Customer experience is a top priority for businesses. While customer feedback is important to improve products/services according to user preferences; reviews play the role of word-of-mouth communication in the digital world. For instance, 86% of millennials admit they’re influenced by negative reviews, according to Dimensional Research.
Organizations have started to invest in customer feedback systems to prove their customer-focused vision. However, the benefits from customer feedback converge to responding to them at the right moment. Let’s take a look at the importance of capturing customer opinion at the right time instead of behindhand traditional methods.
Why Act on Customer Opinions Promptly?
According to the Bright Local consumer review survey, 44% of customers consider more than a month’s old review as irrelevant. Upgrading the product as per customer feedback in a short time is indeed a challenge.
Traditionally, organizations employ advocacy, legacy, support teams, and community managers to look after customer reviews on different social platforms. Monitoring different platforms and communicating internally to resolve customers’ concerns are tedious and account for a delay in action. This is where the customer feedback system simplifies the process. But before, let’s look at the benefits of addressing customer feedback in this era of the consumer internet.
- A chance to improve products and services: It’s obvious, brands do thorough market research before finalizing a product. But still, the final product carries some scope of improvement. Apart from beta testing, customer feedback is also a useful resource to improve product post-release.
- Delivering value to customers: Customer loyalty is hard-won in the world of over 200 million companies! With empathy and understanding how a customer feels for