Digital strategy, feedbacks, performance, company image, e-commerce, customer relationship, customer satisfaction, negative reviews, online shopping, data analysis, marketing, sales, social networks
The arrival of e-commerce and new technologies has changed the rules of the game. Traditional merchants have had to focus on improving customer relationships. Collecting feedback has become essential for any actor. Whether online or physical, brands are all going digital in order to collect as much feedback as possible about their brand in order to heal their image and improve their products and services. It is important to know the opinions of customers of the company in order to make the necessary changes for its development and the satisfaction of its customers.
[...] On the contrary, you have to take your time and deal with negative comments without causing conflict. It is important to respond calmly and with respect, as one can easily end up with hundreds of comments from customers. Additionally, sometimes teams have a hard time understanding negative feedback, so it is also recommended to ask customers for more details so that they can respond effectively. In terms of positive feedback, they boost performance and strengthen the image of the company. [...]
[...] Customers are more informed and demand more from brands. This is why companies are taking their customers' voices into account more without triggering a wave of complaints. Whether it's a questionnaire or an online satisfaction survey, brands use many methods to collect customer reviews when they visit the website or on social media. The questionnaires are generally available on the website, on the pages of social networks, downloadable by QR code or sent by email. Ways to collect feedback A company turns to feedback when it is convinced of the added value that its implementation in its company represents. [...]
[...] The main thing is to interact with customers and show them that their opinion matters to the company because, in any case, it is an opportunity for improvement. Conclusion Feedback is the information that we collect after an event or an action. The purpose of this collection is to have enough information to make the right decisions and make the necessary improvements. Whether used for a digital strategy, or a business strategy, the purpose of feedback remains the same: to identify improvements and ensure business performance. However, companies must learn to use feedback effectively in order to reap the benefits. [...]
[...] For example, the Frequently Asked Questions available on a website should be smart and dynamic and should take into account customer requests and their frequency. Likewise, the virtual agent, the chatbot, is a great way to personalize and provide precise answers. The main purpose of collecting customer feedback is to make decisions to improve offers and services, and thus, improve its brand image and performance. This is why it is important to know how to analyze and use data effectively. [...]
[...] This type of solicitation is usually found after a purchase on the Internet. Customers can be solicited by emailing, on codes placed on the products or via a widget installed on the e-commerce site. B. Social networks Social networks such as Facebook, Instagram and Twitter are the perfect places to collect customer comments and opinions. They are a means of spontaneously collecting customer opinions on the company's offers or services, and in other cases, setting up surveys. C. Marketing and transactional e-mails E-mail is one of the essential channels for collecting feedback, especially with regard to e-commerce sites. [...]
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