The fact is that, 80% companies, who believe they are providing great customer service, have only 8% customers who agree with them. So if you think you’re an 8/10 in customer service, you’re not even half right.
How do you know what your customers’ needs are if you don’t ask them? How can you assess what your brand’s value is if you don’t ask your customers?
That’s why it’s essential to create feedback loops. Here’s how you can –
- Use post-interaction, real-time feedback surveys. You can even follow up with customers over the phone for more details.
- Pay attention to what is being said about you on social media, this is where customers are usually the most honest.
If you pay close enough attention, you will hear customers giving you actionable feedback, telling you exactly