Understanding what your customers want isn’t just important; it’s essential to staying competitive and growing your business. They have high expectations, and they may have trouble clearly communicating. The key to success? Asking and actually listening to them.
Customer insights, especially through tools like Net Promoter Score® (NPS) and Voice of the Customer surveys, can be a game changer. These tools help businesses like yours get ahead by anticipating customer needs, tailoring messaging, and focusing on what really matters.
Predicting What Your Customers Will Need Next
Imagine being able to predict what your customers will need next. It’s possible, and it’s all about paying attention to what they’re telling you today. Regular feedback through NPS and VOC surveys gives you a snapshot of what’s working and what isn’t. And here’s where it gets interesting: it also gives you insights into where things might be headed.
For example, customers might start hinting for more flexibility in service options or that they’re looking for quicker responses. Spotting these patterns early allows you to be proactive rather than scrambling to react after the fact, or worse – losing the customer to your competition.
In fact, 72% of customers switch brands following just a single negative experience*. We all know keeping a customer is a whole lot cheaper than acquiring a new one, right?
This is exactly what separates companies that thrive from those that struggle to keep up.
Tailoring Your Messaging Based on What Your Customers Really Want
Another huge benefit of customer feedback is how it can help you refine your messaging. There’s a big difference between talking at your customers and talking to them. When you actually know what’s important to them, your communication becomes more relevant, more personal, and a whole lot more effective.
NPS surveys help you understand what aspects of your business are resonating most with your promoters: those customers who are singing your praises. Are they raving about your top-notch customer service? Or maybe it’s your product reliability that keeps them coming back. By leveraging these insights, you can focus your messaging on the things your happiest customers already love about you. The result? Messaging that better resonate with buyers, which translates to high engagement and, ultimately, higher sales.
Studies show
companies who personalize their interactions based on customer feedback can see up to a 40% increase in revenue**.
That’s the kind of return you just can’t ignore.
Prioritizing What Creates the Most Value for Your Customers
Let’s face it, not every customer request or suggestion is created equal. So, how do you decide what’s worth pursuing? This is where feedback becomes gold. NPS and VOC surveys help you identify what will move the needle most for your customers.
Your detractors (those who give you a low NPS score) often point out the biggest pain points that, if fixed, could make a huge difference. Maybe it’s a clunky checkout process or slow response times. Whatever the issue, feedback helps you see where to focus your energy for the greatest impact. Addressing these pain points not only makes your existing customers happier, but it also prevents them from jumping ship.
Additionally, VOC surveys often reveal areas where you can innovate. These are the moments when customers express unmet needs or suggest improvements you hadn’t considered. And the best part? When you prioritize initiatives based on what customer’s value, you’re aligning your business with what actually matters most to them.
Data shows that organizations who put customers’ needs, desires, and satisfaction at the forefront of all business decisions and actions reported 41% faster revenue growth, 49% faster profit growth, and 51% better customer retention***. Proving feedback is a direct line to growth.
Utilizing Data for Actionable Growth
So, you’ve gathered all this incredible feedback. Now what? The real value lies in turning these insights into action. And this is where we come in.
At Butler Street, we don’t just help you gather feedback through NPS and VOC surveys - we help you use it. We analyze your survey results to find trends, pinpoint areas for improvement, and highlight opportunities for growth. Then we work with you to put an account strategy in place that focuses on what your customers value most, so you’re not just keeping up with their needs; you’re staying ahead of them.
Customer feedback isn’t just nice to have. It’s the key to staying relevant and growing your business. And utilizing an experienced third party, like Butler Street, to implement them improves honest and unbiased results. With our actionable insights provided from NPS and VOC survey results, you can anticipate what your customers need, tailor your messaging to what they care about most, and prioritize the initiatives that will deliver the most value. Ready to turn customer insights into real business results? Contact us to get started.
*Hiver. (2024). 24 customer experience statistics for 2024. Hiver. https://hiverhq.com/blog/customer-experience-statistics
**McKinsey & Company. (2022). The value of getting personalization right—or wrong—is multiplying. McKinsey & Company. https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying
***Forrester. (2024). Forrester 2024 US customer experience index. Forrester. https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/
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