When you launch a new product on the market and begin to promote it, user feedback can be a source of pride, inspiration, and the greatest disappointment. In the modern world, almost every Internet user shares his opinion about this or that product. Analysis of this feedback is a crucial MVP development stage and a part of the product development strategy.
Many industrial giants employ hundreds of people who monitor reviews of their services and respond to criticism and customer questions. You may, of course, not have such resources as these corporations, but SECL Group experts can teach you how to respond to feedback and use it in your strategy.
Structured Approach to Work with Reviews
How you build your work with customer reviews depends on your attitude to the product. The best approach is to consider the product as a joint project with users and take feedback from them as an opportunity to build loyal relationships and improve the offer.
A structured approach to user feedback analysis consists of three key steps:
- First, you must know all feedback your users generate.
- This information should be used to understand how people interact with your products.
- Thirdly, this knowledge should be used to increase conversion.
The first step is to be aware of the locations where you receive feedback. Some resources may be more noticeable than others. For new IT products, the most critical platform will be the page where they are presented and where negative reviews will significantly impact downloads. But at the same time, you also need to be aware of what users say about your product on social networks and specialized resources where potential clients can look for recommendations.
The reaction to the feedback should be of the same quality regardless of the platform where the publication is made. Responding to negative feedback positively is an opportunity to reduce potential damage to your brand and show customers that you are a company that will listen to their wishes.
Responding to positive feedback is also essential, although it is often forgotten. A simple “thank you” to users who praise your app is surprisingly effective in building brand image, especially during an important few months after launch.
Analysis of Funnels and Search for Weak Points
As soon as a significant amount of feedback on the MVP accumulates, this information can be used for marketing strategy and conversion analysis. There are many guides and approaches to working with user feedback, but all use the same basic principle – funnel analytics. Working according to this method, you investigate how many users are attracted at each stage: from the first touch to the sale. And here, it is worth looking at the number of attracted users and each stage of user feedback.
Thus, it is possible to identify any weak points of the marketing and product strategy. For example, you have a fantastic product created on the new-fangled node js websites, ideal for commercial sites. You produce unique content that people read and share but need help finding your website or app in search results.
The ultimate goal is to provide a potential customer with a seamless experience from the beginning – from the first introduction to the benefits of your product – to everyday use. And just by analyzing the feedback step by step, it is possible to discover the product’s shortcomings that users find annoying or repulsive.
Analyzing user interaction with each part of your product offer is very important, but most companies focus on a single metric – the conversion rate. Convincing interested customers to purchase your product is the most challenging marketing strategy. Therefore, conversion becomes the most focused aspect of the entire funnel.
What is essential to pay attention to? Pricing policy is also an important factor that increases conversion. If, in the course of analyzing user feedback, you find that customers complain that your product is too expensive, this is, in fact, a sign that your marketing strategy is working well.
And this is where starter offers, time-limited free downloads and free subscription levels come into play – tools that will show the user what he is paying for.
Research shows that millennials are increasingly treating brands like people and are looking for a personal relationship with the companies whose services they purchase. Therefore, analyzing user feedback and positive reaction to it is an essential part of the work to win over this group.
In other words, you should analyze user feedback as an opportunity to build relationships with users and include them in the application development process. The ultimate goal is to provide customers with a personal contribution to the brand because this will build their loyalty and encourage them to recommend your products to their peers.
How to Ask Your Clients to Provide Genuine Reviews?
As a business owner, you know that customer reviews are necessary for opening a new business. But how to get honest and reliable reviews from clients? Here are some tips:
- Make it easy for customers to leave reviews. Make it easy for customers to leave reviews on your website or social media pages. Provide clear instructions on how to do this and make leaving feedback as easy as possible.
- Be bold and ask your customers for feedback. You should actively request customer feedback after each transaction. This will help you collect reviews that will be honest and relevant.
Customer reviews are one of the company’s most powerful tools for converting leads into customers and increasing sales. They are social proof that your product or service is worth buying and can be a valuable marketing tool.