Let customer feedback drive brand growth

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 13, 2021, 10:03 AM UTC

Incorporate feedback forms into live chat tools to gather insights on common consumer problems and support them effectively.

Gathering user feedback helps brands track and improve customer experiences, develop products and services, and augment sales. Brands can use survey software tools like SurveyMonkey to develop tailored surveys and collect feedback from their customers.

Use common survey forms like the Customer Satisfaction Survey (CSAT) and the Net Promoter Score (NPS) to gauge customer satisfaction and determine the likelihood of a recommendation. Brands can gather responses from target audiences, identify reasons for cart abandonment and retain consumers by adding feedback request templates on websites or emails.

Data collected through feedback must be categorised and made easily accessible via a central sheet to efficiently analyse consumer satisfaction, sentiments, emotions and more. Using the insights gathered, optimise marketing efforts, A/B test strategies and create SOPs to incorporate feedback.

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