Retaining customers is as easy as asking them for their feedback. Businesses spend thousands of dollars trying to bring in new customers, but often make the mistake of not working towards retaining customers. The old addage "It takes money to make money" can be applied to customer retention. So what is the best way to retain customers? Ask for their feedback on products or services received and ways they feel these products or services can be best improved upon.
Simple survey or comment cards are one of the fastest ways to learn from customers. Surveys or comment cards can be issued directly from a cashier or service represntative, be inlcuded inside delivery packages, can be located on the bottom of customer receipts, or can even be added to telephone hotlines. Some businesses offer suggestion boxes located in plain sight for customers to immediately drop their thoughts and opinions in for processing. A few dollars spent on printing, survey design, or survey telephone lines with a few added dollars spent on processing these feedbacks WILL increase revenue.
For businesses who desire a faster more efficient return on customer feedback tend to rely on professional surveying companies to gather statistics. Survey companies gather information based on specific questions provided to them by "The business". The business then controls the number of questions asked, the wording of the questions, provide targeted lists for the company to contact. The data then is gathered over a specific period of time and statistically packaged for the business to review and decided where improvements need to be made. Now hiring a survey company is a bit more costly on the business, but considering the original cost to earn the business of a new customer versus retaining a current one equates to pennies on the dollar.
Simple survey or comment cards are one of the fastest ways to learn from customers. Surveys or comment cards can be issued directly from a cashier or service represntative, be inlcuded inside delivery packages, can be located on the bottom of customer receipts, or can even be added to telephone hotlines. Some businesses offer suggestion boxes located in plain sight for customers to immediately drop their thoughts and opinions in for processing. A few dollars spent on printing, survey design, or survey telephone lines with a few added dollars spent on processing these feedbacks WILL increase revenue.
For businesses who desire a faster more efficient return on customer feedback tend to rely on professional surveying companies to gather statistics. Survey companies gather information based on specific questions provided to them by "The business". The business then controls the number of questions asked, the wording of the questions, provide targeted lists for the company to contact. The data then is gathered over a specific period of time and statistically packaged for the business to review and decided where improvements need to be made. Now hiring a survey company is a bit more costly on the business, but considering the original cost to earn the business of a new customer versus retaining a current one equates to pennies on the dollar.
To entice customer feedback offer value to the customer by giving them an incentive. Try offering a dollar or percentage discount, a chance to enter a drawing, or offer a free gift. Along with the surveys ask the customer for their permisson for their comments to be posted or published for others to view which will increase customer awareness.
For more ideas visit http://www.printplusmore.com
Posts
No comments:
Post a Comment