We all talk about how important our customers are to our business. But to be the most effective we need to integrate this into the way we work. Being customer focused is not just about listening when our customers talk, it’s also about taking a systematic approach to customer feedback that allows us to react appropriately.
So how do we ensure that you, our customer is at the heart of our business?
Loyalty is key
In everything we do; loyalty is key. It’s important to make sure that you are both happy with us and that you don’t think that you might be happier elsewhere. By listening to you, know that you are valued by us – whether you are happy or not.
What do you think?
We have formalised a feedback process, turning feedback into a tangible tool to improve our service to you. Our online survey as our business grows will be annual and consistent.
Be consistent
We have composed some questions that will produce the information that would be valuable, thought carefully about what is important to both you, and how we serve you.
Tracking any changes
By using simple and effective questions, we can spot trends and changes in your feedback. These will allow us to measure the impact of our improvements or challenges and can be also used to improve our business for you.
Spotting opportunities
Our customers are a great source of ideas. Asking you for your thoughts on how we can do things better can generate great opportunities for our improvement. We will stay focused on investigating your needs to produce suitable solutions.
Finding out what we do well
Almost as important as opportunities for our improvement, are opportunities to recognise our successes. Your positive feedback can identify our strengths to further deliver enhanced products and services for you.
If you like it – Like us
If you tell us that you like us and our product or service, share your thoughts in a public space like LinkedIn or Facebook. Positive testimonials and feedback are great for our business and we appreciate the time taken to post these.
The good, the bad and the ugly
If we have unhappy customers that we have asked for feedback, we will listen to their issues respond to it positively. There could be others who feel the same way but haven’t spoken up, and we may find that we need to develop or enhance a product or service in order to maintain customer satisfaction. We strive for an open line of communication with our customers so we can try to deal with any issues and turn negative feedback into positive experiences.
Goodbye need not be forever (we hope)
If we do lose a customer, we want to get in touch to find out why they left – and can we resolve the issue? And certainly using their feedback could be what we need to keep our remaining customers happy.
You, our customers give our business a reason to be, and it is important that we do everything we can to understand the concerns that you have. There is a reason why people say “feedback is a gift”.