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Solicit and Listen – Customer Feedback is critical to business success

January 6th, 2010 | Customer Support,KikScore & KikReport,Online & Small Business Resources,shopping,Small Business,Small Business Tips,Social Media | 3 Comments »

Clip noteSocial media was the craze of 2009 and will only continue to gain ground in 2010. Blogging about your product and/or service is an incredible way to promote your business or product. While customers and passersby can comment on blog entries or Tweet their favorites, how do you convert the blog commenter into a devoted and loyal customer for future success?

As a business owner, you need to provide easy to use feedback tools to ensure that you are in touch with your customers (and would-be customers) and frequently and consistently responding to their needs. This entails listening to comments and being able to categorize them and REACT. There are a variety of tools available (some such asCrowdsound, RatePoint, Yelp) but do these sites bring traffic back to your site? Some do, but some are a link off with minimal options to react to comments. In a previouspost by DojoMike:  customers are sometimes reluctant to provide feedback (positive or negative).

To maintain an open dialog with customers and encourage feedback, the comment avenue needs to be easy to use and promote responses from the merchant/business owner. As a business owner, you also need to be able to solicit feedback and react to it, professionally. If a negative comment comes through, don’t ignore it, you need to respond and make changes that address the issue. At a minimum, sending an email to a customer who recently bought an item from your online store is an easy avenue to inquire if the ordering process was seamless and also to ask for website suggested changes or product improvements. The more you ask a customer for their input, the more likely they will become a repeat customer AND tell their friends about your site and excellent customer service.

At KikScore, we have created a feedback tool within the KikScore seal itself. Comments that are posted here are sent directly to merchants to review and respond. These comments are also available for all to see that are reviewing that site’s KikScore Seal.

How do you solicit feedback from customers? What do you do with the feedback you get? Do you have any feedback/suggestions for KikScore? Please share with us!

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3 Responses

  1. [...] 3. Get real feedback from your customers you can act on – Building on #2, take the opportunity to use your engagement with your customers to get tangible feedback about your product, the market, your competitors and your overall customer makeup.  There is no better market research then actually talking to customers and hearing first hand what they are saying.  I know people say it takes time to do this – to get the feedback and then to act on it.  My suggestion, start small.  One interaction a day, maybe two.  The snowball effect of the feedback will help your business because you will get to see your business and product directly through the eyes of your customers!  That is just invaluable. Here is an earlier post of ours on tools to help your business get feedback. [...]

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