Have you ever had an excellent customer experience and wanted to let your server know, but they were too busy or unavailable? Or maybe you’ve had an awful experience and just needed to yell at the manager about it? Whether they did great or terrible, you wanted to tell somebody and couldn’t just let it go. However, you’re not the type to go out of your way for praise or cause a scene in front of other people or loved ones. As you contemplate your options for action, you wish there was a way to privately make them aware of your customer experience. Blasting them online could be satisfying for about ten minutes, but you’ll realize it won’t likely be addressed anytime soon and everyone could judge your “profile” as harsh and unfriendly. And the majority of the time, writing “great reviews” doesn’t seem to get acknowledged or go directly to whomever helped you, therefore eliminating your goal of making their day. So where do you turn to let them know on the spot without the face-to-face interaction?
K.I.S.S. with Your Customers for Once
Brand loyalty has become a strength for few (Yeti, Apple, or Zappos), but a struggle for many. How do you keep a potential or current customer happy?
YOU OFFER THEM A VOICE
Let me share a few stats real quick around this. I’ll be out of your hair faster than your favorite shampoo.
- 40% of customers say it’s too hard to leave feedback to companies. (The Cost of Poor Customer Service)
- 86% of consumers quit doing business with a company because of a bad customer experience. (Customer Experience Impact Report by Harris Interactive)
- Most Important- 80% of companies say they deliver “superior” customer service, BUT 8% of people think these same companies deliver “superior” customer service. (Lee Resources)
Where is the disconnect here? How can we as business owners change this?
Actively show the customers that you care and market to them a solution that they can voice their opinions and get them resolved without filling out a 5–10 minute survey to express what they originally wanted to say.
K.I.S.S. with your customers! The best ones do!
Keep It Stupid Simple.
Provide them BlurtBox for free!
Guest blog today is from James D. Burbank. James runs a popular business-oriented blog called BizzMarkBlog.
Responding to feedback from an online suggestion box can be a demanding and sometimes difficult task. Whether you have a glowing compliment waiting in the box that you don’t know how to respond to, or you have a negative one that you wish would just go away, here are five tips to remember when sending those responses.
The restaurant comment card, while still somewhat effective, could be a thing of the past now that there’s an anonymous customer feedback app on the market. We’ll compare and contrast the two systems of customer feedback here and help you decide which setup is best for your restaurant.
Once you have your online suggestion box set up, the next step to start collecting customer feedback through it. Customers could begin leaving feedback organically when they see in-store displays about your online suggestion box. If this doesn’t happen right away, don’t panic. Every business has different types of customers that will all behave differently in regards to leaving feedback. In order to get the ball rolling and start receiving feedback, you may have to incentivize the process. There are many different ways incentivized customer feedback can be collected, so begin by learning which one is best for your business.
The first thing to figure out when considering incentivizing customer feedback is the type of reward you want to offer. Here are three popular systems to think about.
A sentiment grader is one of the most beneficial tools you gain when you move your suggestion box online. Its sole purpose is to organize all of the feedback you receive in the online suggestion box based on each review's percentage of positive and negative aspects. This can be very helpful when trying to sort through the feedback and decide which ones should be responded to immediately and which ones can wait.
As a business owner the main objective is to improve your customers experiences. Customers turn to Yelp to leave feedback which is a great tool for this. However, as a business we often tend to overlook these reviews. This leaves our customers feeling unheard. Now, there is a Yelp alternative app. BlurtBox is an alternative app that makes managing the customer experience instantaneous.
It was Gary Vaynerchuk who said, “It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.”
But how do you offer consistent and superior customer service across multiple franchise locations? Simple: manage your customer feedback with BlurtBox. By collecting actionable data through qualitative, real-time feedback into one dashboard, BlurtBox is the secret sauce your customer experience management is missing. Read more about how this customer feedback platform can solve your CXM woes and turn dissatisfied customers into brand advocates.