If you’re not listening to your customers, you’re missing out on valuable feedback. Here’s how to listen to your customers and what you can learn from them.
Listening to your customers is essential for any business owner or manager. After all, they are the ones who use your products or services and have first-hand experience with them. But it’s not always easy to know what they want or need. Click To Tweet
That’s why it’s important to take the time to listen. So read on to know how to listen to your customers effectively.
Why you should listen to your customers (and why you shouldn’t)
While listening to customers can be passive, it can also lead to active improvements in your business.
It helps you learn about your customers’ needs and desires, which in turn allows you to provide a better experience for them.
The question is: How important is listening to customers? Are we putting too much emphasis on listening or underestimating the importance of listening to customers? What do people say about your product in social media?
Today we’ll discuss why should and shouldn’t listen with your customers.
Let’s start with the easy route: 5 reasons why customers should be listened to .
1. Customers can give you valuable feedback by listening to them
Listening to customers is an excellent way to get specific feedback in real-time. Click To Tweet
Customers often complain to the employees on the front lines first.
Listening to your front-line employees is important as it allows you to indirectly listen to customers and gather data.
The best business decisions are made based on concrete data and not guesswork or estimates. Understanding your customers’ feelings about the product or service that you offer is key.
This feedback can be used to guide your business decisions and marketing strategies. You can measure customer satisfaction to determine if you meet, exceed, or fall short of customer expectations.
Customers are your greatest critics.
Why is it necessary to engage customers in a dialogue? Why not just use a post-service survey that asks predetermined questions?
HundredX, an analytics provider and insights provider, discovered that listening produces different data than data from surveying.
The customer can choose how much feedback and how specific they want. Conversations that are open and honest yield more detailed, comprehensive, and comprehensive answers.
2. Listening to customers will help you better understand your product
No matter how rigorous your testing is, your customers will continue to find creative ways to destroy your products and find loopholes in the services you offer. Click To Tweet
Customers are‘s best beta testers.
Companies in many industries offer sample products, alpha prototypes, and early access products.
This allows them to focus-test their products and improve their quality before they hit the market.
Listening to customers can reveal surprising details about your products, services and overall business.
You can even gauge the demand for possible products.
Customers should not be reliant on you beta-testing your products.
3. Customer loyalty and retention are improved by listening
It is five to 25 times cheaper to retain existing customers than to acquire new ones.
You want to be empathetic and keep customers satisfied. Pay close attention to what your customers say.
Customers who don’t believe that you are trying to understand them will be disinterested in your products and services.
Listening to customers keeps your finger on the pulse of your business.
4. Brand ambassadors are created by listening
Listening to customers will help you build trust in your products and services, as well as the previous point.
We want to share the moment with our friends when someone goes above and beyond to serve us.
49% of customers who had a positive experience with a customer service representative said they would share it on social media and get a positive review.
5. Employee retention is affected by a listening culture
One aspect of creating a listening culture in your workplace is listening to customers.
We urged you to listen more to the front-line employees who are in direct communication with customers.
This is a good start. This will already make your employees feel heard.
We’ve spoken extensively about the importance and value of employee experience. A few points are worth repeating:
- 70% and 24% of companies that provide superior customer service have significantly better, or moderately better, employee experiences.
- Happy employees can be up to 20% more productive at their job.
- Unhappy workers take 15 more sick days per year than the average worker.
- Companies with engaged employees outperform their peers by 147% when it comes to earnings per share.
Employees can be ambassadors for your brand, just like customers.
Customers-facing employees are nearly 5.5 times more likely than others to recommend their company’s services and products.
You can increase your sales by making sure your employees are happy and motivated.
Why and how to listen to your customers?
Some customers may not be aware of what they want. Steve Jobs also shared something to that effect: “People often don’t know what they want until you show it to them.” Click To Tweet
What best practices can we use to listen to a customer actively?
Its important for you as a business owner or manager to learn how to listen to your customers. After all, they are the ones who use your products or services and have first-hand experience with them. But it’s not always easy to know what they want or need.
That’s why it’s important to take the time to listen. By taking the time to listen to your customers, you can get valuable feedback that will help improve your business. So don’t forget to ask them how they’re doing.