Primer
Customers were customers, then they became guests, now they are owners. It matters what customers think about your brand, but they are not always vocal about it so you need to feel for them but how will you do it? – You can do it by collecting feedback directly from them through customer feedback tools. The idea is to go beyond the surface feeling and angle out deep sensations that they have about your products and about your brands. Feedback will help you to ascertain virtues and vices and subsequently go forward from where you are today.
Leverage social media
Shopping is called a social experience so why not leverage social media which is also built to generate social experience to gather quality customer feedback. For that you can post the survey link on different popular social media channels like Facebook, Twitter, Instagram where most people are and where most will take a note of it.
Engage with contests
Contest gets people’s attention, if you get people’s attention you can convince them to give feedback through customer feedback forms. People take active part in contests for rewards, use it to your advantage – share feedback links in the name of the contest.
Website on your side
Your website is your face, use it to interact with customers. Most customers visit your website just to browse through it and get some information, why not use it to get customer feedback to measure customer service performance.
Feel through feedback box
Place a feedback box tactically in your brick-and-mortar setup to draw peoples’ attention. Convince them to share their thoughts with you no matter how hurried they are. And use analytics to get metrics like Net Promoter Score.
Rewards for words
We usually respond when we are unhappy about a product or service but do we do the same when we are happy? The idea is to generate an even response to do away with feedback bias through customer feedback platforms. Reward feedback to get a rational response.
Get close to heart after closing the sales
Closing the sales is the end of the sales cycle, by this time people would have gone through all your touch points, initiatives, and campaigns so this is the perfect time to get their feedback. E-Commerce companies can place the feedback option on the order closing page to do customer satisfaction surveys.
Online community for inline feedback
Why not channelize the online medium to get feedback from customers. Create an online community, either on your website or on social media channels, with the intention of getting their feedback. Sway the community sense in your favour.
Collect feedback on discarding the cart
Know what went wrong in the final moment. Everything was fine, people hooked in, made the choice, and were about to place the order but something spiked the sales— collect feedback on discarding the cart. There are best customer feedback tools for that.
Send feedback email
Mobile always stays with people, so will the feedback link if you email them the same. You can send the email at different points on the customers’ journey to get their feedback.
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