How to Listen to Your Customers

In a small business it’s crucial that you build positive relationships with you customers and the best way to know what’s on their mind is by listening to feedback. Josh Feinberg, VP of Product Management at VerticalResponse discusses customer feedback:

  • Allow customers to submit feedback from your website either through an email address or questionnaire
  • Offer customer satisfaction surveys
  • Remember feedback allows your company to learn and improve on its goods and services
  • Be prepared to hear both good and bad feedback. Tackle negative feedback head on
  • Be sure to keep track of feedback and follow up
  • Social networking is a growing trend, use it and join the conversation to promote your business
  • Be sure to give full disclosure and go easy on the sales pitch at first
  • Devote time to monitoring your company’s reputation online


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