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Two Ways To Handle Customer Feedback and Improve Retention & Sales

by Noor 5 months ago in product review
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Leverage customer feedback and utilize it

Two Ways To Handle Customer Feedback and Improve Retention & Sales
Photo by John Schnobrich on Unsplash

If you want to know if a business will be successful or not, pay attention to one thing only: customer feedback.

It does not matter whether you have the world’s best products or services or if you used the most updated marketing tactics, your customers are the core of your business.

Without positive customer feedback, your business is destined to fail.

One of the first things you should do before setting up your business is to have a systematic way of handling customer feedback right from the start.

The last thing you want to do is have a load of paperwork lying around from your customers or have your inbox cluttered with emails. All this can be prevented by adopting a logical method of organizing and processing your customer’s feedback. Your future self will thank you so much for taking the time to implement this.

When you handle customer feedback you want the customer to feel heard, understood and allow a follow-up of their feedback whether it's negative or positive. This will ensure better engagement, loyalty, and basic human decency :)

Two Ways To Customer Feedback

Customer feedback can be handled in two main ways:

  • Using a paper-based feedback form: not very sustainable for the environment and economically costly yet provides customers with flexibility and ensures feedback is given in a timely manner. You can ask members or visitors to kindly fill in a feedback form where necessary or sign in the guestbook. A small incentive for offering feedback may also be used, especially in the early stages of the brand creation process.
  • Electronic form submitted by customer: I’m a big fan of the electronic form as it is easy to place, trackable, ensures better follow up, and a free sustainable option. This can be easily set up using the star system on the business’s facebook page or Google business page. Alternatively, a poll or survey can be added to the brand’s website using Google sheets.
  • Customer feedback should be handled in a careful manner. Make sure to make the customer aware of the privacy policy of your business and assure them their information is confidential and will not be distributed.

    Which One Is Best?

    Using the electronic method is my preferred choice. Apart from it being the best sustainable option, it also ensures better tracking of the complaint or feedback.

    One of the ways I use the electronic method to gather customer feedback is through the following steps:

  • Once a complaint or feedback has been placed through the system, the customer is used with a number to track their enquiry. This is done in an automated way and helps ensure better service.
  • The email is followed up by either me or my colleagues and the issue is discussed and resolved.
  • After it has been sorted, another email is sent to the customer to follow up on how they are going with the services. Depending on the original issue, a discount can be offered to the customer to entice them.
  • A link inviting the customer to rate the service and how their feedback is handled is also sent to the customer. This is tracked and helps us receive more feedback on how the issue was handled.
  • Many organizations use the above method to process, monitor, and track their customer feedback in a successful way.

    What do you think of this method?

    Which one would you prefer, the electronic or paper based?

    The video below provides great insight on how to handle customer feedback.

    If you would like to support my journey, then kindly subscribe to my youtube channel where I will be sharing updates as well as step-by-step guides on my passive income journey as well as business strategies and tricks. Subscribe here.

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    About The Author

    Noor is a second-year business student at Tredu. She is also studying for Diploma in International Smart Industry at Tampere University. She is passionate about marketing and content creation. She recently launched her YouTube channel specializing in holistic healing.

    product review

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    Noor

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