information about certain brand topics.
4. Social media: read comments and see what people are saying about your brand.
5. Interviews IRL: a lot can be missed with just online feedback. Body language is nonexistent behind a keyboard so it’s important to engage with some customers in person. Read their body language and the tone of their voice. These can tell you a lot but make sure you ask the right questions to get the information you need. The more specific the better.
6. Website Live Chatbot: collect information from the live chatbot on your website. Have them ask a question when your customers come to your brand website landing page.
Finding out what your audience really wants from you and how they currently perceive your brand should be your top priority. Happy clients equal happy revenue streams. Humanizing your brand to audience connection with strengthen your relationship.
