How to effectively manage client feedback: Tips and Tricks

The need to nurture the clients' relationship with your business has never been greater. So, ways that you can manage that feedback effectively are the answers we are looking for in this blog.

Nov 20, 2023
How to effectively manage client feedback: Tips and Tricks
Over the last few years, digitalisation has transformed virtually in every aspect of our lives. And, it's bringing about a revolution in the ways we do business. While this revolution is exciting and empowering, it's also raising the bar for businesses.
The need to nurture the clients' relationship with your business has never been greater. And, when you take a step back and look at it, the one thing you want to achieve is first and foremost, to listen to your client's feedback. So, ways that you can manage that feedback effectively are the answers we are looking for in this blog.

What is Customer Feedback Management?

Customer feedback management (CMM) is the practice of systematically and proactively obtaining customer feedback. It's a way to ensure that your customers have a voice and feel heard, so that you can continue to improve the quality of your product or service.
When done well, CMM helps you:
  • Understand what your customers want from you;
  • Listen closely to their feedback in order to understand how they think about your product or service;
  • Respond quickly and positively to feedback that is useful and constructive;
  • Monitor the effectiveness of your feedback strategy over time.

Why is customer/client feedback management important?

Customer/client feedback management (CCM) is important because it helps to identify and address customer issues in a timely and effective manner. It also allows businesses to improve their customer relationships and build loyalty. By effectively addressing customer complaints and concerns, businesses can prevent negative word-of-mouth from spreading, which can have a negative impact on their business.
CCM can also help businesses to improve their communication skills. When customers feel that they are being heard and that their concerns are being taken seriously, they are more likely to be satisfied with the final product or service. In addition, effective CCM can help businesses to improve customer retention and recruitment. By providing a great customer experience, businesses can attract new customers and retain existing customers.
Lastly, effective CCM can help businesses to reduce the cost of customer service. By identifying and resolving customer issues quickly and efficiently, companies can minimize the amount of time and resources that are needed to resolve a problem.

Types of feedback

There are a few types of customer feedback that you may want to keep in mind when interacting with your customers.
The first is customer satisfaction survey. This is a great way to get feedback on the quality of your service and to find any areas where you can improve.
Additionally, you can use customer feedback forms to gather information on what customers want or need from your business. This can help you to create better products and services that meet the needs of your customers.
Another type of customer feedback is complaints. It is important to address these complaints as soon as possible in order to minimize the chances of them becoming escalated. These can be in the form of bugs, issues on your website etc. It is important to have a customer feedback widget on your website for customers to upload any issues directly.
Lastly, you can use customer feedback surveys to gather feedback on the quality of your customer service. This way, you can improve the level of service that you provide and ensure that your customers are satisfied.

How can you properly manage client feedback?

Asking clients for feedback is like collecting the ingredients to make your recipe. It’s just one phase in a cycle that ends with the delicious product being consumed. Just as you have to keep collecting and updating ingredients, you must continue asking clients for their thoughts because if you stop, you’ll get caught with out of date feedback or even worse – no feedback at all! The actionable item here is to not let client feedback die before it becomes something tangible.

Here are some pointers that you have to remember before setting up a customer feedback system:

Establish your goals

The first step in managing feedback is to set your goals. What do you want to achieve by asking for client feedback? Is it simply a way of getting your customers’ input on how you’re doing? Or, are you hoping to learn specific things about their needs or wants so that you can improve the quality of your product or service? Once you know what your goal is, it becomes much easier to decide when and how to collect feedback.

Customize the Feedback Process to Meet Your Goals

Depending on the goal you’re trying to achieve, different steps in the feedback process will be more important. Metrics have the ability to help you gage how well your business is doing. The Net Promoter Score is a holistic tool that can be used to predict customer loyalty (such as Customer Satisfaction and Retention).
Customer Satisfaction is broken down into various departments, and you can see specifically what this gives you. Customers experience CES when interacting with your company, potential dissatisfaction, churn and increase of Average Order Value are all benefits of using it properly.
Having a customer feedback widget can be extremely handy in this case. You can simply set it up on your website and your users can report issues directly without switching tabs.

Collect feedback from a variety of sources

One of the benefits of collecting feedback from a variety of sources is that you’ll get different perspectives on the same issue. This can help you identify any inconsistencies or gaps in your understanding.
Collecting feedback is as easy as sending an email today. With social media constantly adding another new channel (complete with analytical content and responsive layouts), you'll never run out of new ways to interact with your audience, customers, or business partners in a whole new way. For example, from in-app surveys to live site popups that aim to improve overall user experience.

Tracking Behavior Can Help You Improve Your Feedback Loop

Feedback on feedback is necessary, to check if you are getting the most out of your efforts. Keep a separate track on what is the best time to gather customer feedback, which channel gets the most responses – and which feedback management tool works best for you.
It is also handy to assess surveys by demographics in order to make changes across time zones! You may also want to keep an eye on new trends that emerge as well when it comes down to methods of collecting valuable insights from your customers.

Take Action on the Customer Feedback

Once you have collected feedback, it’s important to take action on it. This means doing something that will improve the quality of your product or service based on what you learned from the feedback. For example, if you identified a need for better customer communication, make sure to do something about it!

Closing thoughts

Managing client feedback is an essential part of running a successful business. By following these tips, you can ensure that your Feedback Management System is effective and efficient in helping you collect, process, and act on feedback from your customers.