A report out last week said
businesses are increasingly using Twitter as a forum for
feedback after customers began to air their grievances when all
other lines of communication had run out.
We like this creative way to elicit customer feedback - and,
just for you, we have four more:
1. Freebies
With freesheets dropping like flies and Rupert Murdoch
threatening to place a big fat paywall between us and the news, you
could be forgiven for thinking the era of free is well and truly
over - which means your customers will be doubly delighted when you
promise them freebies in return for feedback. If you can offer
discounts or vouchers, do - but if all you can afford is a cheeky
chocolate bar, your customers will still be grateful.
2. Facebook
With all the hype surrounding Twitter, some businesses have
forgotten about Facebook as a powerful social tool. Although
Facebook is less immediate in terms of response time - people tend
to give more time to writing Facebook messages than 140-character
tweets, particularly if it's on a public wall - the lack of
character limit allows you to be more detailed with your replies.
As long as you ensure your responses are as quick as possible,
keeping them public will give other clients the chance to see how
great your customer service is. A word of caution, though: watch
out for those who are just out to get you.
Some people are never satisfied.
3. Blog
Having a blog is great for SEO because it keeps your website
active and helps you to build links - but the commenting option
gives your customers a place to provide feedback. If you're unsure
about a new product or service you're offering, blog about it, and
see how your customers react.
4. Host feedback parties
Not hearing enough from your customers? Invite them to a party,
and see what they say.
Lots of businesses host informal get-togethers for their best
customers - but if you extend the invitation to all your customers,
ply them with free booze, then get talking, you may discover some
interesting facts.
If that's a bit less, err, formal, than you like, have an open
day or even invite customers to discuss their grievances with you
directly. Encourage them to start the dialogue by making sure your
business' address and phone number are easy to find on your
website.