DOES YOUR BUSINESS EFFECTIVELY HARNESS THE POWER OF FEEDBACK?

In the current economic climate it’s more important than ever before to retain your existing customers.  One of the ways to do this is to harness and utilise both internal and external feedback.

Outside in
There are a number of ways to encourage your customers to give feedback, such as providing a call centre number or a feedback form on your website, utilising social media to engage with your customers and using independent third party channels such as www.getclosure.co.za. 

Proudly South African getclosure provides an independent online portal for consumers to submit positive feedback or pursue complaints.  getclosure encourages South African consumers to complain constructively rather than just whinge, and makes sure that their complaints are delivered directly to the appropriate supplier.  Every supplier then has the opportunity to respond promptly and professionally in a discreet environment to resolve the situation.  This service can either be used in conjunction with existing in-house systems or it can be implemented as the primary online channel for consumer feedback for an organisation. 

Disregarding customer service complaints is simply not an option for companies any more. Statistics indicate that for every cent a company spends on improved customer service, they see a return on investment of 34% to a staggering 400%, according to research published in Management Review.

Inside out
Internal feedback is often the hardest to extract but is well worth the effort.  getclosure director Patrick Deale says that “the first step is to create an environment where employees feel comfortable and want to participate and be involved with the expansion and improvement of the organisation”. 

“Effective communication is key to achieving this.  Ways to ensure that there is effective communication and feedback include scheduling regular team meetings, creating internal forums and speaking to employees in every level of the organisation and really listening to what they have to say.  Once you have the feedback, you need to process and interpret the information and implement changes to add value to the products and service which you provide.”

Businesses therefore need to put working systems in place that allow them to harness and leverage both positive and negative feedback to improve their products and services.

To find out more about getclosure please visit www.getclosure.co.za or email customerservices@getclosure.co.za
Article provided courtesy of Proudly SA member, getclosure.