Smart Work

Why Customer Feedback Is Valuable to Your Business

Posted 19 June 2017 | BY Sansan

Tapping into your clients’ thoughts and needs is a good way to win over new customers and retain current ones. Here are five ways getting feedback from customers can help your brand.

  1. It improves your products and services

Listening to what your customers say about your products and services is a sure-fire way to improve what you have to offer and, in turn, attract more customers. This is especially useful when you introduce new products. While market research might give you an idea about what your customers want, getting feedback from the people who actually buy your products is priceless. If you want to improve the user experience, this is the audience you must listen to.

  1. It reveals new trends

When you receive customer feedback on how your products and services can be improved, it might also reveal new trends and tools you can take advantage of. It tells you what your customers’ expectations are and gives you the chance to stay ahead of competitors. This should then shape how you market your business.

  1. It feels more authentic

Potential B2B customers go online to find out more about your company, products and services before making any business decisions. They are also more likely to react to positive feedback from customers than descriptions that come from you, as there's no marketing jargon involved. In fact, a survey found that 61 per cent of enterprise buyers rated customer reviews as more important than information from the company. So include a reviews section on your website and use feedback to your advantage.

  1. It shows you value your customers

Getting customer feedback is a good way to build brand trust. When you ask for feedback, it shows that you value their opinions. When you make changes as a result of those comments, your customers will feel more involved in your company and see you as a credible business. They are then more likely to recommend you to others – word of mouth is one of the best marketing tools.

  1. It boosts customer retention

One of the main drivers of loyalty is emotion. Research by McKinsey states that emotionally engaged customers are three times more likely to recommend and repurchase a product. Feedback from customers accurately describes what you can do to make them happier. By taking action, you can keep those customers – and new ones – returning to your business time and again.

What your customers say about you should influence your marketing strategies. Feedback not only helps shape your business, but it also wins over people who might not have become customers without it.