You have a fantastic business that you know can improve the lives of your customers. Yet business growth seems to have plateaued and you’re ready for a change.
What’s a business to do? Listen to its audience, of course!
Your voice of customer (VoC) program helps your business, your customers, and even your employees. So how can you refine your efforts?
Keep reading for four tips that are sure to help improve your customer voice strategy!
1. Change Your Approach to Surveys
It’s always a good idea to ask for customer feedback. But determining what — and who — to ask can sometimes be a challenge.
In the past, survey questions were brief, simple, and offered little in the way of variance. It’s time to reassess your survey questionnaire process.
One great way to make your surveys more useful is to update them with more open-ended questions. Use specific language like ‘What about Product X do you like?’ or ‘How could this service be easier to use?’
The more elaboration you receive, the more customer feedback you’re truly getting.
As for who to ask, there are two key groups you’ll want to target: Those who shop with your business often and those who shopped once and never came back.
2. Analyze Often
In an ideal world, your business would constantly collect data and look at your findings once per week.
However, we know that not every business owner has that sort of time. Instead, aim for a few hours of analysis once per month or so.
The more time you spend analyzing your responses, the better you can serve your customers.
3. Follow Up on Feedback
Everyone likes to know their opinion matters. One great way to show your clients that you hear them is to follow up after your company incorporates their suggestion.
Let them know how valuable their feedback was and thank them for their time.
This can help eliminate the barrier many customers see between consumers and the companies they buy from and inspire trust that leads to customer loyalty and word-of-mouth advertising.
4. Involve Your Customer Service Team
Aside from your clients themselves, no one knows what your customers want more than your CS team. Therefore, it’s always a good idea to involve them in the refinement process.
Just like you asked your customers about their concerns, you can ask your CS team about the issues they’ve noticed when dealing with problem resolution. Record their feedback and be on the lookout for emerging patterns.
Check out this link to discover more about how you can synergize your team and involve them in your VoC program, too. A disjointed team means a sloppy business, and that’s not good for anyone.
Making the Most Of Your Customer Voice Program
To wrap things up, learning more about the customer voice means changing how you listen. Take in data whenever possible and make active changes. You’ll see results in no time!
To learn more about how you can grow your business, make sure to check back with our blog! We’re constantly posting new and helpful content aimed at assisting entrepreneurs like you!