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Surveys Encourage Customer Feedback

Written by: Mark Anthony

Article Overview: In order to keep clients coming back, customers’ feedback is essential. It is the catalyst that will lead to necessary changes that will encourage repeat business and continual customer loyalty.

Surveys Encourage Customer Feedback

In order to keep clients coming back, customers' feedback is essential. It is the catalyst that will lead to necessary changes that will encourage repeat business and continual customer loyalty.

Instead of limiting your questions to issues regarding products your customers have already received or services that have been rendered, inquire about your client's knowledge of your product line. Learn what products they should know more about and who else they feel could use your product or service.

A lot of customer surveys do not measure exactly how well the customer knows your product or service line. Write out a list of all your products and services and ask your customers to mark those that they are familiar with. Inform them about those products or services that they are unaware of. Help increase leads through brochures, press releases, catalogs, and other literature. Be prepared to have special offers and a strategy that encourages customers to experience the product they are currently purchasing from you.

Customers may want to inquire about a specific product or service but might be too busy to ask for it. Surveys show that between 10 and 35 percent of customers do want to find out about new products or services. Speak to each of your customers and analyze their needs. Offer them information on a handful of products that you feel may be of interest. By doing this, you will keep the lines of communication open. This opens the door for new sales and leads. If you work well with your clients, they will refer their friends or associates. To get the most out of your customer satisfaction surveys, put the information you have received to use. In cases where the surveys don't ensure confidentiality, you can look over each one and then contact those prospects to discuss requests for more information or thank them for a referral.

Customer satisfaction surveys inform the business of how to adjust performance in order to improve sales. Consider your next customer survey the starting point of your next sales call as opposed to the conclusion of your previous sale.

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Article Tags: brochures, catalogs, catalyst, confidentiality, customer loyalty, customer satisfaction surveys, customer surveys, handful, literature, press releases, prospects, referral, repeat business, special offers



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Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Re: How Important is Feedback in eBay? - Feedback is VERY important to me when purchasing on eBay and similar sites. If they don't have several transactions and a 100% feedback (or close to it) then I most likely will not purchase from them.
Subject Line Etiquette - For myself, it's not so much "etiquette" as common sense. If you're emailing someone with a business offer or to strike up a relationship, you do not put "Hello" or "Hi" or something cryptic in the subject line. You make it clear what your email is about - just as you would on a message board. So instead of "wff" for example, the guy who emailed me a couple of days ago should have said, "Feedback on Your WFF Article" - so that I would have known what it was about without having to look at it and try to think...
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Re: Welcome to Entrepreneur University! - Hi Evan and GT, Can you clarify? If you join the "Preferred Customer" you are not entitled to commission? Why? This is the the $79.95/month account, I don't understand why you are not getting commission from it?


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