{"id":12894,"date":"2017-01-12T15:58:38","date_gmt":"2017-01-12T20:58:38","guid":{"rendered":"https:\/\/www.hostgator.com\/blog\/?p=12894"},"modified":"2017-01-13T14:26:46","modified_gmt":"2017-01-13T19:26:46","slug":"customer-feedback-new-business","status":"publish","type":"post","link":"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/","title":{"rendered":"Why Customer Feedback Is Crucial For Any New Business"},"content":{"rendered":"<h2><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-15827\" src=\"https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback.png\" alt=\"Customer Feedback\" width=\"1268\" height=\"707\" srcset=\"https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback.png 1268w, https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback-300x167.png 300w, https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback-768x428.png 768w, https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback-1024x571.png 1024w\" sizes=\"(max-width: 1268px) 100vw, 1268px\" \/><\/h2>\n<p><span style=\"font-weight: 400;\">We\u2019re at Step 7 of the <a href=\"https:\/\/www.hostgator.com\/blog\/start-new-home-based-business\/\"><strong>HostGator Home Business Guide<\/strong><\/a>, and today\u2019s post is about the fine art of listening to your prospective customers. Listening is a tried-and-true technique for success. Business guru Richard Branson,\u00a0who is a big fan of <\/span><a href=\"https:\/\/www.virgin.com\/entrepreneur\/richard-branson-why-you-should-listen-to-your-customers\" target=\"_blank\"><span style=\"font-weight: 400;\">careful listening to customers<\/span><\/a><span style=\"font-weight: 400;\">, advises, 'You can never have enough feedback.'\u009d Listening is important even before you launch your first product or start promoting your business, because customers will tell you what they want and how they want it.<\/span><\/p>\n<ul>\n<li>\n<h4><span style=\"color: #cc6631;\"><a style=\"color: #cc6631;\" href=\"https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2016\/12\/HostGator-Ebook-Guide-To-Launching-Your-Home-Business.pdf\"><strong>Get the FREE eBook: Launch Your New Home Business!<\/strong><\/a><\/span><\/h4>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>What are you listening for?<\/h2>\n<p><span style=\"font-weight: 400;\">The first thing to listen for is demand. Let\u2019s say you\u2019re a baker and you know that gluten-free products are popular and sell for more than traditional baked goods. Before you roll out (thank you!) a gluten-free product line, listen to gluten-free shoppers in your area. Do they want sandwich loaves a couple of times a week, or are they more interested in the occasional birthday cake? Is there enough demand to sustain your business locally?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Next, listen for what potential customers are willing to pay. If they\u2019re not talking about it, you can ask. You may find that prospective buyers aren\u2019t willing to pay a sustainable price for your offerings, or you may find that your planned prices are too low and you can raise them to grow your business without losing customers.<\/span><\/p>\n<p>[bctt tweet=&#8221;&#8216;You can never have enough feedback.&#8217; &#8211; business guru Richard Branson #entrepreneurship #quotes&#8221; username=&#8221;hostgator&#8221;]<\/p>\n<p>&nbsp;<\/p>\n<h2>Listen to your ideal customers<\/h2>\n<p><span style=\"font-weight: 400;\">Listen to people who match your <a href=\"https:\/\/www.hostgator.com\/blog\/2014\/03\/10\/ultimate-guide-building-using-personas\/\">customer personas<\/a> when you\u2019re making business decisions. Your friends and relatives may be supportive but unless they\u2019re in your target market, their input may not be helpful. I\u2019ve seen small business owners underprice their services because they listened to their peers-often other cash-strapped new business owners-instead of their target market of high-income households or medium to large businesses. What might seem overpriced to your uncle might be a worthwhile expense to your ideal customer, although they\u2019ll probably buy it at your lower rate, too. You just won\u2019t earn as much profit for your efforts.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Where to listen to your customers<\/h2>\n<p><span style=\"font-weight: 400;\">If you already know people in your target market, ask if you can pick their brains. In Step 6 we talked about <a href=\"https:\/\/www.hostgator.com\/blog\/marketing-tools-new-business\/\">finding the social networks<\/a> where your customer personas spend time, and now it\u2019s time to listen to their social media conversations. There are many <\/span><a href=\"http:\/\/www.pcmag.com\/roundup\/342728\/the-best-social-listening-and-influencer-identification-tool\" target=\"_blank\"><span style=\"font-weight: 400;\">social listening tech tools<\/span><\/a><span style=\"font-weight: 400;\"> to help businesses automate and refine their social listening programs, but for most solopreneurs and brand-new businesses, the most cost- and time-effective <\/span><a href=\"https:\/\/www.hostgator.com\/blog\/2014\/01\/08\/build-online-engagement-engine\/\"><span style=\"font-weight: 400;\">social listening method<\/span><\/a><span style=\"font-weight: 400;\"> is to do it yourself.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Are there blogs your ideal customers follow? You can follow them, too, and pay attention to the comments. Join in if you have questions or ideas to bounce off commenters, but avoid thread hijacking and self-promotion. Remember that social media is more than just Facebook and Twitter. Your target customers may be following makeup-tutorial channels on YouTube or joining computer-industry discussion groups on LinkedIn. They may review hotels on travel sites or bakeries on Yelp. In fact, reviews of businesses similar to yours, even if they\u2019re not direct competitors, can help you see what customers want from a business like yours. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Give potential and existing customers many ways to talk directly with you, too. Make your phone number and email address easy to find on your website and social media channels, and if your business website includes a blog be sure to respond to comments regularly. Follow up with people, thank them for taking the time to share their opinions with you, and make the most of what they say.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>How to really listen to your customers<\/h2>\n<p><span style=\"font-weight: 400;\">To get the most value from listening to your customers, get familiar with <\/span><b>active listening<\/b><span style=\"font-weight: 400;\"> and start learning to spot and avoid <\/span><b>confirmation bias<\/b><span style=\"font-weight: 400;\">. <\/span><\/p>\n<p><a href=\"https:\/\/www.psychologytoday.com\/blog\/science-choice\/201504\/what-is-confirmation-bias\" target=\"_blank\"><span style=\"font-weight: 400;\">Confirmation bias<\/span><\/a><span style=\"font-weight: 400;\"> is how psychologists describe the human tendency to place more value on information that supports our assumptions and give less credit to information that contradicts them. Confirmation bias can prevent you from really hearing your customers and can lead to bad decision-making in other areas of your business, too. All of us have this quirk, and even business titans like <\/span><a href=\"http:\/\/www.forbes.com\/sites\/rogerdooley\/2013\/05\/07\/buffett-confirmation-bias\/#242d16e63a83\" target=\"_blank\"><span style=\"font-weight: 400;\">Warren Buffett<\/span><\/a><span style=\"font-weight: 400;\"> have to work against it by consciously seeking out, and really listening to, viewpoints and opinions that don\u2019t match theirs. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">What does it look like when this bias plays out? Here\u2019s an example. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">A retreat organizer loves everything about his venue-the food, the d\u00c3\u00a9cor, the setting-because it reminds him of where his family took vacations when he was a kid. When retreat clients give positive feedback, it confirms his feelings for the place. When guests bring up problems, he\u2019s likely to dismiss their complaints as minor or baseless because he\u2019s biased toward seeing the retreat location in a very positive light. Both types of customer feedback could help him improve his business, but he\u2019s only really listening to the positives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Knowing that confirmation bias exists can help you combat it and make better decisions. Another bias-buster is <\/span><a href=\"http:\/\/www.colorado.edu\/conflict\/peace\/treatment\/activel.htm\" target=\"_blank\"><span style=\"font-weight: 400;\">active listening<\/span><\/a><span style=\"font-weight: 400;\">. It\u2019s used by everyone from couples\u2019 counselors to customer service trainers, and you can use it, too. These are the steps:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Listen to your customers without interrupting and without forming a response in your head while they\u2019re talking (or while you\u2019re reading their email). <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Respond by outlining what you heard them say in neutral terms or in ways that reflect the customers\u2019 feelings. You don\u2019t have to agree or disagree right now. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Listen to any additional feedback from the customers and make sure you understand what they\u2019re really saying. It\u2019s a good idea to thank them for their input, too.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Active listening takes some reactivity and bias out of the conversation so you can use your customers\u2019 input more effectively. It can also <\/span><a href=\"https:\/\/www.hostgator.com\/blog\/2015\/07\/30\/small-business-tips-for-improving-customer-loyalty\/\"><span style=\"font-weight: 400;\">help you build customer loyalty<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>When should you listen to your ideal customers?<\/h2>\n<p><span style=\"font-weight: 400;\">Always. Remember, you can never have enough feedback.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What are we going to do with everything you learn from listening to your prospective customers? The next step is to develop or refine your MVP. That\u2019s the <\/span><a href=\"https:\/\/www.hostgator.com\/blog\/build-minimum-viable-product\/\">minimum viable product<\/a><span style=\"font-weight: 400;\"> that you\u2019ll debut and then update over time, based on (you guessed it) listening to your customers. We\u2019ll go into detail about your MVP in the next post for HostGator Home Business Guide.<\/span><\/p>\n<h4 style=\"text-align: center;\"><span style=\"color: #cc6631;\"><a style=\"color: #cc6631;\" href=\"https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2016\/12\/HostGator-Ebook-Guide-To-Launching-Your-Home-Business.pdf\"><strong>Ready to get started? Download our\u00a0FREE eBook: Launch Your New Home Business!<\/strong><\/a><\/span><\/h4>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019re at Step 7 of the HostGator Home Business Guide, and today\u2019s post is about the fine art of listening&#8230;<\/p>\n","protected":false},"author":162,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[98],"tags":[],"class_list":["post-12894","post","type-post","status-publish","format-standard","hentry","category-startup-small-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.2 (Yoast SEO v23.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Customer Feedback Is Crucial For Any New Business - HostGator<\/title>\n<meta name=\"description\" content=\"Listening to customer feedback is important whenever you start a new business, because your consumers will tell you what they want and how they want it.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Customer Feedback Is Crucial For Any New Business\" \/>\n<meta property=\"og:description\" content=\"Listening to customer feedback is important whenever you start a new business, because your consumers will tell you what they want and how they want it.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/\" \/>\n<meta property=\"og:site_name\" content=\"HostGator\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/HostGator\" \/>\n<meta property=\"article:published_time\" content=\"2017-01-12T20:58:38+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-01-13T19:26:46+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback.png\" \/>\n<meta name=\"author\" content=\"Casey Kelly-Barton\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@HostGator\" \/>\n<meta name=\"twitter:site\" content=\"@HostGator\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Casey Kelly-Barton\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/\"},\"author\":{\"name\":\"Casey Kelly-Barton\",\"@id\":\"https:\/\/www.hostgator.com\/blog\/#\/schema\/person\/4c68d74801037eb3f313d8a456d6506a\"},\"headline\":\"Why Customer Feedback Is Crucial For Any New Business\",\"datePublished\":\"2017-01-12T20:58:38+00:00\",\"dateModified\":\"2017-01-13T19:26:46+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/\"},\"wordCount\":1105,\"commentCount\":2,\"publisher\":{\"@id\":\"https:\/\/www.hostgator.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.hostgator.com\/blog\/customer-feedback-new-business\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.hostgator.com\/blog\/wp-content\/uploads\/2017\/01\/Customer-Feedback.png\",\"articleSection\":[\"Startup &amp; 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