How to boost sales by asking for feedback
So, here's something you probably didn't know...
Asking customers for feedback actually increases sales AND helps drive repurchases.
Counter-intuitive right? We're usually hesitant to ask customers what they think so we don't bug them.
But you gotta do it right! You need to start with an open-ended question about what they liked about your product or service, like:
- What did you like most about X?
- What did we do well?
- What did you enjoy during X?
- Was it good for you?
After you prime them with the open-ended questions, you can dive into other questions like asking for feedback on what you can improve, customer satisfaction ratings, etc.
But don't overdo it. Have you ever started taking a feedback survey and a couple minutes in, as it goes on and on, you realize you just don't care enough to continue? Me too, not cool.
So...why does this work? 🤔
What sorcery is this, you ask?! When you ask customers what they love about your product, you're not just collecting data. You're making them dig deep into their memories and relive the good times. This refreshes their positive experience with your brand, making them more likely to spend more in the future (note to self: try this on my wife...but without the spending more part).
The numbers don't lie
Does this work for businesses that serve consumers as well as other businesses (B2B)? And how well does it work?
- B2C: Those who answered a survey spent 130.98% more than those who didn't.
- B2B: Asking this open-ended question bumped spending by 32.88%.
Here's how to do it
So, how can you do it for your business?
- Automate It: If you haven't already, set up an automated email or in-app survey to ask for feedback.
- Start positive: Kick off with an open-ended question like, "What did you love about your experience?" Make it optional if you're worried about response rates.
- Frame it right: Instead of asking, "What did we mess up?", try asking, "How can we make your experience even better?"
- Acknowledge & amplify: Send a thank-you note for the feedback, and encourage them to share their positive experiences in a review.
And there you have it: a counterintuitive way to get more reviews AND more sales.
Want to learn more? 🤓
If you want to learn more about this topic, you can dig into the nerdy details in the original marketing study here.
Quote of the week 💬
Customer reviews are like a box of chocolates: you never know what you're gonna get, but you hope it's not the coconut one.
- Forrest Gump...right? 🤦😆