What is customer feedback?
Customer feedback refers to firsthand information from your customers about how they feel about your product or service. Customer feedback can come from many places: online or written surveys and forms, call centers, and comment cards are the most traditional ways, but today, the most powerful customer feedback comes from public forums like review sites and social media.
Why is customer feedback important?
The Voice of the Customer is the most powerful marketing tool, since customers trust other customers most. If customers are sharing negative feedback about your brand, other customers are reading it and forming opinions based on it -- to change the conversation, you need to do the same. Negative customer feedback is a critical resource for understanding what to improve and why customers behave the way they do. Monitoring customer feedback in real-time allows you to solve problems before they escalate, build strong customer relationships and loyalty, and reduce customer churn.
How can I get more customer feedback?
It’s simple: the best way to get more customer feedback is to ask for it. Asking every customer for feedback in real-time at critical customer journey touchpoints (i.e. after a transaction) makes your feedback request relevant and engaging, and minimizing the steps involved in leaving feedback helps you capture feedback from a greater percentage of your customer base, including those not typically active online.
BirdEye and customer feedback
BirdEye makes it easy to get more customer feedback on a regular basis. The BirdEye platform sends automated SMS and email requests to your customers in real-time at critical customer journey touchpoints (i.e. after a transaction) to connect with customers in-the-moment. Businesses can use everything from mobile kiosks in their front lobby to a widget embedded on their website to collect new reviews from customers.
BirdEye’s Review Monitoring tool lets businesses monitor their customer feedback from 200+ review sites in one place in real-time, and with Review Management, they can respond directly to third-party reviews using one dashboard.
Customer feedback is the most authentic advertisement, and with BirdEye’s Review Marketing tools, businesses can auto-promote their best reviews to search engines, social channels, and their company website to increase traffic and conversions.
In addition to Review Generation, BirdEye lets businesses collect feedback via next-generation Customer Surveys.