I can’t believe they said that! Are you listening to your customers?

on March 7, 2014 Instapulse with 0 comments

If “I can’t believe they said that” is your reaction to a customer’s survey response, it’s time to take a step back and really listen to the feedback. But how can you listen and react if you aren’t even asking?


Groupon, LivingSocial, HauteLook. These are just a few of the online coupon sites available to your customers today. You have been watching their success, have investigated which site will reach your customers, and now you are ready to jump into the deep end of the pool of online coupons. You pick the site, create your offer, and send it out to the masses.

Success!
It hits your target market and they react by purchasing your coupons. You are hopeful the majority of those online coupon customers are new customers. Your plan is to impress on their first visit so you can turn them into loyal, repeat customers.

You are Prepared!

  • The frontline staff is fully aware of the coupon offer and the conditions of its use.
  • You have brought in extra inventory and staff to deal with the increase in business.

They come, they redeem, and they leave – Now What???
NOW you need to ask them how they enjoyed their experience at your business. What are they going to tell their friends when asked about you? If you don’t know, how can you be sure that those customers will return, making your online coupon as profitable as it can be?

Ask
You need to ask them, and ask in manner that will create open, candid responses. Using an independent Customer Experience Survey service allows your customers to speak anonymously, garnering more truthful responses to your request for feedback. The answer to the question “Would you recommend us to a friend or colleague?” can generate a metric that will predict the future success of your business.

Listen
Once you have the feedback, you have to be open to listening to the responses you get. It is paramount to your financial success and growth of your business. Changes may be required; changes that could turn those online coupon customers into loyal, repeat customers.

If “I can’t believe they said that” is your reaction to a customer’s survey response, it’s time to take a step back and really listen to the feedback. But how can you listen and react if you aren’t even asking?

Have you ever surveyed your customers? Did you use the feedback to improve your customer service?

Share your experiences with others by posting a comment.



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