Here is your Daily Dose of Amazing Service:
Remember and share customer feedback
And here are some additional thoughts on this topic…
Most companies (not all, sadly) have policies and procedures to handle customer feedback. But very few do a good job keeping track of feedback from customers and then doing something useful with it.
Like any information, customer feedback has no value if it’s ignored. I don’t mean you do everything every customer suggests. But it all needs to be looked at. And for best results, it should be shared with all team members. The more people who see it, the more impact it will have. It’s one of the most valuable learning tools any company has.
How does your company store customer feedback? And who sees it? If it’s not seen on a regular basis by the people who deliver the service (customer facing employees) then something needs to change.
Other articles you might like:
- Hire smart to start
- Five Ways to Improve Customer Service Starting Today
- Encourage feedback from your customers
- This Tip Can Improve Your Customer Service Immediately
- Gallery Furniture Succeeds with Customer Service
The most critical element is to close the loop with the customer if only to say, thanks we got the feedback. Without that basic courtesy, consumers will drift and ultimately only leave feedback on their terms – this is already happening of course with social media.
As a next step the company should either 1:1 (direct) or 1:many (website) communicate what they heard and then what they plan to do about it. I blogged on this subject a little while back http://customerintimacyblog.wordpress.com/2009/07/09/surveys-%E2%80%93-what%E2%80%99s-the-point/
Regards, Neil
Hi Neil – good to hear from you again!. I agree with you. If customers never get feedback about their feedback they’ll be more likely to stop giving feedback. Thanks for writing!