If you’ve ever felt like something in your business isn’t quite clicking, you’re not alone. Whether sales have slowed, your offers no longer feel aligned, or you’re simply not attracting the right clients, it might be time to pivot. But how do you know which direction to go in?
One of the most valuable (and often overlooked) tools for guiding your next move is customer feedback. Listening to what your audience is saying, whether through testimonials, enquiries, reviews, or casual conversations, can reveal exactly where to adjust, refine, or completely shift your business.
Here’s how to use feedback to pivot with purpose and confidence.
1. Listen for Patterns, Not Just Praise
It’s always lovely to receive kind words from happy clients, but feedback is most powerful when you look for patterns, especially in the comments that reveal what your audience wants more of, less of, or finds confusing.
Are people constantly praising your customer service but struggling to navigate your booking process? Do they love your content but say they don’t fully understand your offer? These are goldmines for improvement.
Keep a running list of feedback, both positive and constructive, and look for recurring themes. This can help you spot gaps in your services, misalignment in your messaging, or new opportunities that are right in front of you.
2. Ask the Right Questions
If you’re not getting much feedback organically, don’t be afraid to ask for it. A short, focused survey after a service or purchase can provide amazing insight.
Here are a few helpful questions to ask:
What made you choose to work with me?
What did you love most about the experience?
What could have made it even better?
What were you unsure about before buying?
How would you describe the results you received?
These responses can guide everything from your offers to your website copy, helping you refine your business in a way that truly speaks to your audience.
3. Be Willing to Evolve
Sometimes feedback confirms what you already know: that it’s time to make a change. That might mean refining your services, repositioning your brand, or even narrowing down your niche to better serve the clients who truly value what you do.
Pivoting doesn’t mean you’ve failed; it means you’re evolving. And when your business reflects what your clients need (and what you’re great at delivering), things become easier, more aligned, and more successful.
Final Thoughts
Customer feedback is more than just a nice-to-have; it’s a compass for your business. When you listen, learn, and take action based on what your audience is telling you, you can pivot with purpose and build a brand that truly connects.
If you’re considering a business refresh, start by reviewing your feedback—it might just reveal the next right step.
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