Customer Retention

Customer Feedback Loop in 2021 - The Whats, the Whys and the Hows

by
Sreyashi Chatterjee
Customer Feedback Loop in 2021 - The Whats, the Whys and the Hows

Do you know the one thing smart customers care the most about? It is a positive and reliable customer experience. Forbes has pointed out that 86% of customers are ready to pay more provided they get better customer service. 


Now, that’s what the concept of “feedback loops” comes into the picture. New-age marketers are consistently coming up with smart customer retention strategies. A feedback loop is one such solution that can save enterprises a lot of time and costs if deployed properly. 


Does the concept sound new to you? Settle in. We’ll explain everything about feedback loops, their significance in a business, and most importantly how you can create a feedback loop of your own. 


Keep reading! 


What is a Customer Feedback Loop? 

A customer feedback loop is nothing but improving your products and services based on the customers’ feedback, reviews, and suggestions. It is a smart customer-service strategy to build a positive customer experience. 


The underlying concept of a feedback loop is to encourage communication between customers and a brand. According to Walker, customer experience is soon going to be the number one decision-making factor for buyers. In fact, people are stressing “customer experience” over key brand differentiators like price and product/service quality. 


In such a situation, brands should focus on strategies like customer feedback loops. You can easily create a customer feedback loop with AI chatbots, WhatsApp for Business, or any other branches of conversational AI to make the feedback collection process smooth. 


Smart marketers don’t stop here. They make a detailed analysis of the feedback to understand where customers demand a change. 


Why Customer Feedback Loop is so Important? 

Still not clear about the concept of feedback loops? Here’s why the customer feedback loop is creating such a buzz in the corporate world: 

  • Feedback loops are the very first steps to boost customer engagement. It helps you stay updated about the latest reviews of the customers and ensure that you’ve addressed all their complaints effectively.  


  • Feedback loops help you engage with customers on different levels. It lets you build relationships with customers beyond the regular customer-support executive relationship. Sometimes, feedback loops can unlock many new sales opportunities beyond the expectations of the marketers. 


  • A Feedback loop can help you figure out what the customers think of a product, what is causing confusion, what are their favorite features and so on. Hence, the marketing or customer support team can easily pass on this information to the product management team for necessary changes in the product. 


  • Feedback loops are a major way to listen to your customers and make them feel valued. That works as a great way to retain customers for a long time. 


Build a Customer Feedback Loop in 4 Easy Steps… 

Step 1: Collect Customers’ Feedback 


What’s the Purpose of this step? 


You should start building your customer feedback loop by collecting customers’ feedback. This step can make or break your entire feedback loop. If you don’t know what you need to do, how will you do it, right? 


What tools can you use? 

  • AI Chatbots 
  • Live Chat with Agents 
  • Social Media (WhatsApp for Business, Facebook Messenger, etc.) 
  • Online Review Portals 
  • Customer survey tools 
  • Google Reviews (Particularly useful for Brick and Mortar businesses) 


Note: Looking for a tool to collect in-depth customer feedback? Schedule a Demo with Konverse. We can help you with AI Chatbots and support across 50+ CRM channels. Customer feedback collection will get easier like never before. 

Step 2: Analyze all the feedback you collected 


It’s time to analyze the feedback that you collected in the initial stage. With successful analytics, you’ll see patterns and trends that your customers have been following. Here are some patterns that you’re most likely to observe: 

  • Are the customers bringing up the same issues over and over? 
  • Are there new issues? 
  • Are the issues actually getting solved? 


Soon, you’ll also find similarities between positive and negative customer feedback. That way, if you solve one negative customer complaint, you can resolve the rest with the same solution. 


Special Tip: you don’t need to invest a whopping amount in analytics tools. Conversational AI can help you with in-depth analytics of customer feedback. Conversational AI can help you find patterns, correlations between different customer feedback factors. That way, things can become more transparent. 


Step 3: Get into Action 

By now, you have the answers to 2 critical questions, 

  • What your customers say about you? 
  • How does it matter to your business? 


The only answer you should find now is - what can you do about that? 


So, the next step is all about taking action and performing tests. You can apply A/B testing here. For example, if customers have reported that your eCommerce store has a bad return policy. 


What you can do is create two differnt return policies and find out which one is actually working for them! In this stage, you’ll need to collect additional feedback from customers to understand if the complaints they posted earlier have been solved or not. 


Step 4: Always, Follow up! 

Before closing the loop with a particular customer, you need to follow-up on them. Following up is important for two reasons: 


  • To let a customer know that you have taken his/her feedback seriously and you have made adjustments accordingly 
  • To ask them if they have any further reviews on the same issue 


It makes the customers feel valued. By following up, you can create a loyal customer base for your brand. 


Build your Customer Feedback Loop with Konverse 

Building a customer feedback loop easy. You don’t need any fancy tools to create a responsive feedback loop. Get started with Konverse’s AI chatbots today. 


Our chatbots can help you Collect feedback from 50+ apps and channels including websites, WhatsApp for Business, Facebook Messenger, Google Business Messages. 


So, what are you thinking? Drive more sales and appointments, offer 24/7 live chat support, and follow-up with your customers at any time of the day with our conversational AI platform Konverse. 


Additional Readings 

Omnichannel Customer Service - Everything you Need to Know 

Mistakes in Conversational AI that can cost your Business 

Questions to ask before getting an AI chatbot

Author
Sreyashi Chatterjee

Sreyashi works with the Content Marketing Team at Konverse AI as a Sr. Content Writer. A marketing enthusiast who is passionate about learning and exploring the latest and the newest things happening in the world of Conversational AI. You can connect her on LinkedIn.

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