Why customer feedback is a big deal for businesses

A man walks into his favorite coffee shop. Something’s changed: the barista serves him his regular order, but with new beans.

She sits down for a second to ask what he thinks: he isn’t thrilled, something about the bitterness. Next time, she’ll serve him a less bitter one, she tells him. And she knows he’ll be back.

feedback

As a freelancer or small business owner, you have the luxury of establishing direct relations and conversations with your customer base. And it pays off: 77% of consumers see brands more favorably if they seek out and apply customer feedback.

If your services are digital, or if you’re in e-commerce, you can’t just walk up to your customer’s table and sit down for a conversation. But what you can do is actively pursue customer feedback. Here’s how and why.

Feedback is a positive thing, even when it’s negative

Yes, you’re short on time, and you can’t expect your clients to take time to help you improve your business either. But you’re both constantly looking at ways to improve your business. When they receive your product or service, inevitably they’ll have ideas of how it all could have been better.

How will you find out though, if only one out of every 26 customers is likely to bring up complaints? The other 25 will likely switch to another brand or business. Instead of waiting for incidents to escalate and come to you in the shape of complaints and bad reviews, it’s time to get ahead.

Feedback forms help you do just that. The right place, time, and questions will help you drastically improve your goods and services. We’re here to give you the rundown on why and how to implement surveys in your customer service strategy.

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Why you’ll want to start collecting feedback from clients

It’s highly likely you’re already collecting all kinds of data: web analytics or social stats are pointing out some deviations in how your website is being used, or who’s interacting with you. But, what does that really mean? Actual customer feedback helps you take out the guesswork.

Make data come to life

Analytics can be abstract without the right context. To really get to know what your customers are trying to tell you through their behaviour, all you need to do is ask. If you match actual feedback with data, you will get the full picture of what your customers are experiencing, and how you can improve that.

As a freelancer or small business you are often versatile and flexible enough to quickly adapt. If you can identify gaps between what you deliver and what customers want, you can proactively make the necessary changes.

Testimonials from clients

There’s no better marketing campaign than one of your customers sharing positive feedback about you with others. When collecting customer feedback through surveys, you get a chance to collect testimonials you can use on your website or social media.

Customer feedback is a part of customer experience

Listening to your customers leads to customer loyalty. The number one reason customers switch brands is because they feel unappreciated. By giving them a chance to weigh in on what you are offering them, you create a better relationship.

Rather than telling them what you’ve been up to, ask them what they’d like to see and receive. This switch in approach pays: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Related:- 5 ways to improve your business during slow seasons

How to create a highly effective survey for your freelance business

Anyone can create a survey, but it takes some extra work to create a good one. One that doesn’t waste your customers’ time, nor yours when reviewing the answers. Here’s what to keep in mind.

Know who you’re asking

It can be awkward for both parties to sit down and start asking where you went wrong. But, collecting feedback still works better when it’s in a personal format. That’s why it’s unadvisable to send out one huge survey to everyone in your mailing list.

The issue with that is that first of all, it makes respondents feel insignificant. ‘’Hey, we’re collecting feedback from all of our clients’’. Their first thought? ‘’Okay, you could probably do without mine, what’s one less, right?’’ Whereas: ‘’Hey, you’ve recently bought product A, we’d like to know how you’re using it now?’’ makes you feel like a person, not a client number.

Second of all, as you can sense from the second question, not every customer is the same. They probably have used your service differently and chose you for different reasons. Long-term customers will have something different to say than first time buyers.

Create surveys for specific people and send them out at specific moments, or display them in a place on your webpage where the right people will inevitably find it. It’s not about getting as many responses as you can, but about quality ones.

Get real specific

You can’t work on a product or service as a whole. You’ll improve bits and pieces. So, match your questions to that. Your customers won’t be able to take your entire business to the next level, and you shouldn’t expect that from them. The point of feedback is to get insights on small, tangible things that you can actually improve.

Instead of generic questions, pick a few small factors. For instance, when you are analyzing your deliveries, ask: ‘’To what level did the delivery time match your expectations?’’ and: How satisfied are you with the number of updates on your delivery?’’. Instead of: ‘’How fast and reliable do you think we are?’’. You can be slow, but still very reliable.

Think backwards

There are some standard questions people are expecting to find in surveys. However, they can often be eliminated for everyone’s sake. When formulating questions, start with the end in mind: what can you really do with an answer to this question? This will help you keep your survey short and sweet.

Also ask yourself what type of responses will help you improve your business. Surveys full of scales and multiple choice questions restrict your customers to replying within your own assumptions. It might even leave you with even more hard-to-interpret data. Open-ended questions help you find the thoughts and feelings behind the numbers.

15 Stars Expecting a Child for 2020

Pink notebook Child . Many children of stars are expected for 2020, a year rich in baby bumps. Emma Roberts, Sophie Turner, Katy Perry, Gigi Hadid. .

Child

Focus on these celebrities who are expecting a baby soon.

Emma Roberts

In a relationship since March 2019 with Garrett Hedlund, Emma Roberts is expecting her first child. It was via Instagram that the 29-year-old actress’s mother answered “Yes” to the question about a possible pregnancy. Case to follow.

Lucky Blue Smith

Married since February to model Nara Aziza, Lucky Blue Smith is about to become a father for the second time. At 21, he already has a Gravity daughter born in 2017 from his relationship with the top Stormi Henley.

Romee Strijd

It is through her Instagram account that Romee Strijd announced the good news. At 24, the Angel Victoria’s Secret is expecting her first child with Laurens van Leeuwen , to whom she said “yes” in 2018.

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Laura Smet

Married since June 15, 2019 to Raphaël Lancrey-Javal, Laura Smet is expecting her first child for next September.

Jude Law and Phillipa Coan

Married since May 2019 , Jude Law , 47, and Phillipa Coan, 32, are preparing to welcome their first child together. The actor is already the father of 5 children.

Joaquin Phoenix and Rooney Mara

As a couple for 4 years and engaged since July 2019 , the duo of discreet actors is about to become parents for the first time.

Gigi Hadid and Zayn Malik

Pink notebook for the Hadid clan. After days of rumors, Gigi Hadid has confirmed the news : she is expecting her first child with Zayn Malik . A little girl is expected for September 2020.

Lea Michele and Zandy Reich

After their marriage in March 2019 , the couple is expecting their first child for 2020, according to a source close to them. White notebook for the actress famous for her role in Glee .

Katherine Schwarzenegger and Chris Pratt

Married in June 2019 , Katherine Schwarzenegger and Chris Pratt are expecting their first child. A baby for 2020 that will make Jack the son the actor had with Anna Faris , a big brother.

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Leighton Meester and Adam Brody

Already the parents of a 4-year-old girl, the actress of Gossip Girl and the actor are expecting their second child. It is all 3 that the family was seen in the streets of Los Angeles, Leighton Meester dressed in overalls revealing an already imposing baby bump. A happy event for the married couple since 2014.

Katy Perry and Orlando Bloom

It was in her clip Never Worn White that Katy Perry revealed the surprise : she is pregnant with her first child with Orlando Bloom . Engaged since February 14, 2019, the couple is waiting for a happy event before their marriage.

Sophie Turner and Joe Jonas

Married since June 2019, Sophie Turner and Joe Jonas are expecting their first child according to several sources close to the couple. Discreet about their private lives, the singer and the actress have not yet spoken … but the fans are already more than impatient.

Penn badgley

Married since 2017, Penn Badgley and Domino Kirke are preparing to welcome their first child, after two miscarriages, as the musician revealed on her Instagram account during a moving post.