A customer feedback program can be extremely successful in increasing your brand awareness and improving your reputation. However, if not implemented correctly, it can completely sabotage your efforts. We have collected 5 ways you can completely sabotage your customer feedback and what to do instead:
1. Never responding to customer feedback
One of the worst ways to sabotage your customer feedback program is to never respond to reviews. If you never do, then you show your customers that you don’t even read or care about what they have to say about your company. This might lead to your customers feeling disengaged to your brand and switching to a competitor. Read more about responding to customer reviews here.
2. Sending standard responses
Another way to sabotage your efforts is to reply to customer feedback but with a standard message. Even though this is better than no response, it again demonstrates that you can’t be bothered to make the effort to manage your customer reviews. It shows that you don’t prioritize your customers and their needs and wants.
3. Not offering solutions
Thirdly, not offering solutions to your customers’ negative experiences is another sure way to sabotage your customer feedback program. Therefore, focus on providing your customers with effective solutions to their problems. Don’t forget to apologize for the inconvenience you have caused them and make sure not to repeat the same mistake with other customers.
4. Not responding fast enough
Not responding fast enough to your customer feedback can be problematic as well. Customers nowadays expect a speedy answer and if they don’t receive one, they are likely to complain to their friends about it, or worse: on social media. Which brings us to the next point:
5. Not collecting customer feedback on social media
Not collecting customer feedback is a sure way to sabotage your efforts concerning your customer reviews. Social media is a massive platform for people to share their opinions on various topics, including your company and products and their experiences with both. So make sure to use social listening tools and respond to any posts or comments about your company.
In conclusion, avoid sabotaging your customer feedback efforts by avoiding these 5 mistakes! Follow our blog for more useful tips about customer reviews!