How easy life would have been if you got to know about no
exams or no results after every year? You’d pass merely by attending the class.
No report card, no parent teacher conference and no area of opportunities
shared or feedback given to you. Won’t you feel like walking on a dark endless
road with nothing around?
How to tackle this? Read below. . . .
Many of us would know by now what I am talking about. Yes,
it’s really important for you to capture the feedback for the services you’re
providing to your customers. Every customer has a voice which demands to be heard.
Every thought and feedback must be acknowledged and analyzed in order to give a
better customer experience.
Today is the world of social media. It is way more easy for
a customer to appreciate or depreciate a company’s image. A mere post or rumor
can go viral and destroy the customer base which took years to build up and
also a great amount of investment.
How to tackle this? Read below. . . .
1- Contact Methods- Not all the companies
can afford contact centers, hence it is mandatory for them to design effective touchpoints
where the interaction can be easily done. Live chats, email support, forums and
contact forms are some common examples which should be regularly updated and
the customer’s are replied as fast as possible.
2- Vigilant mechanism for escalations-
Every company must have a team depending upon its size which is dedicated only
towards customer feedback and escalations. They should be able to provide satisfactory
and speedy resolutions. As more the customer waits, faster their faith withers
away.
3- Surveys- A survey must be well
designed and should have precise questions. In simple words it’s a report card
for the services and a customer has a full right to mark you down or rate you
10/10. NPS and CSAT forms are two examples of it.
Facebook’s CEO Mr. Mark Zuckerberg has presented the best
example of customer interaction. By commenting and replying to his website
users on his posts, he is able to deliver that satisfaction that someone is
listening to them
All the data and information collected from the above mentioned
ways are a great source to learn, improvise and flourish. As said by Mr. Bill Gates, “Your most unhappy
customers are your greatest source of learning”. Your focus shouldn’t just be
on resolving the problem that a customer faced but should rather be on not
letting it happen again.
So devise a way your customers feel easy to contact you.
Hear them, analyze their problems and feedback and treat them accordingly. Because
a happy customer is the best Business strategy!
