(Ping! Zine Web Tech Magazine) – As a small business owner you are always working toward creating better products and services. In order to be successful, it is essential to leverage customer feedback as often as possible. You can gather feedback through face to face contact or phone support, but it is important to consider additional channels to engage users. Social media has become an excellent outlet for finding and receiving customer feedback to enhance your business. Here are some simple steps you can take to increase customer feedback:
Request interaction. Social media exposes your small business to current customers, prospective clients and industry trendsetters. Use this to your advantage with product reliability and performance. On Facebook, users have the ability to rate a business and provide open feedback. Don’t be discouraged when you receive negative comments, you can use those for possible changes and improvements. Ask questions every now and then about ways that you can improve your business, and take the suggestions seriously.
Hold a group. You can use social media platforms to hold informal ‘focus groups.’ For example, you can use hashtags on Twitter to hold a Twitter chat or use the Hangout feature on Google +. Focus groups can center on specific topics with a more in-depth outlook. Make your customers feel important by inviting them to take part in these informal focus groups, and demonstrate to them that you value their input.
Provide a survey. There are multiple services online that provide free surveys you can embed on your business website. You can also share the links to these surveys on your social media profiles. By providing anonymous surveys for customers, you may receive feedback that someone would normally be too shy to share on a public platform. Craft your survey questions carefully to be as unbiased as possible, and use questions that can allow your customers to rate areas of your business on a scale.
Don’t forget – you can gather customer feedback in places you don’t actively request it as well, such as online review websites or mentions on Twitter. Always respond to customer inquiries and responses to show that your business appreciates their input.
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