Online platforms now make it increasingly easy for consumers to share their opinions on products and services worldwide. More and more buyers are relying on honest customer testimonials. As a result, your customers have the power to make or break your business. The days of "customer love" are over; now, they are gods.
You can't just wait for good or bad reviews. You need to proactively use customer feedback to help improve your products and services . Some of the biggest companies that have understood this, like Apple and Amazon , have turned customer feedback into powerful levers for generating more profit and market share. Follow these tips to transform your customers into true brand .
Ask your NPS the ultimate question
Start by asking your Net Promoter Score (NPS) : “How likely are you to recommend us to a friend or colleague?” You’ll learn a lot about what’s working and what could be improved in your business. As a reminder, this score is calculated by subtracting your percentage of detractors from your percentage of promoters.
You can use this for all your programs and events. The goal isn't to generate some fanciful figure to market your programs . Rather, it's to gain valuable insights into how you can improve. At the same time, you'll discover who your brand ambassadors are . Furthermore, you'll strengthen the impact of your programs and enhance your relationships with your clients.
But don't rely solely on the NPS to harness the power of your customers . The ultimate question can help you learn a lot, but not enough to engage with them.
With Magileads, you optimize proximity to your customers through targeted loyalty campaigns to measure their satisfaction and their adherence to your brand.
Measure the impact of what you do
Don't hesitate to ask your clients to thoroughly evaluate your programs once they've completed them. Furthermore, you can conduct a follow-up a few months after the program ends, depending on your strategy. Then, consider reconnecting with your clients to see if your product or service is still having an impact on them or their businesses.
This is part of a well-established, ongoing engagement strategy to ensure you deliver tangible results. This way, you'll know if your products or services are still useful to your customers even after they've left your business.
The lesson here is not to rely on a single metric . Ask your customers as often and as frequently as possible what you do well and how you can improve. Then you won't be surprised to see their feedback online, because you'll already know what they're thinking.
Involve your customers and improve your products or services
It's a great start to know what customers think about every aspect of your business , and to know who you can count on to be your ambassadors. But that's not enough. You need to act on your results , and quickly. Once you have enough information to understand what your customers think, get to work improving your products and services .
Do many of your customers say the same thing about a product? If so, immediately correct what can be easily fixed. If there are longer-term improvements to implement , do so without delay.
Is something working really well for you with a large portion of your clients ? If so, keep doing good work and do what you can to improve it.
Also, be sure to nurture your relationships. Take care of your loyal customers who appreciate what you do. They might recommend your products or services to others or give you free online advertising . Engage with them, listen to what they have to say, and offer them preferential treatment.
Do the same with those who may not have had the best experience. Find out what went wrong and see how you can rectify the situation.
In short, one of the most important things in running a business is staying in touch with your customers . It's absolutely crucial. Your brand isn't what you think it is; it's what they think it is and what they tell each other.
