Proactive Customer Service Using Customer Feedback Featuring Michael Podolsky

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can business use customer feedback to improve the customer experience? 
2. How do you leverage customer reviews? 
3. What is the best approach to respond to a negative customer review? 
4. How can consumer feedback improve a company’s products or services? 
5. What benefits do businesses gain from analyzing competitors’ customer reviews?

Top Takeaways

• Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company’s product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face. 

• Many of today’s consumers do not trust leaving a review on the company’s website.  This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard. 

• A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating. 

• Not all reviews will be positive, and it’s crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review. 

• Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.  

• Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in! 

Quotes:

“An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.“  

“A customer service representative’s role is not just to fix issues but to ensure alignment between customer expectations and what the company can offer. They should also share feedback and collaborate with departments like operations and marketing to elevate service levels and meet their customers’ expectations.”  

“Why do you have to learn from your own mistakes when you can learn from the mistakes of your competitors? Start reading your competitors’ issues and ask yourself how you can eliminate those problems for your company before they become issues for your customers.”

About:

Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers’ free speech rights. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.