The Latest: The Importance of Customer Feedback
Customer feedback can be a powerful way to shape your business around what customers like and dislike about your products and services. But unless you regularly receive unsolicited feedback, you must ask for it. You may receive surprising information about what is working and what isn't that will let you maximize your customer service.
Request feedback at timely points of interaction with the customer. Send an email shortly after their order should have arrived to ask if everything was what they expected. If there's no email option, send along a card asking for feedback with their order, or include a link on their receipt. If you send out a newsletter, include a link at the end of it asking how you can improve, for instance. Provide various ways for customers to provide feedback, either online, email, phone, or in-person. The easier it is for your customers to give feedback, the more likely they will be to give it. It's also nice to offer some sort of incentive, such as a code for a discount on their next order.
Publish your reviews on your website, on a testimonials page or a rotating field that changes when the page reloads. Let your customers know that you value the feedback enough to make changes if they identify something that could be improved. Your customers--and their feedback--is one of your most valuable business assets.
In fact, since we're on the subject, we'd love to hear your feedback on us!
Request feedback at timely points of interaction with the customer. Send an email shortly after their order should have arrived to ask if everything was what they expected. If there's no email option, send along a card asking for feedback with their order, or include a link on their receipt. If you send out a newsletter, include a link at the end of it asking how you can improve, for instance. Provide various ways for customers to provide feedback, either online, email, phone, or in-person. The easier it is for your customers to give feedback, the more likely they will be to give it. It's also nice to offer some sort of incentive, such as a code for a discount on their next order.
Publish your reviews on your website, on a testimonials page or a rotating field that changes when the page reloads. Let your customers know that you value the feedback enough to make changes if they identify something that could be improved. Your customers--and their feedback--is one of your most valuable business assets.
In fact, since we're on the subject, we'd love to hear your feedback on us!
