Unsatisfied customers represent a valuable source of learning. Therefore, it is essential for entrepreneurs seeking to improve their performance and increase their sales to pay special attention to the criticisms received, perhaps even more than to the compliments. This care helps improve the satisfaction of the companies or people served, and at the same time, contributes to the sustainable growth of the business.
According to Reinaldo Boesso, financial specialist and CEO of TMB, fintech specialist in payment through installment payment slipsBeing in a comfortable position does not make the business improve. "It is through negative feedback that it is possible to make changes that will cause the company to grow," he explains.
The businessman emphasizes that often, if the client doesn't close the deal, the fault may lie with the company. "This causes the entrepreneur to constantly review processes, sales pitches, and even the solution they offer. From the feedback, it is possible to determine whether it was not possible to demonstrate enough value in the presented proposal or if the client has a 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 Surveys:Tools like Google Forms, SurveyMonkey, and Typeform allow you to create customized surveys to gain insights. "You can distribute via email, social media, or directly on the website, and you can also offer incentives, such as discounts or freebies, to increase the response rate," suggests the CEO of TMB Educação.
- Implement Real-Time Feedback on Website:Use feedback widgets, which appear at specific times during the user's navigation.
- Monitor Social Networks:Use social media monitoring tools, such as Hootsuite or Sprout Social, to track mentions and comments about the brand. "Don't forget to respond to both compliments and criticisms," emphasizes Reinaldo Boesso.
- Perform a data analysis:Evaluate data and feedback received through customer service channels such as online chat, email, and phone; and identify common patterns and recurring issues that need to be addressed.
