Manage feedback properly

"Honest customer feedback is a golden nugget."

Managing feedback is even more important than asking for it.

That’s why it’s important to design and follow a feedback policy.

A feedback policy explains how to submit feedback, how often it is reviewed, and how updates are communicated.

Your customer needs to know and understand this policy.

An effective feedback process takes the following into account:

1.- A single place for customer feedback. A single place where this feedback is stored, so that everyone can access it.

2.- Create a transparent review process. Be honest with the team and yourself, try to sincerely understand why and be willing to make appropriate changes.

3.- Communicate. Your client needs to feel that their opinion was read, considered and (if necessary) executed. Try to send them more than an automated “We’ve received your feedback” response, if possible.

According to the Podium‘s 2021 review, the 56% of consumers say that a business’s responses to reviews have changed their perspective on the business.

4.- Build a feedback culture. Every member of your team needs to seek customer feedback on everything they do. Honest customer feedback is a golden nugget.

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