Grow your business with customer feedback

A loyal customer base is the holy grail for a business today. With considerations such as price and convenience affecting consumer behavior, it’s important to regularly ask your customers for feedback.

Listening to your customers makes them feel heard, and can help you develop strategies to improve and expand your business.

Timing is everything

Consistent, open communication between your business and customers is essential to addressing issues as they arise. As the owner of the Obsessive Coffee Disorder café Josh Edwards says, timely feedback is everything.

“You need to make sure they’re happy with the experience as it’s happening, by simply asking and being mindful of their responses. There’s no use asking afterwards. You might not have another chance to win their business back if they leave disappointed.”

Be aware of customer behaviour

The importance of non-verbal forms of customer feedback often go underappreciated, especially when it comes to small businesses in hospitality and retail. Josh points out, subtle behaviours from customers during and after the transaction, can offer a lot of insight into your business’ customer satisfaction.

“If they leave without a word, but half a plate of food or a full coffee is left behind, then you know something’s wrong.”

Listen then respond

Once you have gathered customer feedback, you should put a plan in place to implement change. Owner of Kellyville Optical, Brian Davis, says in the past, he received some negative feedback regarding his employees.

“Customers would ask for me personally and then tell me about some unfriendly service they had experienced. So, I sat with my team and explained the importance of friendly and helpful customer service.”

Brian worked with his team to improve their customer service skills which resulted in a better shop atmosphere and happy customers.

 

 

 

 

Customer Feedback Guide

 

 

Download our free guide to discover how you can ask your customers for feedback to help shape your business for the future.

 

 

Customer Feedback Guide

Download our free guide to discover how you can ask your customers for feedback to help shape your business for the future.

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