Normally the analogy of harnessing the best of customer feedback lies on three constituents. Them being:
- Collecting feedback from the relevant online sources
- Investigating that feedback for the further processes
- Devising a conclusion and establishing an actionable plan
However, the whole crux of the discussed story is how to convert a potential lead into a loyal customer. Moreover, this theory is applicable in both online and offline sales.
In this blog, we are going to disclose the six actions that you need to perform after collecting a handful of useful customer reviews. These will sequentially aid you in clinching successful deals and grasping profitable orders via effectively solving customer issues.
So, let’s not waste time and get going with this informative blog.
1. Make clear objectives
Making explicit objectives is the key to run a thriving business. For this, it is crucial to be aware of the resources and skill set that your company adheres. Also, the needs of customers should also be fairly noted. Once clarifying your objectives, you will be in a strong position to define your further action plan.
Moreover, while analyzing the customer feedback and devising objectives, be clear about the scope as well. For example, customer feedback might imply that your product is too expensive and if you address it right away, you might earn little or no profit. Before acting on what your customers say, do see the bigger picture. Probe the profitability and the relevancy of the customer segment giving the feedbacks.
2. Ascertain the resources you need and the stakeholders involved
After analyzing the problem, it’s time to identify the right department to solve the prevailing issue. Don’t involve departments/teams who have no connection with the subject. It will save time, money and resources.
For example, if the customers are facing a problem while setting search filters for the product lists on your website, only the development team needs to be involved. On the other hand, if the customers are concerned about your product pricing, it’s a call for your sales team.
3. Determine the actions you need to take internally and externally
Usually, the collected customer reviews lead to two types of insight actions, internal and external. By internal operations, we intend fixing internal matters, like hiring the right person for the right job, coordination between various teams, etc. By external actions, we anticipate fixing the external issues that can be related to sales, customers, marketing, etc.
However, you must understand the fact that both these actions will go hand in hand. Your external insights will act like a fueling agent that will further guide your internal teams to plan and administer accordingly.
4. Keep everyone on the loop with the progression
Customers are very hasty when it comes to online channels, they want quick fixes to their problems. Moreover, this thing can cause a problem for you while managing their expectations for the resolution. So, your customer support and social media support teams must be smart enough to handle them.
More so, you must never give a cold shoulder to your customers when they bring their problems to you. There’s nothing as harmful as that for a business. It is advisable to show your aggrieved customers that you care about them and you are working on a resolution. Keeping healthy engagements with your customers is the key here.
5. Send out a final intimation for the resolved issue
This one goes without saying!
You must never miss this step in your customer feedback loop. Once the issue your teams were working on has been resolved, the awaiting customers must be informed immediately. Not only it will show your customers that you cared about them, but also that you are efficient in your processes.
But remember, if you forget to inform your customers that the issue has been resolved, they may never know it. And guess what? All your time, efforts and money could go in vain because they won’t show any empathy while taking their business somewhere else.
In addition to that, don’t forget to inform the other stakeholding teams of your product/service – just to keep everyone on the same page.
6. Always follow-up your resolutions
While putting up resources towards improving your customer experience, you also need to take regular follow-ups. You need to make sure that the actions that are being taken must align properly with your overall objectives.
It will be a good practice to take further feedback, from the customers, on the resolutions made. That is so because it will tell you if you were successful at gaining the desired benefits or not. Another good practice would be to take internal follow-ups from your teams. This will provide you with an additional understanding by allowing you to apprehend the potential of your company’s process efficiency.
With that said, closing the customer feedback loop is very important for every business. Otherwise, there’s no point of collecting feedback in the first place. Furthermore, you must always take care of the keenness of your processes and the integrity of your teams.
Also, give our recent blog a look if you want to know “What Makes a Customer Success Plan Great?“.