Dissatisfied customers represent a valuable source of learning. Therefore, it is essential for entrepreneurs seeking to improve their performance and increase their sales, pay special attention to the received criticism, perhaps even more than to compliments. This care allows for improving the satisfaction of the companies or people served, and at the same time, contributes to sustainable business growth
According to Reinaldo Boesso, financial specialist and CEO ofTMB, fintech specialist in payment through installment boleto, being in a position of comfort does not allow the business to improve. "It is through negative feedback that it is possible to make changes that will cause the company to grow", explain.
The businessman emphasizes that many times, if the client does not close, the blame may be on the company. "This makes it so that", constantly, the entrepreneur is obliged to review processes, sales pitch and even the solution it offers. Based on the criticisms, it is possible to perceive whether it was not possible to demonstrate sufficient value in the presented proposal or if the client has some reason that needs to be a point of improvement, says Boesso.
Check out some ways that can be used to ask for customer feedback in a digital business
- Use Online ResearchTools like Google Forms, SurveyMonkey and Typeform allow you to create customized surveys to gain insights. You can distribute via email, social networks or directly on the site, and can still offer incentives, such as discounts or gifts, to increase the response rate, suggests the CEO of TMB Education
- Implement Real-Time Feedback on the SiteUse feedback widgets, that appear at specific moments during the user's navigation
- Monitor Social NetworksUse social media monitoring tools, like Hootsuite or Sprout Social, to monitor mentions and comments about the brand. "Don't forget to respond to both compliments and criticisms", highlights Reinaldo Boesso.
- Perform an analysis of the dataEvaluate the data and comments received through customer service channels, like online chat, email and phone; and identify common patterns and recurring issues that need to be addressed
