Hey! You’ve got some reviews from your customers to read, open them now!
The biggest problem with customer feedbacks is that businesses today don’t understand their real importance yet. Many local stores and restaurants, and even many big organizations collect feedback from their customers. But, due to laziness or ignorance, they don’t even bother to open their files again. They don’t just know what they are missing on by doing that.
Customer feedbacks are more than just some pats on the back or some issues that you need to address. You can very conveniently put up your organization on the path of continuous innovation and growth if you understand the value that a customer feedback brings. Customer complaints are a solid form of product development research that just came in for free. So, they’re actually an opportunity to learn and improve your products or services.
Now that you’ve understood the major problem with the handling of customer feedback, let’s dive in for some suggestions that you could use to fix that.
Use a proper feedback management tool
A proper feedback management tool is very crucial when it comes to handling user complaints and suggestions. Many companies who understand the value of customer feedbacks have already incorporated well-reputed feedback management tools like ours. TrustedExpert’s advanced feedback management system helps its clients in managing and reacting to customer reviews in a very precise manner. Not only in that but also in driving more traffic to their websites using our partnership with Google. Our tool provides a super simple solution to professional service providers for their feedback management problems. It does that by enabling easy collection, management, and marketing of feedback from their customers.
Identify the root cause
Once a complaint has entered the system, you should not just think about providing an instant solution to the problem. Instead, you should be focussing on the root problem that caused your customer’s despair in the first place. Once the problem is found, make corrections in your system. For example – you run a shoe business and one of your customers ordered a pair from you. After a few days, you suddenly receive a complaint from him that he received a defected piece. Now, a mainstream approach for a solution to this problem would be, to send a new and functional pair free of cost and be done with it. However, if you do that, you won’t ever know what caused that defected shoe to reach your customer in the first place.
A sensible reaction to this feedback would be to have a chat with your customer, where you would politely apologize for your mistake with a promise to not let this happen again and then you replace their shoe for free. The story doesn’t end here, now you would run an inquiry to find the root cause of the problem in your system, which once found should be rectified immediately, so that it may never happen again.
The bottom line is, businesses of today must understand the importance of customer feedback. Also, they need to use a proper feedback management system to examine each customer complaint or query with due attention. Besides, they must aim for creating long-term solutions instead of providing instant fixes to their customer’s problems. All this would definitely increase their reputation in the market.