It’s clear as day that trust is important in your personal relationships. But it also matters in the business world. Read here how to apply this in your own company.
First of all, we must distinguish between enthusiastic customers and loyal customers. By offering a good customer experience, you will get enthusiastic customers. This is a natural goal for any business. If you go the extra mile and listen to consumer opinions, you will get loyal customers.
Did you know that many companies think that their customer service meets the requirements, whereas 68% of consumers reveal they are not satisfied.
Why is trust so important?
No doubt about it. First you must gain the trust of your consumers. These days, there is an abundance of fake news that leaves consumers unsure who or what they can still trust. This has a major impact online: customers are becoming more cautious. It is these customers who look for an honest opinion and they find it in reviews. A whopping 93% of people read reviews before shopping with a company they don’t know. So feedback is very important!
Feedback, from whom?
Listen to your employees’ opinions first. If they are happy, customers will be too. Positive energy is very catching, but the opposite is also true. If your employees aren’t happy, you’re going to notice that in your consumers too. The easiest way to get feedback from your own employees is to “install” an idea box so they can share their opinions.
Second, but not less important, is listening to your consumers. Create a system so customers can contact you quickly and easily. Working with social media is an option. An e-mail or phone number is also good.
What do you do with the data collected?
Now that you have the necessary data, you can get started. Most companies optimize their processes (a few examples: shortening some pages, clear and concise information on product pages, fewer steps at checkout). This way you can respond to the needs of the customers. Moreover, many feedback and reviews are suitable to attract people. People are convinced that what others think is good, will be good for them too. This is not just about positive reviews. Consumers are looking for a compassionate company where things usually go right, but where sometimes things go wrong as well. You should not see negative reviews as something bad, they give you the opportunity to improve processes. Respond in a proactive manner by proposing a solution.
In a nutshell
- Online customers are becoming more cautious. Win their trust.
- Collect both internal and external feedback to improve your customer service, a process or something else.
- Process feedback as you get it. Provide a simple system such as an idea box.
- Learn from your negative reviews. Respond proactively and answer the questions of dissatisfied customers.
Do you want more loyal customers?
Our superheroes collect useful feedback from your customers in a variety of ways. This feedback is processed with the goal of gaining new insights when we talk about customer satisfaction.
(Source: https://nl-be.business.trustpilot.com/webinars-videos)
