In a fast-changing world, organizations have to move to Agile development to meet customer demands and expectations. For a stong good customer feedback loop, It is essential to hear the voice of the customer. There is no value in just hearing the user feedback and storing them in a vast database. It is necessary to convert the input into a positive user experience and close the customer feedback loop. This process is also called closed-loop feedback.
Creating a good customer feedback loop in product development will help to understand the reason for losing customers and revenue. It provides a better understanding of user experience in your product. You can identify how well the product resolves problems with the application, how user-friendly it is, and why it is essential. You can find the product shortcomings that the user faces. As a project development team, we need to solve the user-facing problem to provide them better experience on the application. Closing the loop is a good feedback service.
The client feedback loop is a process of keeping updated with their experience. It is a consistent product or service improvement process based on the client’s suggestions and proposals, which allows your customers to keep you updated on their experience. It is a continuous cycle where there is mutual communication between the company and the customer. Receiving feedback implementing changes, and acquiring new input, and the feedback loops will be repeating. You can obtain the client feedback within the app and website. You can revive the customer feedback through individually thought email surveys etc. Example: Apple provides its technical support on Genius Bar, where experts answer the apple user questions through phone, chat, email, or even Twitter.
Similarly, Twitter is also providing dedicated customer support for technical issues and safety (TwitterSupport & TwitterSafety). There are many great ways to collect customer feedback. According to a study, 52% of individuals worldwide believe that organizations need to take action on their clients' criticism/feedback.
ACAF (Ask, Categorize, Act, Followup) Customer Feedback Loop is a strategic way of collecting and implementing client feedback. Let’s looks into the stages of closing the Feedback Loop in detail.
Feedback can be gathered from various sources, but collecting, analyzing, and tracking incoming consumer communication in one place is essential. There are many popular ways to accomplish customer feedbacks through live chats, surveys, product reviews, in-app surveys, customer interviews, support, exit surveys, feedback forms, social media polls, and more. Identify all possible chances to gather user input. Even you can place Feeback widgets on your website/ app to collect feedback from all types of customers.
The most well-known approaches to measure client satisfaction trends are
You can organize your feedback into three significant categories Product feedback, Customer service feedbacks, and Sales & marketing feedback.
Managing all feedback manually is difficult due to the large volume of data. With the help of automated feedback tools, you can easily categorize and manage client data.
After gathering all the information from the prospects, analyze them, and implement the ideas. The negative feedback is redirected to the development and customer service team to resolve the errors. The positive feedback is shared with the marketing team for the brand promotions in testimonials and many more.
Each positive feedback is an opportunity for your brand promotion. Feedback is an opportunity to get a new brand promoter. Show your end users that their information and time are valuable (Respond to all the positive and negative feedback to the customer) and close the feedback loop. You need to appreciate or respond to the customer's inputs.
Statics says that 43% of clients don't leave feedback since they don't think the business cares for it. The feedback loop is vital in the customer engagement process. Building customer relationships will reduce the negative feedback about the application/decrease the number of uninstallation of software or apps on the store and provide an opportunity for product improvements. So start client feedbacks today.
If you executed the feedback loop well, there would maximize client retention. Do you think about how that is possible? Here are the answers for you.
For successful Customer Feedback Loops, it is necessary to find the right tool for gathering feedback to lead your business on the right track to gain customer satisfaction. There are many tools and software available on the market. The application has to collect the right feedback at the right time. Making automation will make it easy and increase customer inputs providers.
BugReporting is one of the robust customer feedback tools with an auto-notification feature (Once the errors are resolved, it will automatically notify the customer who raised the ticket). Developers can integrate the feedback widget on the website & apps with a single click without coding. The features in the application allow the user to share their feedback in the most convenient way. With BugReporting the clients can record their feedbacks so that developers can easily recreate the bugs, and these recordings are auto-synced to your preferred work tools like Slack, Trello, and more.
We’ve covered essential elements for closing the customer feedback loop. However, Utilizing powerful tools makes the feedback list and making the loop closer simple. According to Lee Resource Research, 70% of clients will work with you again on the off chance you fix an issue.
To succeed in the closed-loop customer feedback program, you need to incorporate your business’s best tools. From the above points, it is clear that the closed-loop feedback programs are becoming essential for brands to remain competitive in industries and increase CX performance. If your company wants to take the next level in customer experience management (CEM), adopt a closed-loop feedback solution today.