Open up to invite feedback and engagement

June 28th, 2010 | News Next » |

Customer-focused feedback requires companies to consider user experiences first and company needs second. Here are ideas to improve customer relationship management and build engagement:

• Develop user-friendly online customer service forms that actually aim to help customers quickly and efficiently, not populate company databases.
• Train client personnel to operate phone hotlines where customers can actually talk to live, professional customer service reps who can facilitate and expedite service response.
• Enable customer product reviews, and monitor comments so customer service can identify dissatisfied customers and work to resolve their problems.
• Develop customer service “best practice” response protocols for assisting unhappy customers.
• Create a customer service blog where the company can share valuable product information and advice, and enable comments so readers can interact with customer-service-trained company bloggers.
• Create customer service email protocols, with purchase follow-up email surveys inviting feedback on purchase experience and customer satisfaction.
• Do quality checks at company events and within promotions to spot-check the customer pulse.

- Second Wind Network