a great marketing tool, from a great marketing expert Patricia Plourde, owner of Honey Bee Marketing (www.beethebuzz.com)
enjoy!
Matt
In a world where people take to the Internet to voice their opinions, how do you as a business do your best to make sure that negative comments don’t make it to the Internet or even through word-of-mouth on the street? It is true that when customers have a bad experience they will tell multiple people but when they have a good experience they might not tell anyone. Are our expectations too high to think that service needs to be perfect every single time we have a Business to Consumer interaction? I think we would all agree we would like the best service, and if it’s our business we would like to give the best service - what is critical is how we respond to bad service. Responding appropriately to bad service is just as important as always giving good service.
I have been recently introduced to a new product that is great for those of us that are on the go and constantly busy. We all have seen what I believe is a somewhat ineffective feedback process, the receipt at checkouts promising a chance to win a prize if you share how the Business’ service was. Don’t get me wrong, I would love a shopping spree but I’m never going to take the time to pull out the receipt (which is usually lost when I leave the store) then remember to find it when I get home, and go online: and so what if I tell you I have had a horrible experience. Time has passed and maybe too much to make a difference with the shopper.
So, why not invest in mobile feedback, Called Customah Feedback. Customah Feedback is easier and faster, keeping up with today’s demands: at your business (such as a shopping store with snacks, goodies, etc.) through marketing at the checkouts customers receive a number to text feedback. A customer could very well text in their feedback while waiting in line – it’s that fast and easy. The text message will contain a rating of 1-10, which is automatically sent to a mobile phone, for example, the manager. The manager knows that this person came in and s/he gave them a rating of 4. Well why? What happened? Customah Feedback gives the manager an opportunity to directly call that person immediately and find out what happened at the store and most importantly how the store can fix it. Staying on top of negative feedback and offering a solution will make your company stand out in the customers mind, and gives businesses an edge in customer satisfaction.
We all live in a world of instant gratification. When we have a bad experience we want to know someone cares and they will try to do their best to fix the problem. Customah Feedback allows that to happen. If you would like to invest in this for your company feel free to contact me. Make sure that when your customers are taking to the Internet it’s to talk about how you resolved a problem quickly!
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