The current era of technology and the explosion of social media has given everyone a voice, and when your customers speak, they want to be heard. It is in this context that using tools to listen to your customers becomes essential.
The importance of listening to customers
When you listen to your customers, they feel valued and that your business cares about the brand's audience. Listening to customers gives the entrepreneur the opportunity to gain insights and feedback on things that would often go unnoticed by those involved in the day-to-day running of the business.
This exchange, in addition to being rich in valuable information, helps the entrepreneur to improve their business, product and automatically increase earnings and profits.
According to Philip Kotler , one of the leading authors in the marketing field, acquiring a new customer costs 5 to 7 times more than retaining an existing one. This is based on the fact that to attract a new consumer, the business needs to resort to a series of measures and actions that cost money.
Therefore, in a market as competitive as the one we have today, differentiating yourself from your competitors and becoming a company that is loved and well-liked by new zealand business fax list consumers goes far beyond just product quality. It is in these moments, sometimes informal, that the retailer strengthens the relationship between the brand and the customer.
It is at this moment that the customer feels special, and thus ends up becoming loyal .
5 Benefits of Listening to Your Customers
Your business stands out from the competition;
Ensures a pleasant customer experience;
It brings you closer to the customer, thus making them a brand ambassador;
It gives you the chance to receive feedback on the services and products offered;
Enables continuous improvement of processes through feedback,
Check out 5 tools for listening to customers below
Online research
Online surveys can be conducted on various platforms and in different ways, and the best part is that they are very inexpensive. One way to do them is to send emails or even WhatsApp messages asking for feedback on the service or product that the customer has just purchased.
Customer Council
This strategy is a great idea, a group of people is set up who will make sporadic visits to stores in order to gather customer opinions, and inviting some of them to participate in a meeting with managers and the marketing team to give their feedback on the business.
Customer Service and Sales Team
These areas are the ones that hold the most valuable information, as they are at the forefront of daily contact, listening to customers and receiving feedback all the time about the products and services offered is part of their routine.
In addition to the more common information they receive on a daily basis, it is also possible to ask them to carry out a small survey with consumers in order to gather more information through a more humanized conversation.
Printed research
Depending on the type of service and the target audience, this can be a simple but still very effective strategy. Remember that for it to be successful, you must be very precise in your questions and ask on a scale of 0 to 10, for example, how satisfied you are with our service. This type of question, where the consumer only has to indicate, ensures greater agility and encourages greater adherence.
Also remember to always leave a space free for observations and suggestions.
Leadership team
All technology helps a lot in processes, but eye contact can still be one of the most efficient tools.
Setting aside time for part of your leadership team to listen to your customers demonstrates much more than valuing them; it conveys a commitment to improving the experience and the seriousness of how the company takes what the customer says.
Well, you've seen that listening to your customers is a serious matter and really has a direct impact on your brand image and your business's revenue. So, how about incorporating the collection of reviews (customer opinions) into your business strategy?
Reviews are an excellent strategy for boosting sales in e-commerce, as they have the power to influence consumers through the experiences of other consumers regarding a product or service, thus generating social proof. In other words, it is not the brand that is speaking well of its own product or service, but rather the customer, who has already purchased and lived that experience.
Invest in reviews
More than 80% of consumers look for reviews (customer opinions) before purchasing a product or service, whether in a physical store or online, according to a study conducted by the French Institute of Public Opinion. Furthermore, 7 out of 10 web users consult other consumers' reviews before making a purchase.
Understand the power of consumer reviews in purchasing decisions
The Spiegel Research Center conducted a study that found that the likelihood of purchasing a product with reviews is 270% higher compared to those without any reviews. The benefits of reviews are directly linked to trust, consumer purchasing decisions and increased sales.
Getting your customers to review your products will:
Influence others to follow suit.
Give new consumers confidence in your business.
Increase your store's ranking on Google.
Increase your website traffic
increase the time customers spend on pages
Meet RA Trustvox
RA Trustvox is the official review collection and dissemination platform for Reclame AQUI, the largest reputation, trust and shopping research portal in Latin America. In addition, the tool is on Google's list of partner companies in this regard.
That's right, RA Trustvox is the first Brazilian company to collect and publish reviews and partner with Google .
With it, you increase your conversion rate and promote your online reputation by collecting and displaying real reviews, in addition to a multitude of other features.
More than 80% of consumers look for reviews (customer opinions) before purchasing a product or service, whether in a physical store or online, according to a study conducted by the French Institute of Public Opinion. Furthermore, 7 out of 10 web users consult other consumers' reviews before making a purchase.
