We know you love your customers and the feedback they provide you with. But how well do you manage your customer feedback when you get it?
Managing customer feedback is essential for any business that wants to be successful.
Customers are the lifeblood of your business, and their thoughts, opinions, and concerns will not only help them but also improve your business. In fact, proper management of customer feedback provides many benefits, including:
- Improve your products and service: Customer feedback can help you to make valuable changes to your products and service that will make them more efficient, effective, and customer friendly.
- Improve your customer relationships: Allowing customers to provide feedback and make them feel that their opinions or thoughts are important, makes them feel valued and builds important customer relationships that will encourage them to purchase again.
- Helps with new product development: Need some feedback for a new product before it’s launched? Customer feedback can be a great starting point when developing your new product
However, the simple act of collecting customer feedback isn’t enough to provide these benefits. In fact, the chances are that if you aren’t managing your customer feedback effectively, you may actually be wasting precious resources without receiving a good return on your investment.
So how do you manage your customer feedback? Here are 7 best practices to get the most out of your customer feedback:
1. Take action on customer feedback
What happens to the feedback after it’s received? It is important to streamline your data so that you or your agents can take action on the feedback receive it and take the appropriate action.
2. Create clear, well-defined objectives
Before you receive customer feedback, you have to decide how to create feedback methods (e.g. surveys, customer support email inbox, live chat), decide how that feedback will be used and what channels it will go through when it’s received.
3. Create a centralized data system
Even if you have multiple forms of collecting feedback, you should ensure that this feedback is sent to one centralized area or database, which will make immediate action and analysis much easier.
4. Establish a VOC Program
Your company should have a Voice of the Customer (VOC) program, which describes your customer’s feedback about their experiences and expectations for your products. A VOC program will allow for two-way communication between you and your customers and helps you to resolve their problems faster and more efficiently.
5. Personalize feedback acknowledgements
Always acknowledge feedback and thank those giving it in a personal manner. Simply by adding a personal spin like thanking the customer by name helps to establish and strengthen the relationship between you and your customer.
6. Offer multiple feedback channels
By offering multiple channels for customers to provide feedback, you can ensure that you receive balanced and accurate feedback. This is necessary because different demographics may have significant differences in their preferential feedback methods. By having multiple feedback channels, you can ensure that you offer a better customer service experience.
7. Encourage customer feedback
Customers need to be encouraged to provide feedback. Some of the ways to do so include:
a. Making feedback forms short/easy to complete
b. Offer incentives
c. Ensure that customer support is easy to reach
It’s a well-known fact amongst customer support professionals that a solid and easy-to-use customer support system is the only way to improve a business’ ability to receive and respond to customer feedback, save sales revenues, and retain customers. With a solution like HappyFox, you can really take advantage of achieving all three quickly!
Do you have any other principles that have helped you manage customer feedback? Share it with us in the comments section below.