77% of consumers prefer to work with businesses that actively seek out and apply customer feedback. There are so many ways for business owners to reach their customers and engage with them in a way that promotes feedback. Considering the most convenient method of communication for the customer is your first step in seeking out their feedback. The best ways to interact with customers now are:
- Text: After all, 90% of people open a text message within three minutes, so texting is a great way to reach customers — as long as the message is beneficial to them and not “sales-y.” Sending a quick text to your customer after a service asking them for feedback (in the form of an online review) is a great idea. Such a message would generate more reviews for your business online, while also providing you with valuable feedback that will help you learn and grow your business.
- Email: Over half of the world’s population use email — that’s right, there are 4 billion email users, so to utilize email as a means for connecting with your customers is a pretty good idea. Sending out email engagements to your past customers asking for their opinions of working with your business provides insight that you can apply to your business, while also allowing customers to feel heard and appreciated.
- Social Media Conversations: On average, social media users spend 2+ hours per day on their preferred platform. Businesses need to be on social media and communicating with their customers there. Posting engaging content on social media is a business’ best method of building relationships with its followers. Are you asking customers for their feedback about specific products or services your business offers? If not, social media is a strong outlet for this conversation. Other users will be able to see the positive things your customers have to say about your business, you will engage customers with your business and you will be able to apply their feedback to strengthen your business.
Most customers agree that their customer service expectations are greater now than they were in years past. Why? Because if COVID-19 taught businesses anything, it’s that change is inevitable and convenience is king. Knowing that over 75% of consumers want to work with businesses who will actively seek out their feedback and apply their opinions to their business practices means that business owners need to implement this practice. Of course not all feedback will be applied, but catching on to the common concerns or suggestions from customers is the best way for a business to grow and accommodate its current and future customers.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!