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Build Trust By Listening and Sharing

August 4th, 2010 | Customer Support,Small Business,Small Business Tips | No Comments »

A couple weeks ago, I focused on the need for valuable and easy to use feedback tools for your customers.  While continuing to research this topic and build best practices for KikScore, a colleague shared this great article with me on How to Make the Most of Customer Feedback.  As a small company, I realized we tend to get caught up in task items of the release schedule we’ve set forth and lose sight of the customer connection – until an issue arises and you are placed in emergency mode.

This article touches well on the subject of empowering customer-facing employees.    As you continue to expand your solution offerings and grow your customer base, this becomes a critical area of focus.  And it’s not just sales personnel, this includes customer support and even marketing resources who are interfacing with customers on a regular basis.  By giving your employees the right tools to not only listen to customer input but also to respond and raise awareness throughout the rest of the organization.  This also goes to the level of communicating in a transparent manner to your customers on what is coming next from your company.  This helps to promote trust between company and customer and shows how your company listens and reacts.

The aspect of close the loop with those giving feedback empowers your customers to then not only see how you take their opinions to heart but also how your company strives to prioritize and stay one step ahead.  Simple steps to promote customer loyalty and make your business a success.

What feedback processes do you have in place and how does your business track and prioritize them?

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