Business Daily Media

The Importance of Customer Feedback for Your Online Business

  • Written by Brigitte Evans


Your perception of your business is unique. It has helped you build up your brand and establish your presence online, and above all, it has become the main way to connect with your target audience. What your brand perception is not, however, is the only relevant one to keep in mind. 

How your customers see your brand and their experience with your business has the power to transform the opinions of many, bring more people your way, and of course, help you become an even more relevant entity in your industry.

This is especially vital in the early stages of starting your business because it can help you grow your brand in the right direction. To learn about their views and experiences, you need to invest time in soliciting feedback, analyzing your customer journey, and look for other creative ways to ask for their comments and suggestions. Let’s dig a little deeper into the importance of feedback for your business as well as the different ways in which you can find out what your target audience feels about your brand. 

Building trust in your business

Feedback from your existing customers has one primary purpose: to inspire others in your target audience to take an interest in your brand. Their word has more value to your audience than all of your advertising and marketing combined, because they aren’t directly selling anything, merely sharing their experience. 

Another perk of asking for feedback is that those same customers whose opinions you seek will feel valued just because you asked for their comments. If you act on those comments and introduce improvements as well, they’ll be more inclined to keep talking about your brand in the future, too. Feedback loops help you generate word of mouth and build trust online, which is vital in this overly-competitive world of ours. 

Improving your product or service

Innovation is the driving force of success for all modern companies because you cannot stagnate if you want to expand your target demographic or keep your customers interested. That is why brands always look for ways to innovate their product or service, and the best possible way to do that is to ask your customers what they like or don’t like about your current offer. To innovate properly, you need to be able to collect feedback effectively and connect with your customers with ease.

One of the best ways to do that is to use your customer support team to collect feedback through calls, emails, and other communication channels. Most modern businesses have switched to VoIP technology, or voice over internet protocol, to make these interactions cost-effective and seamless globally. 

Do some research on the most reputable VoIP services available to find a provider that offers numerous features. Focus on various integrations such as voice analytics, recording, and video conferencing to keep your communication strategy unified and perfect for soliciting feedback. This will allow you to collect and keep your feedback in one place and fuel your innovation strategy with ease.

Boosting customer experience

Asking for customer feedback is a huge step forward for many companies that have been blind to this practice for a long time. However, simply asking isn’t enough. You need to take that feedback seriously and apply portions of what your customers suggest. Why? Because by asking, you show that you value their opinion, and by implementing changes, you show that you value their loyalty and are willing to adapt to fit their needs. 

Improving customer experience requires more than raw data analytics. You need to utilize the feedback they share with you to go the extra mile and make sure their experience with your brand will be better every time. Add to that, you’ll be able to pinpoint their purchase motives and apply the most effective persuasion techniques in your web design and content to appeal to their preferences, discovered through soliciting feedback. 

Reviews in the service of SEO

Publishing the feedback you receive in the form of reviews and testimonials means that you can add more relevant keywords into your website’s content. These organic keywords are powerful tools to fuel your SEO strategy, and they enable Google and other search engines to recognize the relevance of your business online and rank you accordingly. 

Asking for feedback doesn’t have to end with your website alone. You can invite and encourage your customers to leave their comments on other sites, including Google, Yelp, and the like – all of which will expand your online reach and contribute to your ranking. 


Whether you’re running a brand-new company or you’ve been in existence for decades – building trust is a never-ending pursuit. Your effort to ask for feedback and then implement your customers’ suggestions speaks volumes of your dedication to customer satisfaction and long-term customer retention. Feedback helps with everything, from building loyalty, to attracting new leads your way, so make time and get creative with your strategy, as asking the right questions can help you skyrocket your business over the years to come.

Business Reports

Is Maintaining Good Customer Service Difficult?

Good service is the key to success within any customer-facing business. Employees should strive to help in a clear and friendly way, to attract new customers and retain current clients. There are many ways in which you can imple...

Business welcomes Safeguard consultations

A comprehensive consultation process on the Safeguard Mechanism will be critical to achieving our targets and locking in a stronger economy, Business Council chief executive Jennifer Westacott said. “It’s time to move beyon...

Adyen advances in-person payments with the launch of in-house designed terminal range

Adyen (AMS: ADYEN), the global financial technology platform of choice for leading businesses, is pleased to announce the launch of its first in-house designed terminals. Innovated to facilitate diverse payment use cases, the ...

Water education is key to creating sustainable communities

Water has shaped the unique landscape and the culture of the Northern Territory for over 60,000 years and is just as important today. Water is at the centre of the Territory lifestyle. In remote communities, preserving water hel...

Influential oil company scenarios for combating climate change don't actually meet the Paris Agreement goals, our new analysis shows

BP, Shell and Equinor all produce widely used scenarios of energy's future.Christopher Furlong/Getty ImagesSeveral major oil companies, including BP and Shell, periodically publish scenarios forecasting the future of the energy se...

How to Improve Marketing Strategy Using Surveys

Every business owner knows how important marketing is. However, there are more than a few ways to go about forming your marketing strategies. Many marketers will disagree on what the best approach is. However, there is one thing...

Web Busters - Break into local search

WebBusters.com.au