Need Help Gathering Feedback From Your Customers, Prospects, and Employees?

“I need to know what my customers are saying about me.”

How and Why You Should Collect Customer Feedback

Collecting customer feedback is essential to providing excellent customer service and driving business growth. It's a great way to get a better understanding of what your customers are saying about you. That's why it's important to use all of the resources at your disposal to collect customer feedback in a way that serves both parties. One way to do that is by using the A.C.A.F. Customer Feedback Loop, which includes the following steps:

  1. Ask. Ask your customers for feedback about your products or services.
  2. Categorize. Place the feedback you receive into different categories that are meaningful to your company.
  3. Act. Act on that feedback by sharing it with other people in your company that can help you make necessary changes.
  4. Follow up. Follow up with the customers who provided feedback to let them know you're really listening.

Understanding Trends In Customer Satisfaction

To get an idea of how satisfied your customers are overall, you need to determine how happy (or unhappy) your customers are right now. That means you need to find the best ways to measure overall customer satisfaction, which might include the following:

  • Net Promoter Score (NPS) - the NPS is a popular method for determining how likely it is a person would recommend your product or service using a simple scale of 1 to 10.
  • Social Media Monitoring - Social media monitoring involves using tools like Google Alerts or Mention to listen to what your customers think about you by identifying social and forum mentions of your company on websites like Quora, Facebook, TripAdvisor, Yelp, Twitter, and third-party review sites.
  • Customer Satisfaction Score (CSAT) - the CSAT is essentially a measurement of how satisfied a customer is with specific interactions with your company.

Here's How gardenpatch Can Help You Learn More About What Customers Are Saying About Your Company:

What to Do With Customer Feedback

Once you've gathered enough feedback data and truly understand what your customers think about you, you can begin to formulate ways to resolve any common issues or complaints. Come up with a system for handling customer complaints in a way that gets them resolved quickly and effectively. You could also consider creating a knowledge base for easy reference to commonly asked questions and answers. Remember to respond to each and every customer inquiry to let them know that they're being heard and that you care what they have to say.

Why You Should Consider a Customer Advocacy Program

A customer advocacy program can help you dive a little deeper into truly learning what your customers have to say by giving them a platform to express their opinions about your products, services, and company. But more than that, a program like this gives your customers an easy way to promote your products and services to people they know and their online friends and followers. Social proof is one of the most powerful forms of advertising, which is why you should consider implementing a customer advocacy program of your own.

Schedule a call with us!

Let's talk about growing your business.