As a consumer have you ever considered a different company, product or service based on their customer reviews? To be honest, some of our experts have done this and it is competently common! Yelp reviews, Google reviews, UpCity reviews and so many other places that a consumer can leave a review are so critical to read, respond and understand to change or improve on in the future! 

Why care about customer feedback? 

As stated above, customers are no longer loyal to a company as they once were. With millions of options and services out there, it is important to understand that consumers are more likely to trust their fellow consumer’s opinions versus a company’s message. 

A research study was conducted that shows 51 percent of social media users trust the opinions of their fellow consumers than a brand’s message. This is not limited to social media marketing platforms, but for any digital marketing strategy that a company has put out there! 

It is no secret that getting this feedback is critical, but it is even more important to listen to this feedback and improve upon it. This provides a company with the ability to continuously improve their services, products and customer service. Who does not want to be better? 

So, how do you ask for customer feedback when one bad review silents 20 positive reviews? Here is a customer feedback strategy that can help a company get valuable customer feedback! 

1. Chatbot

A chatbot is a seamless way for a company to provide customer support 24/7 without having to hire another employee. With the digital world, customers are not simply shopping during common business hours, and for most, common questions occur after business hours. 

A live chat, chatbot or other live chat features allow for a customer to get help, provide them with similar feedback, articles, products and so much more. It also helps to see and solve recurring problems. 

This allows for a company to understand how to fix a specific problem, page or occurrence to improve customer satisfaction and experience. 

2. Surveys

While surveys might seem like an old school marketing tool, surveys are still critical for the customer feedback strategy. While surveys are not always the most effective way to get proper customer feedback, a survey that is designed and distributed properly can be effective. 

It is important to keep it short, to the point and make sure it is not tedious work. The longer the answers that need to be provided, the longer the questions and if it seems like a lot of work means less effective surveys! Keep in mind that every question should serve a purpose in the overall customer feedback strategy. If different surveys need to be made, then make as many as possible. It is not always effective to have a single, cookie cutter survey. 

3. Email marketing

An email marketing list is composed of consumers who want your weekly newsletter, products, services and much more. This means that those who have purchased and continue to purchase your products are on this email marketing list. Send out an email based on different segments of your email marketing contacts. 

4. Social media

Social media marketing provides a number of ways to reach out to customers on the platforms they are directly using! A consumer who follows social media platforms wants to learn more about or are loyal to a brand. Take that survey you created, post it on Twitter and ask for feedback!  

5. Simply ask! 

Just ask! We understand that it can be awkward to say, “hey, give us a five star review” but it can be a direct way in the customer feedback strategy process. Our experts don’t suggest just saying the phrase above, but think of a strategic way to market your survey that will get the customer feedback you need.

At the end of the day, it is important to understand that negative and positive customer feedback is critical for a company to continue to grow and improve their overall strategies.