How to make the most of customer feedback

Owning a business is kind of like playing a sport. You get out on the field, play your best and afterwards go to your coach for feedback. As an athlete, you would do what your coach said, taking their advice to help perfect your skills and become the best athlete you can be. But as a business owner, how often do you actually listen to what your customers have to say?

Every day, companies ask their customers for feedback, but not many turn those comments into action. Customer comments and feedback can help you identify flaws in your business, from a small technical issue to a pricing problem. Your customers want to feel heard and valued, like their opinions matter. That’s why it’s important to have a plan for reevaluating and implementing customer feedback, and here’s how:

Use tools to measure customer feedback

There are so many tools you can use to monitor customer behavior and capture what your customers are saying about you. Online tools like surveys and polls might seem obvious, but you can also get valuable information from your customers by recording calls. Custom Toll Free offers call recording free with your vanity toll-free number service so you can maximize the impact of your customer calls. Another technique that companies find helpful is monitoring social media sites, like Twitter and Facebook, to spot potential problems. Engaging with customers quickly can help smooth over issues and create a better customer experience overall.

Empower customer-facing employees

Although capturing customer data online and over the phone is extremely valuable, you can do more to ensure your customers feel like their opinions matter. Create a culture rooted in looking and listening, where your customers are constantly aware of what your customers are saying. Customers are more likely to give feedback when they know the person they’re talking to is empowered to act. Let these employees bring customer comments back to management, and give them the tools and support they need to make changes and act.

The best way to make sure you’re satisfying your customers is to simply ask them, “How are we doing?” Listen to them like an athlete would listen to their coach. This can provide valuable insights for improving your business. To learn more about call recording and the benefits of a toll-free number, check out customtollfree.com.