Researchers say that as many as 1 in 8 people suffer from at least one phobia,
which is described as a strong, usually irrational fear. Some of the most common
fears are glossophobia, demophobia, and achluophobia, which involve public speaking,
crowded places, and darkness, respectively. One of the main symptoms of a phobia
is that the sufferer has an excessive, unreasonable desire to stay away from the
object of her fear.
What does this
have to do with running your business? Just this: too many businesses have a strong
irrational fear of finding out what their customer is really thinking. (Call it
feedbackophobia.) That fear causes them to stay away from getting
customer feedback. But businesses that are truly customer-focused need to know
what their customers like, what they want, and where they are going.
customer feedback into your regular business activities doesnt need to be
scary. Used wisely, feedback can help your company go from good to great. Here
are 5 ways to get honest feedback from your customers, and use it to your advantage:
Youll never get it if you never ask for it. Often, your customers see your
strengths and weaknesses more clearly than you do. Ask them to show you what they
see from the outside. What could make your product design better? How can you
make the order process easier? How easy is it to get technical assistance when
they have a question? Ask for honest answers, and your customers will be happy
2) Be open to criticism.
The main reason so many companies dont ask for feedback is that they dont
want to hear what they are doing wrong. Yet, the fastest way to improve is to
find out where your weaknesses are. You may be losing customers and sales, and
not even realize it. Those weaknesses may be costing you money!
Keep your surveys quick and easy. Dont bog your customer down with long,
involved surveys. Use a few quick On a scale of 1 to 10, rate us type
questions to gauge your customers satisfaction level. The idea is to have
an ongoing picture of where you are in terms of product quality and customer service.
Surveys that are more detailed have their place, but they take longer to complete
and compile the results. Quicker, easier surveys allow you to correct problems
as they arise.
4) One survey question
you need to ask. What can we do to make our (product, service, delivery)
a 10? This question is great for 2 reasons. First, it tells your customer
that you are serious about making your company better. Very good isnt good
enough. Excellence is expected. Second, customers take this question seriously.
Their input on this question makes them partners in improving your business, which
solidifies the bond between you and your customers.
Make changes, and let your customers know theyve been heard. The purpose
of customer feedback is to find ways to improve your company. You need to implement
the best ideas that your customers have. Make it clear that the changes youve
made are in response to customer suggestions. That makes your customers even more
bonded to your business. It identifies you as a company that really listens to
its customers. That can give you the edge you need to stand from your competitors!
dont need to fear your customers opinions. Once youve made the
commitment to being customer-focused, your customers can be your greatest allies.
Learn to listen, cultivate their thoughts, and implement the best of their ideas.
The result will be greater customer loyalty and increased profits for your business!
feedback and ideas for improving your customer feedback - trial an Australian-built
customer satisfaction survey tool:
is an Australian-built online survey tool that is currently used by over 200 Australian
and New Zealand based organisations of all sizes to conduct online customer surveys.
The tool can be used to conduct cost effective satisfaction surveys, regular 'post-service'
feedback surveys, new product feedback, website feedback ... to name a few popular
Please be assured that your correspondence with us is confidential.
We will not divulge email addresses or any other details you provide to outside
complete the form below to arrange your FREE custom-branded customer feedback
survey software demonstration and a PeoplePulse pricing and information sheet.
completing the form below, a PeoplePulse representative
will contact you to discuss your needs and current
situation. From there we will set up your demo
and arrange a suitable time to show the system
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