voice-of-the-customer

From the inside perspective, you company can look flawless. But when you know every in and every out of the product design, you don’t have any reason to improve. To ensure the longevity of your company, improvement is a must. So who do you ask to figure out what works, and what doesn’t? The real experts are the customers. You spend most of the beginning of your customer-company relationship doing the talking – you explain what the product does, why it’s the best one out there, how to use it, and what makes it different. Successful communication is always a two way street, so the next step is hearing what the customer has to say. To do this, it’s imperative that you give customers the right platform and the proper attention.

Open up as many outlets as possible for intaking customer feedback. When a customer wants to speak, it’s rare that he or she will have the patience to wait for a customer feedback survey. Usually the truth about a person’s experience will come out in organic online scenarios – Twitter, Facebook, blogging sites, and other online hangouts are frequently lucrative places to begin your listening process. But the big one is to learn to listen when a customer has already gotten in touch. Customer service representatives are privy to an enormous wealth of customer honesty. By ensuring that your CSR’s are prepared with a plan to process and record any customer feedback they receive, you will be able to glean immense amounts of useful information from your customers, every day.
Another tip to keep in mind is that you should never say never. In a company setting, many times the customer requests can seem far-fetched or impossible. But if they can dream it, you can do it. The company that delivers, thrives.

Everyone has an opinion. Your customers’ opinions just happens to be the most useful one around. Have a listen!

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This post was written by Hallie Dunn

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