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Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else. It is important to provide your customers with ways to ask questions or give feedback. We are a curious bunch of people in this world; everyone has an opinion and thinks someone should hear it. So give them the opportunity to voice their feelings on your merchandise, encourage dialogue with your customer and then use their opinion to better your product. A speedy response is important to keeping the sale, whether it be a question, comment, or criticism, respond to your customer in a timely manner to let them know that what they say matters. Your staff should show a great desire to help your clients with their questions; this is an easy way to turn an inquiring customer into a buying customer. Being attentive to your clients needs will also reduce the number of returns on your product. Tom Antion provides entertaining speeches and educational seminars. He is the ultimate entrepreneur, having owned many businesses BEFORE graduating college. Tom is the author of the best selling presentation skills book "Wake 'em Up Business Presentations" and "Click: The Ultimate Guide to Electronic Marketing." It is important to Tom that his knowledge be not only absorbed, but enjoyed. This is why he delivers his speeches laced with great humor and hysterical jokes. Tom has addressed more than 87 different industries and is thoroughly committed to his client's needs.
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It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself the question:-"What would we need to do to move our score up by 3 points"Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. (Note:- If you are too near a score out of 10 to have three points to go - upgrade your statement!).Then and only then will your improvement be sustainable and you can reset the questions over time to a higher standard. Then you truly will be The Best in class!The Quality Statements:- We use a variety of staff to monitor customer service on a regular and consistent basis We know and can clearly state our customer groups We listen to customers about our products and proactively seek to redress issues We notice and congratulate our people and teams when they perform well Senior management are fully and visibly engaged in customer activities Our people enjoy the challenge of changes Our organisation and our people have aligned values Our customers find working with us easy and pleasurable We know how our people feel about working here and always respond to make it better We have teams and individuals who can respond quickly to changes circumstances, whatever they are Keep a track of these - visually represent it somewhere very publicly for your people. Involve many of your them in monitoring, finding solutions and taking accountability for change, where needed and your business, your people and you will thrive.One final point. Starting is good, being able to demonstrate your success in 12 months is another thing - as is still doing this review at that time. Stay - Say - Pay Would you like to have customers that stay with you and don't buy from your competitors? Customers that say nice things about your business to other people; pay you on time and accept the fact that you might be a bit more expensive then other suppliers? Of course you do but how do we perform this miracle? It's dead easy really; you only have to consider two factors: be Reliable and be Likeable. 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