What better way to know what’s working (and what’s not) than hearing directly from your customers? First-hand perspective on your company’s experience is your most valuable improvement tool.
Leverage social review sites like Yelp, Facebook or Angie’s List. Read and analyze these reviews. Determine the best way to fix, improve, or maintain your reviewers’ experiences. Each opinion noted is typically reflective of a larger portion of your overall customer base.
But don’t stop there!
It’s incredibly important to respond to your customers’ feedback so they know they’re being heard. This is especially important for negative reviews, but also true for positive ones.
Responding to negative reviews offers you an opportunity to address, and potentially save, a profitable customer. Let them know you’re appreciative of their feedback. Actively work to solve or improve the situation. Your personal attentiveness and action may impress the customer and contribute to new loyalty. Likewise, responding to positive reviews encourages people to spread the word even more!
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