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Encourage Customer Feedback

June 19, 2005 By Joe Rawlinson

The Church of the Customer helps us prepare for good customers. One point they make that I like was this:

Reward constructive criticism – Encourage customers to provide constructive feedback. Make your contact information (phone number, email address, etc.) easy to find on your website. Send customers a small gift for taking the time to send their suggestions.

Naturally, you should be able to handle customer problems and questions. Are you forgetting their suggestions and comments?

With people using your products or service everyday, they are bound to have some ideas for improving things. Consider this your free research and development team. You’d listen to your in-house R&D people. Are you willing and able to hear what your customers are saying?

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