The customer is always right! Or at least that is process of thought behind good customer service in any company. The success of a business is tied directly to the opinions and feedback of their customers. Whether good, bad or indifferent everyone has an opinion about the services and products they use. It is important to reach out to those customers and learn from their feedback so you can make the necessary improvements to your products and processes.
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.
John Russell, President, Harley Davidson
There are many different avenues of collecting feedback from your customers. The most popular tool for gathering immediate opinions and feedback is social media. But did you know, according to this study, 55% of companies ignore feedback from customers on social media. That’s huge! Personal emails, phone calls, surveys, and feedback webpages are also great tools to engage your customers. Find ways to reach out and get your customer’s opinion.
Analyze & Implement Feedback
Sometimes requests made through feedback are unrealistic or completely off base. Other times it can be a complete Aha moment where the suggestion and feedback improves your company’s product. Weighing the customer’s feedback is usually an obvious process that comes down to one question, “Will this improve the product/service/experience?”. If the answer is yes, then it should be immediately addressed and implemented. If the answer is no, then you can kindly respond with a reasonable explanation. Executing customer suggestions and addressing negative responses will help improve your product and overall user experience.
Excellent firms don’t believe in excellence – only in constant improvement and constant change.
SmartFile is always striving for improvement through our customers’ feedback. We are always listening to our clients and sometimes we find the best ideas in their opinions. If you have a suggestion for our app, please submit it through our feedback page. Or contact us through any of our social media; Twitter, Facebook, or LinkedIn. We would love to hear your ideas! If you would like to talk directly to one of our associates, please contact our customer support either through email or phone (877-336-3453) anytime. SmartFile knows the importance of keeping our customers happy and the first step is listening to what they have to say.