Customer feedback is essential in todays business climate. Customers wish to feel like they have a say, that their voices are heard and that someone cares. Often it is hard to convey such on an online Internet form. So the way in which you approach this and how you handle your CRM is the key to winning customers who will influence their friends. We all know that happy customer refer their friends and often refer up. In other words they refer better customers then themselves. Often a simple way to allow customer to vent steam can head off bad mouthing at the local hair salon, golf course or soccer field. You should have a Customer Feedback section on your companies website where you can allow customers to log on and tell you what they like/dislike/needs improvement about the way you service them. Making it quick & easily accessible for your customers would help. This also adds more traffic to your website too! After they fill out the survey or complaint it should be emailed to the nearest outlet, team member, distributor, manager or franchisee of the store nearest them and kept on file at HQ. The main marketing thrust might also be to use this information in company newsletters or on the website with the customers permission for great, "Success Stories". Think on this in 2006. |
