An important thing that many companies miss?

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?

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!