Any bad or nonexistent customer service is proven to cost more than sustainable customer experience management practices. After any bad experience with a company, 22 percent of consumers decrease their spending, while 19 percent completely stop doing business with a company. Data has shown that 11 percent of large companies have very strong customer experience programs and they act as to why their brands are leading. One of the sure ways companies can get it right when it comes to strengthening their brands is to ensure they have a good customer feedback program. Some
To succeed in business, you need to make customer feedback part of your companies culture. Here are some sure steps on how to go about it.
Don’t hide or delete customer comments
No matter how great the temptation might be, you mustn’t delete or hide negative customer feedback on the web and across social media platforms. You need to acknowledge constructive feedback is the first step towards building a transparent and customer-centric culture at places of work. If negative feedback is left online or in public, always ensure its fully addresses and apologize appropriately. Negative feedback is an essential part of any business growth, and you should take the same positive and improve.
Share and analyze customer feedback regularly
You need to share and analyze customer feedback on a regular and frequent basis. Do not wait until your company’s annual board meeting to discuss customer problems that occur. Ensure you make customer-centric discussions part of your company culture and that means you can address issues faster than the next problem occurs. If you can address customer feedback immediately, it sets the bar high for your customers, and this helps in building your reputation. Try to ask for feedback from customers as often as possible so that you get a good understanding of the challenges they are facing.
Align customer support and sales
In most cases, customer support and sales don’t talk to each other. However, it is very important to ensure these two departments collaborate, to ensure business success. When your largest customer-facing teams work together and closely, your customers get more value from your products and your sales team can create more effective sales processes. Aligning customer support and sales will help you get happier customers, lead to higher retention rates as well as higher revenues. Happy customers are a very valuable asset for your business and become very good at marketing your products and services through word of mouth.
Learn and Improve
From customer feedback you collect, you need to find mistakes and teach people how to perform better. It can be easy to blame one customer service rep for a negative customer outcome, but you should not do that. Instead, you need to work on finding out what went wrong and working on how to fix the problem. If one person is making a mistake, there is a likelihood others are making the same mistakes as well. Open discussions will help to ensure issues are well addressed and mistakes eliminated.