Kevin Berk on How to get Customers to Want to Leave Reviews
How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.
Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues. Continue reading
This week on our Friends on Friday guest blog post, my colleague Josh Stern writes about how important it is to properly use the data collected from customer experiences. He explores the value in video mystery shopping as a source of valuable data.– Shep Hyken Continue reading
This is the fourth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How do you suggest we get feedback from customers (or clients, guests, patients, etc.)?
I’m not a big fan of customer satisfaction surveys – the ones that are mailed or emailed to customers. My clients who use these tend to get a small percentage of responses. My favorite way is to just ask. Sometimes you can do it on the spot. Or even on the phone.
One of my favorite clients is Enterprise Rent-a-Car. Their follow-up surveys are an example of the right way to do it. After renting one of their cars, the customer will usually receive a phone call within 24-48 hours. The survey is promised to last less than a minute and consist of three questions. Customers are usually happy to respond to this very short survey. Enterprise gets excellent feedback and from a high percentage of their surveyed customers.
Again, please share with us your answer or comments to the above question. Thank you!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
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