Customer Feedback Matters
Customer feedback refers to the opinions and responses of customers regarding their satisfaction or dissatisfaction with a particular product or service. The primary goal of customer feedback collection is to ascertain their level of satisfaction. Obtaining feedback from customers enables you to improve your customers' perceptions of your brand or products while also providing you with sound advice on how to improve your business.
After completing our MVP and wireframe, we conducted another interview with our target customers to review any additional feedback and fine-tune our application. I was able to interview five individuals who provided me with rich, detailed information about their comments and suggestions for improving our application.
The following are some of the things I've learned while conducting this activity.
1. Customer feedback identifies product improvement opportunities.
Customer feedback is critical because it reveals what works well about your product or service and what could be improved. The perspectives expressed by my interviewees assist me in ensuring that the final product meets their expectations, resolves their problems, and satisfies their needs.
2. Collecting customer feedback makes them feel involved.
Create an impression with your customers that your primary business objective is to alleviate their pains and meet their needs, not to simply collect their money. This increases their sense of attachment to your business; demonstrating that you truly listen enables you to develop stronger relationships with them. After all, the product is being created for them, and as such, it should be as close to their desired outcome as possible.
3. Proactively identify dissatisfied customers.
Well, it's unpleasant to receive dissatisfied customers, but that is the reality. There will be dissatisfied and unhappy customers. This is where the value of customer feedback comes into play. Acquiring and analyzing customer feedback enables you to determine whether or not your clients are satisfied with your service and to identify areas for improvement, thereby reducing customer churn. As a result, when a dissatisfied customer expresses disappointment, you can respond immediately and work to resolve the issue. In fact, it is the ideal time to reclaim a client and possibly increase their level of loyalty.
Thus, when some suggested that we change the color palate, while I want to maintain our color branding, I also feel like I need to make these minor changes to cater to our target customers who demanded a user-friendly color scheme for the application.
Customer feedback is the first step toward building a stronger relationship with your customers. It provides insightful data on what went right and what went wrong during the customer's interaction with the brand. For any business, the value of a customer's voice is immeasurable; therefore, never stop listening and remember that customer feedback is everywhere!