According to a report by
Hubspot, a staggering 93% of customers are more likely to return to businesses that provide exceptional
customer service. But what exactly constitutes “exceptional” in the eyes of your customers? Without their direct input, you’re essentially operating in the dark, unable to identify the areas that are working well and those that need improvement. Without customer feedback, you’re left to guess what your customers need and want. This approach is akin to fumbling in the dark, destined to lead to missteps and missed opportunities.
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Feedback provides the clarity you need to make informed decisions, ensuring that your customer service strategy is aligned with the needs and preferences of your target audience. In this article, I share the 6 best customer feedback practices you should be implementing in your business right now.
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Reach your customers where they are
Identify the platforms your customers frequent the most, whether it’s social media, email, or in-person interactions. Tailor your feedback collection methods to each platform, using surveys, polls, or direct conversations. Ensure your feedback channels are easily accessible and user-friendly to encourage participation.
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Act on customer feedback
Analyze feedback thoroughly to identify common themes, pain points, and areas for improvement. Prioritize feedback based on its impact on customer satisfaction and business goals. Develop action plans to address feedbacks and implement necessary changes.
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Implement changes quickly
Address immediate issues promptly, such as fixing broken links or updating outdated content. Communicate timelines for larger improvements, such as product updates or service additions. Demonstrate a commitment to continuous improvement by regularly incorporating feedback.
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Communicate changes to customers
Inform customers about the changes implemented based on their feedback. Highlight how your company is listening to customer concerns and making improvements. Use multiple channels to communicate changes, including email, social media, and website updates.
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Continuously collect feedback
Establish ongoing feedback mechanisms to gather insights regularly. Integrate feedback collection into various customer touchpoints, such as post-purchase surveys or customer service interactions. Encourage customers to provide feedback proactively through feedback forms or social media engagement.
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Measure the impact of feedback
Track the effectiveness of your feedback initiatives by monitoring customer satisfaction metrics. Analyze how feedback-driven improvements impact customer behaviour, such as retention rates or purchase frequency. Use data-driven insights to refine your feedback collection and implementation strategies.
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Final Thoughts
In essence, customer feedback is the cornerstone of customer service excellence. It’s the driving force behind continuous improvement, enabling you to identify areas for growth, address customer concerns, and ultimately deliver the exceptional service that keeps customers coming back for more. Embrace customer feedback as an invaluable asset, and watch your customer service soar to new heights of success.
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This article was first published on 22nd November 2023 and updated on November 26th, 2023 at 10:22 pm
chidiogo-akaelu
Chidiogo Shalom Akaelu holds a degree in English and Literary Studies, from the University of Nigeria. She is a freelance writer, editor and founder of Loana Press, a budding online publishing outlet.
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