Are You Making it Easy for Your Customers to Complain?
In Jim’s Twitter conversation last week, he said the following:
“The math is this: Service done well retains people and strengthens loyalty like nothing else on a dollar for dollar basis.”
Anyone who’s experience great (or awful) customer service would certainly agree. Recently, Seth Godin also shared thoughts on this topic, specifically how important it is to get feedback from your loyal customers:
“If you know what’s broken, you can fix it for all the customers that follow. It seems obvious, but you want to hear what customers have to say. After all, if people in charge realize what’s not working, the thinking is that they might want to change it.
At the same time, a critical but often overlooked benefit of open customer communication is that individuals want to be heard. Your disgruntled customer doesn’t want to hear you to make excuses, and possibly doesn’t even want you to fix yesterday’s problem (probably too late for that), but she does want to know that you know, that you care, and that it’s not going to happen again. Merely listening, really listening, might be enough.”
Tell us: Do you have a way for your audience to easily share feedback with you?