Understanding your customers and positioning your business to respond to their needs is an essential part of business, and for chemical manufacturers who are often customising orders and creating specific solutions, being able to forecast and improve on processes can be enormously beneficial. In this article we are going to look at the importance of collecting feedback in the chemical manufacturing industry, 5 simple ways to collect feedback with technology, and what you should be doing with this feedback to improve your business.
Due to the highly specialised nature of the chemical manufacturing industry, feedback from clients and customers is crucial for a number of different reasons such as:
Customer feedback is incredibly valuable for directing the growth and demographic targeting for the business, and it can also help to improve overall business performance by identifying early issues, enhancing efficiency when it comes to streamlining specific areas, and positioning the company in the market to attract new custom.
With enhanced efficiency also comes less errors, a reduction in costs associated with rework, recalls, and customer complaints, and potentially lower marketing costs if consumers are creating User Generated Content (UGC) which can be shared as social proof and original content.
TEB supports chemical manufacturing businesses with powerful CRM designed to work at the heart of your business and integrate futuristic AI, strategic automation, and the mobile tools you need to boost your sales and take your customer support to the next level.
As an industry, chemical manufacturing companies have many ways to connect with potential customers but have to take care that the content is appropriate, ethical, and aligns with customer values. Communications, regardless of the method or technology used to send them, need to be relevant and accessible both for new customers and existing clients that you have built long term relationships with.
In order to reach your customers, there are many different ways to connect, but five of the most popular, and easy to harness are:
This simple method of directly asking for feedback can be customised for specific needs and highlight actionable insights to help with business evaluation and redirection.
Feedback can be generalised, or it can be highly personalised on a granular level, right down to the actions of individual team members.
There are a huge number of social media users across the world, and many businesses as well as individuals make use of the different platforms.
Collating data from social media could come in the form of polls and direct questions, but it can also come from evaluating comments and responses to posts, reviewing content from competitors, and checking sentiment.
A direct and highly personalised form of communication, email can give you plenty of feedback and information to work with, even if the customer does not open the message.
Reviewing the data from your campaigns can tell you what people are opening and interested in, how often they are clicking through to your other content, and what news or value based content is attracting their attention.
Not just useful for CX, reviewing the records of live chat will give you a real-time overview of specific client needs, desires, and what you should be addressing.
Looking at aggregate data can also show you what Frequently Asked Questions (FAQs) are occurring, and which demographics are responding to specific actions.
Simple and effect, having online surveys can allow you to specifically ask targeted questions or look at ranking items or actions, allowing you to gain a general overview of how you are performing, what people are thinking, and how your brand is being perceived.
All of these methods do have their pros and cons, and it is worth pointing out that all customer feedback has to be taken with a grain of salt, especially if it is coming from someone who has recently had a negative experience or is not a genuine customer.
In order to make the most of your data, you need to have a streamlined and robust feedback strategy and data-driven insight plan, along with Key Performance Indicators (KPIs) and metrics for monitoring.
Hear from our head of marketing on the importance of feedback collection:
"We see many chemcial manufacturer clients take a huge interest with TEBs feedback collection features, because of how crucial it is to collect feedback in this industry. Not only is it crucial for product development, companies are also using it to understand how doctors and hospitals are using the current medicines that they have released to the market." - Alex Athinodorou, Head Of Marketing
Gathering the data on your chemical manufacturing company can be quick and simple if you have the right digital tools and support in place, but once you have it – what do you do with it?
Depending on your goals and needs, there are so many different ways you can turn this valuable data into the potential for business growth and a competitive advantage, such as using it for:
The more data you have, with usable and relatable KPIs and metrics, the more you can do, and the better positioned you will be to make the most of your customers wants and needs.
Chemical manufacturing companies can benefit from TEB’s feedback collection capabilities, simple yet powerful interface, third-party integrations, and powerful automation and AI support in order to make the most of customer feedback.
When you bring TEB into your business, you can also expect:
Book a demo with TEB today and discover how our forms and advanced functionality can take your customer data and let you look deep at the reactions you are getting, and where the best conversion opportunities for your business lay.
