{"id":2589,"date":"2020-07-28T22:00:37","date_gmt":"2020-07-29T02:00:37","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=2589"},"modified":"2023-05-14T01:04:44","modified_gmt":"2023-05-14T05:04:44","slug":"increasing-customer-loyalty-by-collecting-feedback","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/increasing-customer-loyalty-by-collecting-feedback\/","title":{"rendered":"Increasing customer loyalty by collecting feedback"},"content":{"rendered":"

Customer loyalty can be a challenge\u2014and churn isn’t always preventable. But you can always reduce it by listening to your users and making them feel invested in your product.<\/p>\n

After all, they’re the ones paying for it. They’re the ones using it. They’re going to have ideas for making it better.<\/p>\n

It’s not enough to passively take in feedback, though. It’s what you do to collect, manage, and respond to that feedback<\/a> which makes the difference.<\/p>\n

Put yourself in the user’s shoes. It’s one thing to see an announcement about a new feature I may or may not want. It’s quite another to receive an email saying, “Hey that feature you requested\u2014it’s live!”<\/p>\n

When I get that email, I feel heard, seen, and appreciated. I feel like I somehow “chipped in” to this effort to improve the product. It doesn’t feel like marketing to me. It feels like I’m being thanked. It makes me want to stick around and see what else they release. I’m now invested.<\/p>\n

In short, it increases customer loyalty.<\/p>\n

Leverage feedback collection during support interactions<\/h2>\n

Feedback is going to come your way. If someone is using your product and there exists a way to contact you, you will be contacted.<\/p>\n

At the very least, your customers will reach out to you for product support. No matter how thorough your documentation, there will always be questions.<\/p>\n

Any support agent (who’s been on the job for more than an hour) knows it isn’t only giving out answers. It’s also fielding suggestions.<\/p>\n

Support means you’re hearing directly from your customers. But often, those agents don’t have a good avenue to push suggestions from customers up the chain.<\/p>\n

But, offering product support isn\u2019t the same as actively<\/em> seeking customer feedback<\/h3>\n

Worse yet, many companies appear to think support and feedback are the same thing.<\/p>\n

They assume that, since customers give feedback during the support interaction, that\u2019s the same as actively collecting feedback. There’s no formal process to receive feedback, much less request, prioritize, and act on it.<\/p>\n

Actively collecting feedback isn\u2019t only good for keeping customers, either. Your employees likely have even better ideas. They want to be heard even more than your users do.<\/p>\n

Make sure that feedback is being captured! You can worry about making sense of it later. But don’t let ideas just disappear into the void.<\/p>\n

\"Canny<\/a><\/span>