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Customer feedback is important for a number of reasons.
When a business introduces new products, companies conduct focus groups, in-person research or customer phone surveys to determine the product features, flavours or styles that consumers want.
Customer feedback also allows companies to better understand how customers rate and use their products versus competitive products.
Customer feedback can manifest itself in evaluating how company employees treat customers. Customer service satisfaction surveys are a common type of marketing research.
Customer feedback is especially important when a company surveys ‘lost customers’ to determine why customers no longer are buying its products. The goal of the survey becomes finding out if there is anything the company can do to win a customer's business back.
Customer feedback also is important in detecting certain technological trends among consumers. For example, a new competitor in the market may introduce new and improved technology that potentially threatens the older technology a company sells.
Many sales literatures describe a sales-cycle of five to six stages ending with: [Asking for Referrals] as the last phase of a sales process.
I would rather name it [Asking for Feedback], because such feedback is usually indicative if the customer's likelihood of recommending you to others. Many customer-feedback survey's contain such a standard question:
How likely are you to recommend us to others? (on a scale from1-5, with1 being "very unlikely",3 being "neutral, maybe yes & maybe no" and5 being "very likely").
That's your feedback + indirect & subtle request for referrals in one. So, yes, there is definitely a need for customer-feedback but it does not usually take place immediately after closing a sale. It can always happen afterwards through a follow-up phone call or e-mail invitation to a customer satisfaction survey, on online via directing the customer to an online survey after completing payment.
Yes.
By following up with customers, there’s a big chance you can improve your overall customer feedback. You could increase your chances of getting good customer feedback if you follow-up with your customers to make sure they’re satisfied with your services. Keep in mind that a good experience might also inspire your current customers to tell others about your company. Word-of-mouth advertising is very powerful, if someone really loves your company and how you handled their sale, there’s a good chance they might spread the word to a friend or family member looking for the same services. That’s free advertising!
Your business will make more money for long time if your customers are happier. if you know how to keep your customers happy what customers like or dislike about your product or service . feedback can provide extremely valuable insight for your business and products.
I believe sales should not stop by closing the deal. Your ultimate goal is not just having the signature of your customer on a piece of paper or having him pay the price. Sales should be a continuous process. Your job starts from acquisition and goes through prospecting, offering, negotiating, contracting, delivering and AFTER SALES.
This after sales include strengthening the relationship with a customer in order to retain him and use him as an agent for you among his friends, families and all people he knows. To do that, you need to make sure that your customer is satisfied with your product and the way you handled his purchase. Feedback is the way to know that.
I don't think there is a need for a customer feed back immediately after a successful sale. you need to give sometime for the customer to feel the efficiency of your product or service before he can give you a feed back. Of course customer feed back is very important at a later date.
Yes. A sale is successful when then money value of the product is fully restored to the credit of the customer along with what we call it as interest or profit. Feedbacks are in many forms and it is not essentially need through a pre-prepared format. When the size of the customers is quite large better use new methods and even technology to get customer feed back. The chance of giving a feed back itself impart a confidence on the part of the customer and overall growth f the business is well supported by this process.
Good Day!!!
Agreed to the valuable opinions of all..................
Without a real customer feedback, who will a company know if they are satisfied with the product and will they repeat the business with us or not..........
SO it is mandatory to get proper customer feedback to retain your customers.
well Good question Yes we know today customer need respect , care from company , so feedback is more effective way to keep loyal your customer with brand.
Customer feedback can help you uncover flaws in your business, whether there's a technical problem with your website or whether your prices are too high. "Keep in mind that customers are not especially interested in anonymity, discounts, or monetary incentives to share their ideas with you,
being a Supervisor i Alway say to my team that "Customer want to be heard and respected and to have their guidance incorporated into your vision and strategic plan. The best-laid customer feedback programs and initiatives are intuitive, and are most effective when the entire company listens and responds to the voice of the customer."
