Businesses recognize that customer feedback is essential to their market position. In fact, Zendesk’s CX Trends 2023 report revealed that 82% of businesses want to combine service data with customer feedback.
For example, they often ask their buyers how likely they are to recommend the company to a friend or colleague.
The response to this question asked of users about a product or service shows the power of a satisfied customer's opinion and measures their loyalty, a factor that can lead them to recommend the company.
If you are interested in knowing how to use customer feedback optimally , below we explain what customer feedback is for and show you 4 reasons why listening to it is essential.
In addition, you will learn the best practices to convert them into value for your company .
What are customer reviews for a company for?
Customer reviews of a free philippine number for whatsapp company serve to know not only what the customer thinks about the attention, service or product they purchase, but also allow us to learn about other aspects such as:
suggestions for product use;
information on the quality of the product or service;
complaints about care;
recommendations to improve the experience received.
If you consider that consumers read an average of 10 online reviews before buying from a business, knowing what customers think is an opportunity to improve company processes that will result in increased customer satisfaction.
To understand more, read: Consumer attitudes: how do they influence purchasing?
4 reasons to listen to customer feedback
1. Identify trends and behaviors
Listening to customer opinions is essential to identify how they think and what their needs and preferences are.
The information obtained through contact with the customer will allow you to learn more about their purchasing behavior in order to personalize the service you provide.
Example of how to listen to customer feedback successfully
Knowing how to be attentive to customer feedback can forever change a company's reputation.
The well-known cosmetics chain Sephora revolutionized the world of makeup by allowing its users to try products before buying them and access personalized advice in stores to help them choose the best product for their skin type, face shape, etc.