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Sunday, June 17 2007
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In Thursday's post I talked about the importance of businesses actively seeking customer feedback through multiple channels. Which of the following methods would work for your business?
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Business reply comment cards enclosed with each order
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Having a blog for your business (with comments and trackbacks enabled)
- Putting a Web site URL on customer receipts and asking customers to go there and deliver feedback, perhaps in exchange for the chance to win prizes
- Having an easy to find e-mail portal on your Web site so that customers can reach you
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Sending out Web-based surveys via e-mail to customers within a short period of time after their purchase
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Hiring a telemarketing firm to call customers within a sort period of time after their purchase
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Having a policy that directs all written correspondence from customers to the owner or senior manager
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Having a manager contact customers to see how his or her direct reports met their needs
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Senior managers or the owners each contact one or two customers a week to seek feedback
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Having comment cards and a box to put them in at restaurants, hotels, and retailers
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Training frontline staff to ask for feedback from customers
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Senior managers asking for feedback from managers of frontline staff
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Convening focus groups
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Taking a customer to lunch and asking for feedback
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Publicizing a toll-free number for customers to call when they have feedback
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Meeting a customer outside work and asking for feedback
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Recruiting steady customers to provide ongoing feedback
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Hiring an independent firm to gather detailed feedback from your customers about both your business and your competitors
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Asking customers to stay on the phone and complete a short survey after they finish placing an order, a reservation, or requesting a service
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Asking customers to comlete a short survey after they've placed an online order
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Use Google Alerts to track mentions of your business on the Internet and in the Blogosphere
Regards,
Glenn
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Latest Comments in posts
Great Ideas!
Glenn, Thanks for posting these 21 ideas - it is so easy to assume we know what our customers want. I plan to direct many of my clients to your post so that they can choose their favorite ways to learn from their most valuable assets - their customers. - Lori Richardson, Score More Sales ...
By: Lori Richardson
on
6/19/07 at 9:09 AM
Thanks, Lori. I'm sure a missed a few ways to gather feedback so if anyone can think of more, please leave a comment.
Regards,
Glenn ...
By:
on
6/24/07 at 6:04 PM
Regards,
Glenn ...
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