How would you feel if you expressed a complaint to a person and they walked away as if nothing had happened? That is exactly what companies are doing when they fail to act upon the feedback they receive.
Topics: customer feedback, customer retention, using customer feedback
Is the customer really always right? Of course not – wait, scratch that – our customers are always right. Okay, we admit, that would be impossible... almost as impossible as holding your clients to the fire when they neglect their role in your relationship.
Topics: customer feedback, customer retention
Most of us have been asked to take a customer feedback survey, but unless we’re blown away by a service, or angry as a badger, it’s unlikely we’ll justify taking the time to submit to the request. That’s where incentives come in – you scratch our back, we’ll scratch yours.
Topics: managed service providers, customer feedback, surveys
Social media is a popular way for companies to engage with customers one-on-one. Many companies use their social media platforms as a way to solicit feedback and learn what “fans” are thinking so they can address potential problems. On the flip side, more and more customers are choosing social media as the preferred method for reaching companies when they have an issue. In fact, a Conversocial study found that 43% of customers now expect social media channels to be integrated with other customer service channels.
Topics: Customer Service, customer feedback
No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?
Topics: crewhu features, managed service providers, Customer Service, customer feedback
