In this episode, Mari-Liis and Laura from Powerful Marketers discuss the most effective ways to use customer feedback to grow your business. There are many ways to do it but to keep it short and simple; we will share three highly effective tips. These include asking for feedback on social media and Google, showcasing the feedback on your website, and using the NPS score to measure customer satisfaction.
1. Ask for feedback on social media and Google
The first tip is to ask for feedback on social media and Google, even if negative feedback is received. By doing so, businesses can improve their products or services, build trust on public channels and be more visible. It is a great way to show that the business is listening to its audience and is open to learning from feedback.
2. Showcase the feedback on your website
The second and most efficient thing to do with the feedback you receive is to put it on your website. This will support your SEO as you use external links, but most importantly it is social proof for new potential customers. In addition, you can write testimonials for your customers as well, and if they add it to their website, you can ask them to include your website link to improve your SEO thanks to other websites linking to you.
3. Measure the NPS score
The third very effective way to gather and showcase feedback is by using the NPS Score. NPS stands for Net Promoter Score, which measures customer experience and predicts business growth. This proven metric can transform your business! Just ask your clients how likely they would recommend your business, product or service to their friends or colleagues on a scale of 0-10.
Depending on how people answer, you will have 3 groups of people:
- Those who answer 9 or 10 are called promoters. They are loyal enthusiasts who will keep buying and referring others, fueling growth.
- Those who answer 7 or 8 are called passives. They are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Those who answer 0 to 6 are called detractors. They are unhappy customers who can damage your brand through negative word-of-mouth.
To calculate the NPS Score you must subtract the percentage of Detractors from the percentage of Promoters. The NPS Score can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
- "By asking for feedback on Google and on social media, you will be more visible, you will build trust on public channels and you can also improve your existing products or services." - 00:01:45
- "And overall, [showcasing the feedback] helps you to get your brand and business out there even more and it really builds your reputation in the marketplace while you sleep.” - 00:02:35
- “And what's great about this [NPS] survey is that it can also be anonymous, meaning they can be honest. And since it is such an easy question and it only takes really one minute to answer that, the likelihood of really receiving a lot of responses is quite high as well.” - 00:03:16
- "The best time to ask for NPS feedback is right after you have worked with them because their emotions are still high." - 00:03:57
- “Listening to your audience will naturally draw more users to your business as we all are drawn to positive people and companies.” - 00:07:03
- [00:01:07] Ask for feedback on social media and Google
- [00:01:59] Showcase the feedback on your website to improve SEO
- [00:02:54] Use NPS to measure satisfaction
- [00:04:12] How to measure the NPS score?