Top-Four-Factors-in-Customer-Feedback

Supporting your customers is an imperative part of building the perfect business. To do this, you have to know what is going on inside the customer’s head. What do they like? What do they need? The only person who can answer this, is the customer. To get to that information, you’ll need to use finesse, smarts, and above all, honest interest. Here are the top four factors to consider when collecting feedback from your customers.

#1: What’s in it for them? Customers often feel hassled by the request for feedback from the companies they frequent. As a part of your job, it is important that you identify what holds value to your customers, and make sure that a feedback interaction offers them such a value, on an instantaneous basis. A customer’s time is as good as money, on both sides of the line.

#2: What’s convenient for them? Most customers are unwilling to communicate unless the method suits them. This means you should offer multiple ways to be reached, which can include social media, phone, e-mail, surveys, forums, reviews, or more. It’s a good plan to test out everything inside of your budget, before focusing in on what the customers seem to respond to most frequently for a more fine-tuned approach.

#3: How are they feeling during every step of the process? Feedback doesn’t just come at the end, contrary to popular belief. Every customer has different interactions and impressions based on the point at which they stand with their customer service situation, and that may change as frequently as their communication progresses. Allowing your customers the ability to provide feedback at multiple points along the way will give you an overall feeling of how the process is working. This means it’s also important to get all your employees involved with procuring feedback, not just the closers or solvers.

#4: Get an outside perspective. Find out what your competitors are doing in their field, too. Keeping on the cutting edge of this facet of customer service can change the game for you and your company, so it pays to do your research. Checking out the strategies of the competition can help you uncover your own opportunities for improvement!

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This post was written by Hallie Dunn

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