by Seth BUTERA July 16, 2021
In my yesterday’s article, I talked about the importance of outgoing clients (those who have already paid or used your services) and I highlighted that they are as important as incoming clients (those you are looking forward to receiving or will soon confirm their booking and pay you)
As a tour operator or anyone in the travel and tourism industry or even the entire hospitality industry for this matter, You can only survive and keep running your business if only and only you can measure and quantify your clients’ level of satisfaction.
In a nutshell, If you run your own business, you will try your best to please customers, satisfy their needs and keep them loyal to your brand. However, how can you be sure that your efforts bring desired results? If you don’t try to collect customer feedback, you will never be able to give them the best customer experience.
There are plenty of profits by leveraging customer feedback. In this article, I will try to break down for you why customer feedback is as important as a marketing strategy or even more.
Feedback is defined as helpful information and criticism that pertains to a certain action or behavior from an individual to another individual. Customer feedback is information provided by clients whether they are satisfied or dissatisfied with a product, service, or general experience they had with a company. In the marketing world, customer feedback and responses refer to the process of acquiring a customer’s opinion about your company, products, or service.
This information can be collected with different kinds of surveys. However, you can find opinions and reviews of the clients online. Then, you collect them by using Internet monitoring tools. Both sources are important to get a full picture of how your clients perceive your brand.
The top-performing companies consistently listen to the voice of their clients. Because they understand the important role of customer feedback in the business. Therefore, if you want to stay ahead of the competition, you should never stop listening to customer feedback. Whether it is positive or negative, prompted or unprompted.
When your business initially launches a new product, brand, or service to market, you probably have an idea about customer needs from your market research. However, only after your customers use your product or service, can you learn about all advantages, flaws, and their actual experience.
Customer feedback is an insight about what is working well about your product or service and what should be done to make the experience better. In addition, it helps you ensure that the final product will actually meet their expectations, solve their problems and fulfill their needs.
The satisfaction and loyalty of customers is an important factor that impacts financial performance. They include market share, lower costs, or higher revenue. Therefore, you want to make sure your customers are happy with your products and service. Furthermore, the best way to find out if you meet their expectations is to get customer feedback. Using the rating-based questions, you can easily estimate the level of satisfaction. As a result, you can predict your company’s financial condition in the future.
One of the most accurate methods that have assisted many companies to measure, manage and improve customer satisfaction is NPS (Net Promoter Score). This metric is based on one simple question. That investigates how likely it is that a customer would recommend a brand to a friend. The response options for this question are based on a 0-10 point rating scale. 0 point represents extremely negative and 10 points represent very positively. Every business can apply it to manage customer satisfaction because of its simple
Through customer feedback, you can convey that their opinion is important to your business. In addition, listening to customers helps you create strong relationships with them. This is the perfect way to gain valuable brand ambassadors who will spread positive word of mouth for your business. Furthermore, collecting customer feedback is an effective way to enhance trust in the eyes of your current and potential customers.
The customers always appreciate when you ask them if they are happy (or unhappy) with your product and service. Besides, your customers feel that your primary business goal is to solve their problems and meet their needs, not to get their money. This puts customers in the central position of your company and this is the right way to run a business.
If you focus on providing the best customer experience at every touchpoint, clients will stay loyal to your brand. And the most effective way to give them a wonderful experience is asking them what they like about your service and what should be improved.
Nowadays, consumers don’t trust advertising or expert advice so much. Opinions given by other customers who have already used a product or service are more reliable these days. For example, when you want to buy new shoes, you go to a trustworthy blog to read the reviews. Therefore, many businesses incorporate the review system in their service and products.
Customer feedback plays an important role in your business as to other customers. Therefore, you should make sure that both you and your clients have easy access to the reviews system.
Customer feedback is one of the most reliable sources that can be used in making business decisions. Customer insight will help you understand them and their needs more profoundly. Thanks to their suggestions, you will have budget distribution strategies to get the highest return on investment.
Customer feedback is valuable data. However, you have to learn how to listen to it and how to convert it into actionable takeaways for your business.