How can you leverage customer feedback to refine your brand's position?

Feedback is the primary way of knowing what the customers value about the brand. The feedback can be positive or negative. Identify the pain points in the feedback and focus on reducing such areas. Feedback can also reveal any hidden opportunities in the form of the unmet needs of the customers.

One key thing here is timing. Regardless of the form you are using, you need to be timely in when you are requesting feedback from your customer. The most valuable customer feedback will come when the information is fresh. I have found that if you wait, the experience and details from your interaction will somewhat fade. While your project is still prioritized in your customer’s schedule, that is the best time to request feedback.

You leverage customer feedback to refine your brand's position by listening to what's valuable in the market. Key is valuable, not necessarily what they say they want. "If I asked them what they want, they would've said faster horses - not a car" - Ford. A brand's position relies on what the company conveys to their audience, and what the audience associates with the company. Thus, good associations are made by good implementations based on feedback.

O feedback dos clientes é uma fonte valiosa de informações para refinar a posição da sua marca. Você pode obter alguns retornos, com pesquisas e avaliações, ou através de uma comunicação e utilizar para um Ajuste Estratégico. Lembre-se: Clientes satisfeitos são defensores da marca. Use o feedback deles para aprimorar continuamente sua posição no mercado.

To refine your brand's position using customer feedback, 👁Collecting feedback through surveys, reviews, social media, and direct interactions. 👁Analyze this data to find common themes, preferences, and areas of dissatisfaction. Use these insights to understand customer perceptions and what they value most about your brand. 👁Adjust your branding strategies to highlight strengths and address weaknesses. 👁Implement customer suggestions to improve products or services, demonstrating that you value their input. 👁Continuously monitor feedback to keep your brand aligned with changing customer expectations, ensuring it stays relevant and competitive.

If you aren’t soliciting feedback via a platform, you can still consolidate and analyze feedback via excel. It is important to compare customer feedback using the same criteria to uncover the qualitative differences. It is good practice to remain unbiased while reviewing the results. A good strategy is to solicit input from multiple sources related to the same project. While you are unbiased in reviewing the feedback, the feedback you are analyzing is the opinion of one stakeholder and will change depending on the individual.

What is the point in getting customer feedback if you aren’t going to use it to evolve your services? Best-In-Class service changes year over year, in order to be at the forefront you need to continue raising the bar. Your customers provide an outside-in perspective that can help foster new ideas and improvements. I can tell you that any service or product that I use, it always excites me when I see refinements or changes. Each customer’s voice matters and you have the chance to prove it by constantly evolving.

At B2BeeMatch, we've prioritized customer feedback from day 1. This approach has allowed us to solidify our products, refine others, and bring new offerings to market faster. Leveraging customer feedback is crucial for refining our brand's position. Listen to what our customers are saying, understand their needs, and use their insights to make informed decisions. We engage regularly with our audience. This continuous loop of feedback helps us stay aligned with market demands, improve our services, and strengthen our brand's relevance and appeal.