What to do with customer feedback to make your company amazing.
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.
How to retain clients and encourage 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.
Offering an incentive for customer feedback is tricky, but profitable.
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.
The pros and cons of social media to get customer opinions
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.
If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.
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?