Customer Feedback: Is Your Business Ready For It?
Frequently seen on many websites are forms and email addresses for contacting or for providing feedback. If you have this on your website, do you know how many people have contacted you via this method? And what they said? And what your response was? And what your business learned from it?
So far my experience of feedback forms has been underwhelming to say the least.
- Some ask for way too much personal information, which leads me to suspect why they need to have so much detail.
- Some never respond to customer feedback at all. This is like being ignored at the shop counter!
- Many have no other way of contacting the company - no telephone number anywhere to be found
Think of the customer experiencing poor or zero response to their enquiry and how long this will affect their opinion of your business. With more people turning to the internet to find and select the goods and services they need, you need to make sure that you have a consistent and transparent approach to capturing and responding to customer feedback.
If a person bothers to fill in a feedback form - you already have their attention - now you must work to keep it, and convert it into a sale.
Tags: feedback, website, business, personal information, customer feedback, internet, feedback form, attention
Bookmark to:
