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STE UNIT 6 - Coggle Diagram
STE UNIT 6
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Key types of feedback
Positive feedback
- Your customers are satisfied and happy with your service and gave you a compliment
- Nurture these satisfied customers into your walking ambassadors
- Make them your advocate (walking ambassadors)
Negatives feedback
- Expect a reply or an explanation from the company for the product/service provide
- Negative feedback is an opportunity to prevent customers from defecting to competitors
- Customers can often be more loyal to your business after they have experienced a service failure
Neutral feedback
- Is considered as a suggestion for you to improve your service or the company to improve on their products
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PURPOSE OF COLLECTING CUSTOMERS' FEEDBACK, WAYS TO COLLECT FEEDBACK AND FOLLOW-UP REQUIRED
- Anything that customers say about your product/service through channels
- A display of interest in your product
- Use feedback to improve customer experience
- Surveys
- Phone calls
- Transactional emails
- SMS
- Company website
- online live chat support
- Social media channels
- Establishing an online community
STEPS
- Identify areas
- Motivate the team
- call and thank the customer for his/her feedback
- discover potential loyal customers
- Nature loyal customers
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