Want to drive customer loyalty? Ask for feedback from your customers after every purchase they made.
67% of customers mention bad experience as a reason to churn but only 1 out of 26 unhappy customers complain, the rest remain silent. If you don’t ask for feedback your customers will just leave without telling you what went wrong.
Feedback from your customers is valuable in many ways.
Firstly, you are going to get to know your customers better. After getting feedback from your customers you will be able to identify their needs and create business based on your customers needs. Which also means you will be able to create powerful marketing strategies.
Secondly, feedback will reveal where you can improve
Customer feedback is also an opportunity to motivate your team. Positive feedback gives them confidence that business is on the right track and also when employees feel valued, they just want to work more.
You can ask for feedback directly by email but online reviews are also powerful tools. Online reviews are becoming more and more important for buyers while making a buying decision. 77% of buyers read reviews before making a purchase. People trust them more than ever, some studies show that people trust them almost as much as recommendations from people they know.
- 83% of buyers trust recommendations from people they know, while 70% trust consumer opinions posted online.
And what’s more, every customer online review means free advertising. Your name or products are exposed to buyers and this helps boost brand awareness.
If you haven’t started collecting your customer feedback yet, you should start right away! It is the easiest way how to make your customers loyal and to identify their needs.
Karolína Alvaradová – creates a perfect return process at Retino