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The Customer’s Voice

There's no shortage of news sources these days to keep business owners on their game, but the single most valuable source is always the customer. That's why we were so pleased to receive this customer review of our Columbus, OH Fleet Store operation recently.

"First and foremost I want to thank the entire staff here for how professional and courteous they are! The service here is outstanding compared to other tire and oil places. The staff here know what they are doing and do it right the first time. Just as it should be done! If you are looking for tires, service or anything semi truck related, check this place out before you go to a competitor. Prices and work are of upmost quality. Clean shop floors and nicely sized garages. I will only bring my truck to Shrader from now on! Thank you so much!"

Here are five good reasons why customer feedback is important:

1. Customer feedback improves products and services

When you initially introduce a new product, brand or service to market you probably have an idea about customer needs. Market research that you conduct before introduction gives you an idea if potential customers would be willing to buy it and also they can give you some tips on how you could improve it. However, only after your customers use your product or service you can learn about all the advantages, flaws and their actual experience. On top of that, their needs and expectations evolve with time.

2. Customer feedback helps you measure customer loyalty

Customer loyalty is a crucial factor that determines company’s financial performance. It is directly linked to many benefits, such as increased market share, lower costs, or higher revenue. There's no denying the close connection between customer loyalty and business performance. Therefore, there is no doubt that you want to make sure your clients are happy with your products and services. Naturally, the best way to find out if you meet their expectation is to get their opinions. 

3. Collecting customer feedback shows you value their opinions

By asking your clients for feedback you communicate that their opinion is important to you. You involve them in shaping your business so they feel more attached to your company. Listening to their voice helps you create stronger relations with them. This is the best way to gain valuable brand ambassadors who will spread positive word-of-mouth for you. And I am sure you are aware that their recommendations is probably the most effective and, at the same time, the cheapest way to acquire new customers and become more trustworthy in the eyes of your current and potential clients.

4. Customer feedback helps you create the best customer experience

Today’s marketing is heavily based on experiences people have with products, services and brands. They do not buy Apple products just because they are good. They want to demonstrate their status and affiliation to a particular group. They do not buy Nike clothes because they are durable. They buy courage to extend their boundaries. Therefore, if you focus on providing the best customer experience at every touchpoint clients will stay loyal to your brand. And naturally, the most effective way to give them amazing experience is asking them what they like about your service and what should be improved.

5. Customer feedback helps to improve customer retention

Loyal customers will stay with you. Unhappy customers will eventually find a better alternative and take their business elsewhere. Customer feedback helps you determine if your clients are satisfied with your service and detect areas where you should improve. By asking for opinions regularly, you  always have a finger on the pulse. Each time a dissatisfied customer expresses his disappointment, you have an immediate opportunity to react and find a solution to an issue. This is a perfect moment to win a client back and even increase his level of loyalty. 

At Shrader Tire & Oil, we've put the customer first for more than 72 years. Feedback like this is the payoff from the effort!