In a previous Boost article, Anne Williamson, founder of Customer Love, offered her tips and hints to help understand what your customers really think about you and your business.
Following on from that article, Anne outlines below three valuable ways in which you can use the collected customer feedback to grow your business.
Where on your website are you displaying your feedback? Do you have a specific customer testimonials page?
Whether you are selling products or services, consider displaying customer testimonials next to relevant products and services. This will help to reassure potential customers at the point of making a purchasing decision.
Also think about where else on your website you could display your testimonials – maybe your home page, contact us page, at the bottom of blog articles or even in your checkout?
Imagine you’ve asked for a quote for an extension on your house. You get three quotes from builders you’ve never used before. Those quotes may vary, one is very detailed about the work to be carried out, possibly one is basic with a total price and one might even mention that the price could increase.
If one of those quotes had photos of extensions they have built already, along with customer testimonials, you’d more than likely feel reassured that they would be the right tradesperson to build your extension.
Think about including testimonials within your next quotes and proposals (I normally put mine underneath the price for the piece of work), make sure to use testimonials that are relevant to the services your are offering in the quote or proposal.
Customer suggestions and feedback can help you increase sales and deliver what they want rather than what you think they might want.
If you’ve asked for feedback and discover some customers are frustrated by something that you do, or don't do, (for instance you post invoices but they’d rather receive them by email), consider if this is something that you could change to imporve your service.
Your customers are also the perfect people to help you develop new ideas for products and services. Sometimes we are so close to our own businesses that we don’t see the obvious add on products and services that would be useful to our customers.
If your customers are suggesting a product or service you already provide in their feedback, they may be unaware of your full offering. This may be a reminder that you should communicate with custmomer about your full range of products and services, rather than your core services.
Here is a selection of the testimonials I share on my website:
Collecting and using feedback can really impact your business growth and is a great marketing asset too.
About the author
Anne Williamson is founder of Customer Love. Anne works with businesses who are looking to increase customer retention rates and develop improved customer relationships. She helps to improve customer experience processes and communication though customer experience workshops, customer journey mapping sessions and website audits.
Customer Love is a member of Boost & Co, which includes additional public and private sector organisations that can help businesses grow.
If you’re looking to grow, scale or start your business, use Boost; Lancashire’s Business Growth Hub. We offer a range of funded business support services. Call our Business Support Helpdesk on 0800 488 0057 to find out more or complete our enquiry form.
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