4 Ways To Use Customer Feedback To Help Your Business Survive

By: Sofie De Beule

November 26, 2013

As the market evolves fast and companies constantly need to prepare an answer for evolving needs and tastes, feedback from your customers is what you’ll need to keep your business successful.

Incorporating customer feedback into your business has become a lot easier since the presence of social media. Customers can be reached very easily and the speed to join in on their conversations is high.

Companies involved in social media monitoring and engagement find this instant customer feedback to be a lifesaver for their business.

Here are 4 ways to use customer feedback in your business strategy:

1. Read your business reviews

It’s as simple as that, but many business people forget the one thing where it all starts: reading the actual business reviews. While everyone wants to dig into conversations on Twitter and Facebook, the actual ‘conversation’ might be taking place somewhere else.

On Google, Yelp, Zagat and millions of other review sites, customers give strong opinions on how they really feel about your product or brand. This will undoubtedly influence others.

2. Look for insights

It’s a good idea to ask your audience what they would modify about your business. In addition to that you should observe how they interact with your website. Examining user behavior can offer you key insights on how to improve your business.

Using Google Analytics to optimize sales, clicks or whatever is interesting for your business, can help optimize user experience. Making the necessary changes to your website, needs to be one of your priorities.

3. Adapt to new trends

Whether your brand has an inflow of 500 messages a day or “only” 50, this customer feedback is of great value.

Whenever you see a shift in the type of feedback, make a proactive change to what you’re offering before engagement levels drop. Once you start to realize a certain offer isn’t working for you anymore, you have to come up with something new.

Don’t wait too long in responding to a shift in feedback because before you know it, customers will be dropping out.

4. Participate in the discussion

Reading the reviews was a good first step, but it doesn’t stop there. You have to actively participate in the discussion. If you come across a negative review, respond to it!

Never fight with your customers and tell them they’re wrong, but try to shift their attitude towards your company. Depending on the type of business you’re in, you can for example give them a refund or a future discount. Or why not try using your imagination?

How do you manage your customer feedback? Let us know in the comments below!