How Customer Surveys Increase Loyalty Surveys
Customer surveys mean good things for your business. Listening to customers means learning how to make them happy and happy customers are loyal customers who help promote your brand. Customer surveys are indispensable if you want to:
- Amplify the Voice of the Customer to help you improve customer experience the next time
- Know why customers are choosing to leave you for a competitor
- Discover new customer needs and wants so you can continually improve your product or service
But there is one benefit that many companies don’t connect with customer surveys. That is increased customer loyalty.
According to Forrester Research, acquiring new customers costs five times more than satisfying and retaining current customers. So improving the customer experience is not only good for your public relations, it’s good for your bottom line.
Reaching out to customers makes them feel more connected
Unengaged customers are not loyal customers.
The more engaged a customer feels with your brand, the more likely they are to remember your company the next time they are ready to make a purchase, and the more likely they are to refer their friends and family to your company.
Customer surveys are not bothersome to customers – they’re a chance for your customers to engage with your brand. In fact creating engaging, branded surveys that look good on all devices help create a positive impression of your brand – while getting you the insights you need.
Customer surveys can also help you align with your customers. Today’s consumers have access to more information than ever before, and they are more likely to connect with a brand that aligns with their beliefs and values. Find out what those beliefs and values are by conducting customer surveys every step of the way.
Asking for Your Customers’ Opinions Makes Them Feel Valued
Your customers have opinions, and believe it or not, they want you to hear them. When you actively ask them for their input, it makes them feel like their opinions matter to you.
Ask them for more than just “their satisfaction on a scale of 1 to 10.” Consider questions like:
- How is this product working for them?
- Should you offer discounts or add freebies?
- Is your company’s customer service responsive enough?
Give your customers the opportunity to share their knowledge with you. Conduct customer surveys and customer research early and often.
Social media has also given companies a powerful way to reach out to customers. This should go without saying, but when a customer reaches out to you on social media, respond. Your customer will appreciate the one-on-one communication and all of their followers will see it too. Social proof can really move the needle on your customers’ loyalty.
You Can Uncover Problems and Fix Them BEFORE Customers Leave You
After a customer has left you for your competitor, it is too late to fix the problem. You need to address customer issues before things get that far, and customer surveys are a very effective way to do this.
Regularly and frequently gather customer experience feedback through surveys. Not just once a year, and not just after they purchase from you – conduct surveys at every touch-point and let customers have a voice every step of the way. This way you’ll stay ahead of any issues that may lead to customer attrition.
Speed is critical with customer surveys. Gather in-the-moment feedback to really get the whole picture of the customer experience.
Most businesses don't get the most, or uncover all the insights they could, from their customer surveys because they don’t pro-actively analyze the results or systematically follow up on actionable insights.
But if you can do these things, you’ll find that your surveys will not only drive insights but they will also give a boost to loyalty and engagement.
If you want to improve the way you collect and manage customer feedback click here