Customer feedback and consumer reviews are very important aspects of any business activity.
Traditionally, small retail businesses that keep a brick-and-mortar presence have been able to gather customer feedback immediately and on the spot. These days, however, large companies have many tools that can help them collect and analyze consumer reviews and feedback. Making the most out of consumer reviews means taking action on the feedback received. Here are some ideas on how changes to the business process can be implemented based on reviews and opinions from customers, clients, and consumers.
Establishing Priorities for Action
Change that is based on feedback needs to be prioritized before it is implemented. There should be three priorities: immediate, this year and next year. An example of an immediate priority would be a product that is getting very negative reviews due to multiple deficiencies; this would require immediate action such as product recalls, refunds and customer service.
Testing Various Solutions
Not every business change implemented needs to be a quick fix. A change that is given a priority of next year is an invitation to try out new ideas, and there should be more than one. For example, if a few customers are complaining about the navigation of an e-commerce website, the business owner should think about A/B testing a couple of new layouts.
Learning Hard Lessons
There will come a time when a business owner learns from customers that he or she is not doing a good job running their company. This is often hard feedback to assimilate. After all, no business owner wants to hear customers complain about lack of skills or leadership. Nonetheless, business deficiencies can often be tracked down to insufficient knowledge and experience. When this happens, one of the best changes a business owner can implement is to expand his or her knowledge with an MBA program. Take a look at a sample list of programs that offer top online MBAs that are accessible to anyone from anywhere. These are ideal for business owners who need to run their companies while studying.
Responding to Feedback
Unfortunately, many business owners treat consumer reviews and customer feedback for granted; they review and analyze information, implement changes and move on without getting back to their customers. It is important to thank customers and consumers for their feedback and reviews, particularly when the information they provide results in an improvement of the business process.
In the end, business owners should also track the results produced by the implementation of changes prompted by feedback and reviews. This tracking should include paying attention to the customers providing the best feedback.