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Edward Lubega Ntumwa

Consumer Feedback: A Necessary Key Driver of Sales in Business

posted onMay 9, 2024


By Edward Lubega Ntumwa

Understanding consumer behaviour is fundamental to every aspect of a business. From shaping product pallets to informing sales pitches to trade partners, consumer feedback is a compass that can be used to guide decisions.

As sales professionals, initial interactions usually involve probing into what consumers currently enjoy and why, seeking common ground with your product offerings. It's not enough to simply present your products; salespersons must seamlessly merge consumer interests with their offerings to ensure that they find what they're looking for within their portfolio.

An in-depth understanding of consumer behaviour is the cornerstone of a seamless approach to sales and distribution.  
Because businesses operate in a predominantly dynamic environment, it's crucial to prepare for the future while maintaining focus on the present.

Distribution channels where the brand enjoys strong visibility should be consolidated while simultaneously keeping an eye on emerging customer bases with disposable income.

Depending on the level of commercial activity in certain areas, residents may experience a rise in economic prosperity, leading to increased aspiration and purchasing power.
In light of this, salespersons must position themselves strategically to provide value that is in connection to the evolving interests of customers experiencing income growth.

By understanding and adapting to these shifting dynamics, sales professionals can effectively cater to the changing needs and desires of their expanding customer base. As a salesperson, it's important to address any loose ends to ensure that customer limitations stem solely from affordability rather than availability.

As a brand, it's sometimes essential to quickly adapt to emerging trends and align with consumer interests, particularly in terms of delivery methods. By staying tuned to where business trends are headed and understanding what captures your consumer's interest, you position yourself to meet them at the point of change in interests. This agility enables you to remain relevant and effectively engage with your audience amidst shifts in their interests and preferences.

In a market where customer preferences lean heavily towards the personalization of services, it is key to listen to what consumers have to say about your product offerings. How a brand responds to this feedback can significantly influence its ability to adapt to industry shocks or sudden changes. 

Therefore, it's crucial to listen to the customer without necessarily entirely altering the product to match their exact feedback. Instead, businesses should prioritize addressing shared interests over niche preferences. This demonstrates that the brand is actively listening to feedback in a manner that aligns with its broader goals.

For a brand, one of the key aspirations should be for your consumers to easily understand your brand since it fosters relatability. Once a brand becomes relatable, it creates a sense of loyalty. This loyalty has to be anchored on the quality of the services a business has to offer, the value a customer derives from its consumption and the convenience of access. When a brand builds relatability by delivering a quality service, it will earn the loyalty of its customers.

It is imperative, therefore, for brands to demonstrate consistency in their delivery methods to cultivate a loyal customer base who  become valuable allies that remain steadfast even amidst changing trends, showcasing their commitment to the brand by consistently purchasing and recommending its products.

The writer is the Head of sales at Multichoice Uganda

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