Category: Customer Feedback

 

Back in the day, customers had limited methods to engage with your business – visiting your location, calling or emailing with questions and concerns, or your website. Today there are a myriad of ways for consumers to engage, and businesses need to react to consumer demands.

 

The customer experience has changed dramatically – they want more immediate responses, on their own terms. If you’re not using a variety of methods to engage and gain insight from your consumers, you  may be missing the boat. Successful companies realize that they need to engage with consumers using the technology that they are most comfortable with.

 

The Customer Engagement Console is one way to enhance your feedback programs and engagement levels. This tablet based console can be placed in high traffic areas to encourage customer engagement.

 

We have recently released a video series highlighting the Customer Engagement Console program – each video highlights another use for the program and gives you insight into how this can benefit your company.

 

We invite you to view the first installment, which provides a nice general overview of the program. Please check back often, as we’ll be releasing more installments over the next few weeks.

 

 

 

 

 

No words needed…..

 

This is a sad state of affairs – this was recently seen by a colleague on a road trip. I forgot to ask, but it appears that this was in a restroom. For feedback. And it’s empty.

 

What message does this send to customers? “We want to know what you think?” “Please share your feedback with us!” “We care about your opinions, really!”

 

Not likely any of the above. It sends a message that customer feedback is on the back burner. Sure, they may really want to know – after all, they took the time to put up this display and at one time it likely housed survey forms – but it’s just not a priority. At least not today.

 

Customers want to be heard, and seeing this will tell them that you really don’t want to hear them, even if that’s not the message you intend to send.

 

If your company is still relying on paper surveys, make sure that the display is visible, well stocked, and sends the message that you really want to hear the voice of the customer. Better yet, keep the paper surveys and include other options for providing feedback – website forms, toll free numbers to call, reviewing and reacting to comments on social media sites.

 

Customer service is a big piece of the puzzle, and competition is fierce. If customers do not feel valued, they will go elsewhere. Don’t let that happen!

 

The above image is just a reminder to keep your customers in the front of your business, and make sure you’re sending the right message.

 

 

Customer feedback can be challenging to get, and customer reviews are sometimes even more challenging. I came across a pretty neat way Roto-Rooter encouraged customers to provide feedback and leave reviews.

 

First, they offered a promotion that was pretty tempting – post a review online and the customer would be entered into a drawing to have their services paid for. As this can be a costly service, the offer is quite tempting.

 

The company goes a step further and offers clear and simple instructions for customers to submit reviews. They give step by step instructions on what search terms to use in Google to pull up the location, where to find the link on the search result to provide feedback, and how to do this.

 

They also offer similar instructions for Twitter and Facebook. Is a customer in a hurry and doesn’t have time to read through the entire instruction set? No problem – they offered a QR code for customers to easily connect on both social media sites, with “write a review’ information readily available.

 

The combination of a tempting promotion and multiple ways for customers to leave feedback where they are most comfortable sets the stage for a successful campaign. This is a great example of encouraging customer feedback.