Improve Customer Relationships with Professional Community Management
Happy customers are the reason why companies become successful. If there are no customers, there’s no way for the business to continue operating. As customers keep businesses running, businesses need to continue meeting the demands of their customers by understanding the products they want to buy—it goes both ways. Why would someone want to give their hard-earned money to a business that doesn’t care about the opinion of the people who keep it above water? That’s why voice of the customer (VoC) programs are essential for a community management agency to understand customer satisfaction.
Most businesses have some kind of VoC program, and most likely you’ve encountered one. Surveys on the back of receipts and emails asking you to rate your experience are some of the common ways companies go about collecting feedback from their customers. In this case, any feedback is positive feedback. It’s important for a business to understand exactly what their customers either loved or hated about their experience purchasing a product or service. This feedback helps the business to understand what they need to do more of or change in order to remain successful in their industry.
As a leading community management agency, we understand just how important it is to listen to our own clients. We want to please them because if we aren’t providing them with the services they desire, they will choose to go elsewhere for business.
Here at Bright Age, we recognize just how important it is to build strong relationships with our clients. To help any businesses looking for some advice, we’ve outlined a few key tips to help you understand the customer satisfaction process.
Collecting Feedback
One of the best ways to collect feedback from your customers is by offering surveys. Surveys are helpful because the business can ask a variety of questions about the customer’s experience and then use this data to help strengthen the business. These surveys can be emailed, linked at the bottom of a receipt, or even conducted over the phone. Businesses can also offer incentives such as gift cards or free products to entice customers to take the surveys.
Another great way of collecting data is by asking customers to leave ratings online. Ratings are often the deciding factor in helping potential customers decide if they want to purchase a product or service from a particular business. Since these ratings are visible to both the customers and the business, they definitely motivate the business to stay on track in providing the best quality service.
Analyzing the Data
After gathering the feedback, the next step is to analyze the data for any common themes. If a lot of customers are mentioning the same issue about a product or service, it becomes evident to the business to quickly take any needed action.
This part of the voice of the customer (VoC) process can be very time-consuming because there is going to be a lot of data to get through. As a community management agency, we understand just how important it is to meet the needs of each of our valued clients. We recognize that our clients have many other agencies they could have decided on, so we want to use their feedback to continue strengthening our agency to meet their demands.
Implementing Necessary Changes
Once all the customer feedback has been thoroughly collected and analyzed, the business then needs to decide if they should make any changes. If there was a certain issue that was continuously brought up in the surveys or ratings, it’s pretty obvious the business needs to take action to fix the situation. If the ratings are flooded with five-star reviews about a certain product or service, it helps the business to know they are on the right track with keeping their customers happy. Overall, it is essential for businesses to have voice of the customer (VoC) programs to create an organized way of interpreting customer feedback. Starting with collecting the feedback, many businesses choose to send out surveys and ask customers to leave reviews either on Google or on the personal business website. Once the business feels like they have a good amount of feedback to sort through, they need to start analyzing the data. They should look out for commonly mentioned issues or product ratings that have glowing reviews. After all the data has been analyzed, the business can then implement any necessary changes according to the feedback left by the customers. The VoC program will help your business remain a leader in your industry by understanding the opinions of the ones who keep it running—your customers.
