Did you know that a study conducted by Rapide found out that 43% of all customers believe that companies are not interested in their opinion and therefore don’t bother leaving feedback? It is crucial for the long-term success of any company to make their customers feel heard and valued! Read below what are the other best customer feedback practices in 2019:
1.List your objectives
To start with, it is crucial to know what you want to achieve by collecting customer reviews. Therefore, list down your objectives, so that you can focus better on what methods of collection to use and which customers to target.
2. Be customer-centred
Customer Feedback Management shouldn’t just be a department in your company, it should be part of your company culture. If every employee is customer-centred, this will radiate towards the outside world as well. This way, your customers will feel cared for and will come back to you again and again!
3. Centralize your customer feedback management system
It is important to collect all the feedback you receive (surveys, social media, on your website, etc.) in one place so that you can manage it better. Using a customer feedback management tool can be extremely helpful in this respect. It will also give you the possibility to respond to the feedback directly. Moreover, you can use the tool to create analysis reports and to track your customer satisfaction rates over time.
4. Be active on all channels
Even if you are not a fan of social media, your customers are! Therefore, be active on all social media channels, so that your customers can contact you directly if they are experiencing an issue. Moreover, your customers can leave you reviews on social media, where potential customers can read them. Those reviews act as “a social proof” that your company is reliable and trustworthy. Read here to find out more about social media reviews!
5. Encourage customer feedback
Giving you customer feedback should be simple and effortless. Therefore, encourage your customers to leave you feedback by sending them personalized surveys after they have visited your store or used your product.
Psst… have a look here to find out how often you should be sending surveys to your customers!
By following these simple customer feedback principles, you can take your customer success to a new level in 2019!