Interacting with your customers through real-time feedback is the only way to progress in today’s global business logic. Customer-centric company culture demands more agile and perceptive business than ever before.
The fact: according to prestigious research focused on customer experience (published in the US), 70% of the shopping experience is based on how customers feel they are being treated. Yes, you read that right: 70%!
Put yourself in the shoes of a consumer who had a bad experience: you want to raise your concerns or complaints and absolutely no one is willing to listen to you.
Does it make you reconsider choosing that brand or service? Will you make a claim? Will you complain on social media? Will you tell your friends and family the bad news?
It is no secret that many businesses juggle daily to be able to listen to their consumers and collaborators, always with the good intention of wanting to achieve a healthy culture that is transmitted in an experience of excellence.
And today it is a mandatory condition, for any organization that wants to progress, to be highly receptive to customers and employees.
This means one thing: having real-time feedback devices is more important than ever.
Giving adequate responses to changes in priorities, tastes and tendencies is only possible by practicing true active listening .
Only direct, regular, real-time feedback will allow you to have a real, unbiased picture of what’s going on in the trenches of your business.
Did you know that 72% of customers who have positive experiences with a product or service will share their story with six or more people, but if they have a bad experience, 13% will share the experience with more than 15 people ?
Real-time feedback between users and the brand has become a hallmark of the times. Along these lines, possibly the most well-known way to find out what your customers think and feel is the use of satisfaction surveys .
But there’s more: here you’ll understand everything about real-time feedback, and above all, why it’s one of the most effective types of feedback out there.
What is real-time feedback?
It is necessary, first of all, to make clear what the meaning of “feedback” is.
To understand what feedback is, we must place ourselves in the general framework of any communication instance.
For a moment, let’s imagine ourselves in any dialogue, placing ourselves as senders of a message: we will say something to our receivers, and they, once they receive that message, will have a response to that expression (not necessarily a return with words, it can also be gestures, silence, etc.).
Once we receive that feedback, our next interaction within the framework of that communication will be determined by that response we were given.
Well, feedback is our response to that stimulus or message received.
In other words, it is the ability of a sender to collect reactions from receivers and modify their message, according to what is collected.
If we transfer this formula to commercial logic, it doesn’t take a genius to elucidate the core value of feedback between a brand and its customers, as well as within a company with its employees.
And here we add a key added value: that our business provides real-time feedback will show us receptive and empathetic to what we are told, a fundamental attribute in the era of customer-centric culture .
Using devices so that users and collaborators can express themselves will always bring much greater benefits than the increase in sales (which we all want). Responding immediately is the key to success – that’s where it all starts.
It’s not just about improving revenue. It’s presenting ourselves as a modern, agile, perceptive, flexible and, essentially, consumer-centric brand.
Understand it: improve your listening and anticipate problems. Your customers and collaborators have the information they need to innovate and improve. Systematically record and collect all that data – technology today does the work.
Do it and you’ll notice the difference right away. In a short time, you’ll be able to make your brand a reference when everyone thinks of examples of customer satisfaction .
What is positive feedback?
It’s the positive comments, reviews, and other types of communications that tell a company what it’s doing well or what it’s doing so efficiently that it makes its customers happy.
What is negative feedback?
A negative feedback loop is a process in which a company listens to customer claims, complaints, or disagreements and then uses that information to improve its products or customer service.
Let’s be clear: in negative feedback, the response will be reversed or cause the opposite effect to the original stimulus. It’s not about getting a complaint and doing nothing. Quite the opposite.
Why is real-time feedback important?
Real-time feedback is important for a number of reasons. Performance analysis processes for products, services, or people are often complex.
In general terms, performance management systems provide numbers and statistics that usually do not have variables that explain the impact that any value associated with a feedback instance had on that final number.
But real-time feedback is important because it helps improve performance continuously. Real-time feedback ensures that your employees are correcting immediate priorities to drive constant improvement in your brand’s reputation.
Research found that 87% of organizations agree that “good” customer experiences are no longer enough to satisfy consumers.
A bad customer experience can damage your reputation forever. What can you do? Start listening. Offer your collaborators fast, anonymous and easy ways to download.
It helps them correct their mistakes and even make behavioral changes. It also contributes to their professional development, knowing that you need to stay flexible and vigilant, especially in this rapidly changing world.
Encouraging real-time feedback in your organization sends a signal to your people that you’re supporting them every step of the way.
When managers and direct reports interact, employees naturally understand that their managers care about their development (and they should!).
This also allows a manager to be attentive to the satisfaction of their employees , paving the way to turn a negative experience into a positive one for the employee.
3 Benefits of Real-Time Feedback
Increase employee engagement
Employee engagement is the backbone of any organization’s success. So, when it comes to collecting negative reviews, it’s paramount to keep your employees’ engagement high.
When your workers are engaged, your company reaps the benefits. One of the biggest benefits of real-time feedback is that it helps increase employee performance.
Stimulate a culture of recognition
Employees want to be recognized for their efforts. Showing appreciation for a job well done goes a long way – it boosts anyone’s morale and performance.
In addition, HR experts have found that focusing on improving an employee’s strengths, rather than weaknesses, increases motivation.
For any training to be based on an employee’s strengths (and above all, to work), managers need to have more frequent conversations with their employees, helping them identify and develop their skills.
Managers who know their employees’ strengths are 71% more likely to have motivated and engaged employees.
Many people will be reluctant to share their work experience with their employers, but they will do so if they are offered quick, anonymous, and easy ways to download .
Know all about your own business
Hearing direct information from your customers and collaborators without intermediaries is priceless. Anonymous and unbiased information is the best way to understand and evaluate your methodologies, processes, and results.
Every human being likes to be heard. Whether it is to respond to a compliment, a suggestion, or to resolve a complaint, humanizing the contact and being aware of the service is a determining differential.
It doesn’t matter if your customer had a problem with you, if they felt cared for and heard, they’ll probably come back.
Real-time feedback will increase your sales
Your customers know what they want. No matter how much market research you’ve conducted, you can’t be 100% sure you know what your consumers want unless you hear about their needs.
Your own ideas and hypotheses regarding the functionalities of your products or services, the price ranges you manage, and even the belief of why your customers come to your business, can be completely wrong.
The only truth is reality: listen to your consumers about what they’re looking for, what they need, or what they like or dislike about your business.
Real-time feedback is a process that, applied continuously, will grow your relationship with your customers, allowing you to adapt to changing needs and preferences, which will increase their loyalty to you (and your revenue).
Real-time feedback from your customers and collaborators, now
Global Metrics allows you to collect information directly from your customers and in-store collaborators . In addition to working with real-time metrics, you can also count on alarm systems to learn about negative experiences.
This allows you to quickly and effectively serve disgruntled prospects, which can be the difference between losing them or building loyalty.
If you need more information on how to get direct, regular, and real-time feedback, go to https://globalmetrics.io/contacto/
Find out how they feel and think about your brand: use the benefits of working with real-time feedback to your advantage.
