This week on the podcast, Ellen, Elli & John continue the discussion about reviews and feedback and how they can improve your business practices and online reputation. First, we recap the difference between feedback and reviews as previously discussed, then jump into the specifics of when and how to ask for both.
When it comes to generating feedback from your customers, it’s important to realize that it can come in many forms. Whether you are directly asking for it or not, you should always take into consideration what your customer base has to say, and utilize that information to improve processes, products, staff knowledge, etc. Along with knowing when to recognize feedback, we discuss when the appropriate times are to solicit feedback from your customers and how to go about asking for it. This can be more formal, in the form of an email, social media, or text campaign, or can be a simple in-person question after a purchase, or during the service process to facilitate conversation about how you can improve customer experience and satisfaction.
We know from our previous discussion that online reviews differ from feedback in that they are comments that are shared on a major platform available to the public. Reviews have an impact on your reputation and overall image, and knowing how to manage them and follow up with customers appropriately will go a long way. Be sure to listen to this week’s episode for tips on generating feedback and reviews, knowing how to make them work for you, and of course hear what is Grinding John’s Gears!
