Getting and using customer feedback
In today’s competitive environment, negative feedback can be a killer to your reputation and your bottom line. So that begs the question – What are your customers saying and how are you using that information? Here at the Newberry Jonesville Chamber, we’ve come up with a few suggestions on how to implement a customer feedback system that is deliberate, honest, and useful. Check out these ideas on how you can incorporate a system into your business.
In today’s competitive environment, negative feedback can be a killer to your reputation and your bottom line. So that begs the question – What are your customers saying and how are you using that information? Here at the Newberry Jonesville Chamber, we’ve come up with a few suggestions on how to implement a customer feedback system that is deliberate, honest, and useful. Check out these ideas on how you can incorporate a system into your business.
Make feedback easy.
This cannot be overstated. If you make it difficult for people to give feedback, they simply won’t do it or worse they will be so frustrated by the process that it will color their original experience with your business. How can you make it easy on them? Start with how you interacted with your customer. Do you sell products online? Was the transaction over the phone? Do you have a brick and mortar operation? Start your request for feedback using the same method you completed your transaction.
Make it worthwhile.
We’ve all seen the ads and gift cards that can come from taking surveys, but few local businesses employ these same techniques. A 5% discount on their next purchase or a free cup of coffee for completing the feedback form goes a long way when done right. Another method for getting feedback from your local customers is to make the experience personal and meaningful. The ask could be something as simple as, “As a small business owner for the last 10 years, we’ve strived to make a positive impact on our local community. The best way to do that is by getting your honest feedback about what we do right and how we can improve so we can plan to celebrate another 10 years right here in Newberry/Jonesville/Gainesville/etc.”
Feedback that gives back.
Being part of the community means giving back. One way to maximize your donation is by giving to causes that your customers care about. Offering to donate $1 or a percentage of their purchase to a local charity can inspire more than just quality feedback and engagement with your customers, it can help keep customers for life.
Channel the power of social media.
Not sure where to start? Begin with your Facebook page for your business. Facebook allows for you to ask poll questions which is a great place to start. Ask meaningful questions but then follow up with responses once the poll period has closed. Let the people that took the time to cast a vote in your poll know what the outcome was and what you are planning on doing with that information. Don’t have a lot of followers? No problem. By now you are probably a part of several local Facebook groups that exist to support local business. Share your posts and poll questions in these groups to get additional exposure for your feedback poll.
Take the good with the bad.
Not every review will be good and some will be downright terrible. It’s tough not to take some of the reviews personal because after all, you have poured your heart and soul into your work. Just remember that every negative comment or review is an opportunity.
Leave us a comment about how your company conducts customer feedback. We’d love to hear from you!
