One of the ways that you can show customers that you care is by allowing them to leave customer feedback on your Web site. Rather than waiting for the information to filter back to you via blogs and forums, you can set up your own feedback site.
Many Web sites are starting to allow customer feedback on their sites -- making it easier to see what customers want, and be made aware as quickly as possible when there is a problem. In some cases, it is possible to set up a ratings and review system for individual products.
If you want to increase customer interaction, one to do it is to add feedback options to your Web site.
Good customer service about more than feedback management
When it comes to customer feedback management, you customers want to know that they are appreciated. It's more than just addressing concerns. You need to show you CARE.
Customer feedback management and admitting your mistakes
Sometimes, when something obvious happens, it is a good idea to get a jump on things, rather than wait for customer feedback. And, when you mess up, customers like to see a mea culpa and know what you are going to do to fix it.
My favorite recent example was an issue that Netflix was having with its production facility. Rather than wait for customer feedback to overwhelm the company, Netflix responded with an apology. Even though there was a delay of only one day, Netflix insisted that it would take 5% off the next month's bill.
It doesn't seem like a whole lot, but the "added value" and proactive move by Netflix was rather refreshing. Customers are more likely to remain loyal when you offer them great customer service.
