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As we approach the end of 2019, it is important to find the time to assess your business from all angles and take note of the areas in which you have succeeded and identify the areas which require improvement in 2020. 

While many may turn to analytics and sales figures to deduce what worked and what did not, spreadsheets may not provide the detailed answers you seek when it comes to areas in which your services are lacking. 

Regardless of the industry in which you work, the customer is king. Instead of trying to use facts and figures to divulge what your clients want or need from your business, it makes more sense to simply ask them. 

If you do not attempt to find out what your clients actually think about your service, you will not be able to provide them with the best customer experience possible. 

What is customer feedback?

This is information provided by clients about your business’ product or service and their dealings with your staff in the process of receiving the product or service.  

This may be positive if the client is satisfied with their experience or negative if they are dissatisfied, highlighting the need for change within your business.  

Why is customer feedback vital to your company’s success?

Improve products and services

While you may have completed market research to test the waters before launching a product or service, it is only after a customer has used the product or service that you can truly gain valuable information on its advantages, flaws and actual experience. 

Even if you are a company which has been around for a long time, it is still important to undertake regular customer feedback surveys, as client needs and expectations are ever-evolving. 

Customer feedback will ensure you meet client expectations, solve problems and offer the best possible experience. 

Happy clients translates to higher revenue

The success of your business depends on the level of satisfaction of your customers. 

If you have a database of happy clients, you are more likely to experience increased market share, lower costs and, most importantly, higher revenue. 

There is a close correlation between customer satisfaction and business performance, so ensuring you are gathering and learning from the feedback provided is imperative. 

Your customers feel valued

By asking for feedback, you are demonstrating to your clients that they are valued. It also communicates that their opinion is important – especially when you enact change based on their suggestions. 

This will help to forge strong and loyal connections with your clients, who will be more likely to recommend your product or service to other potential customers.   

By keeping these lines of communication open, it proves that your primary business goal is to solve their problems – not to simply take their hard-earned money. 

Customer retention

If you have taken the time to seek your customers opinions and alter the way you deliver your service or product to better suit their needs, they are more likely to stay with you. 

Don’t be afraid of negative feedback –  this is an opportunity to win back a client and increase their level of loyalty if you act quickly to find a tailored solution or make ongoing improvements. 

By reacting to customer feedback quickly and effectively, it shows that your company is proactive and dedicated to its customers. 

Use feedback to develop future strategies and inform business decisions

Why base important business decisions on guesses in today’s highly competitive market, when you can adjust your products and services to perfectly fit your customers needs?

By gathering feedback from your customers, you will be left with reliable, tangible data to inform future decisions. 

Their suggestions will help to guide you toward the areas in which you should focus your budget and attention to yield the highest return on investment.  

Gain insight on your team’s performance

As the owner or manager of a business, you may not have the opportunity to see how your employees interact with your clients. 

You are trusting in them to act professionally, turn up to appointments on time and provide the best possible customer care – but what if this is not the case?

Owner of Telestar Marketing Luana Martin said there had been instances where companies had engaged the Perth telemarketing company to create a personalised campaign to discover why they were losing clients. 

Little did they know, their staff had been missing meetings, leaving their clients in the dark and failing to provide the customer service expected of them. 

By going directly to the source, Telestar was able to offer a sympathetic ear to how the clients were feeling, get them back on-side and pass on valuable information to the employer to ensure changes were swiftly made. 

Enter Telestar Marketing

If your business has a large customer base, it is difficult to devote enough attention to every customer on a regular basis – there are simply not enough hours in the day.

This will force your to prioritise your clients, with most choosing to focus on larger accounts while smaller clients with large potential are pushed to the wayside – and often into the arms of competitors. 

Telestar telemarketing Perth undertake well-structured and targeted customer care calls to discover how your clients feel about the product or service you are providing. 

This may identify issues you are not aware of, allowing you to make necessary changes rather than treading down the same doomed path in 2020. 

Don’t leave your customers behind

With Telestar Marketing, our targeted and ongoing customer care campaigns will minimise lost and lapsed customer rates, while uncovering new opportunities. 

Telestar is second to none when it comes to lead generation in Perth, with our vibrant team specialising in outbound telemarketing, telesales, inbound sales and appointment setting in Perth, as well as service and retention activities.

We don’t just make and take calls. We work with you to understand exactly what you need to meet your business objectives and then we set about delivering that in the most appropriate way for you.

Get in touch with our team by calling (08) 6454 0290 or 0404 039 090. Alternatively, send us an email at info@telestarmarketing.com.au.