If you truly want to know what your customers are thinking---what they like and what they don’t about your product or service—then you had better really listen to and act upon their feedback.
Too many companies over-analyze the feedback, ignore it, or never direct it to those who could make the necessary improvements.
Make sure that your customer service strategy includes the following 3 best practices:
- 1. Do not obscure customer feedback in numbers or charts. The more specific and timely you can be in reporting feedback, the more likely you are to be able to provide customer satisfaction.
- 2. Pass it on. Make sure the feedback gets to someone who cares and can do something about it.
- 3. Let customers speak in their own words. Anonymous surveys become too general and do not allow the specific concerns of the customer. Forget the predetermined list and let your customers address only the issues that bother them.
Learn more at: http://www.lsaglobal.com/customer-service-strategy/
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