Review of 6 Simple Steps to Build a Culture that's Obsessed with Customer Feedback

August 10, 2018

Did you know that only 11% of large companies have good customer experience programs. Yet one bad experience can lead to 22% of their customers decreasing spending! Fortunately you as a small business owner can learn from their mistakes!

HubSpot has an article entitled "6 Simple Steps to Build a Culture that's Obsessed with Customer Feedback".

The key things to take away are:

  • As hard as it will be you need to let all customer comments show, be it good or bad. The reason being is that it shows that your business is customer-centric and transparent. You should also address any negative comment by being "sympathetic, friendly and helpful in solving the issue."
  • As frequently as possible analyze customer feedback.
  • Ensure your sales staff and customer service staff are in constant communication. Brooke Goodbary of Intercom says "When your largest customer-facing teams work together closely, your customers get more value from your products, and your sales team is able to create a more effective sales process."
  • Ensure that everyone knows how to access or see the customer feedback. You can even go so far as to physically post both positive and negative feedback in the office.
  • Look for learning opportunities and solutions from mistakes. By doing this you can increase "morale, transparency and an eagerness to collaborate and develop together."
  • Always celebrate the wins both great and small. Did you get some great praise from a customer? Then share it with everyone and let everyone know they had a part in making that customer happy.

See the full article here:

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Chad Treadway

Written by:

Chad is our business development manager. He will help you survey your business needs, ensuring you are educated on your options before suggesting any solution. Chad also has several certifications through HubSpot to better assist you with your internet and inbound marketing.