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How to listen to your Customers better – while avoiding Bad Online Review

feedback management

How to improve customer satisfaction: Start listening!

Do you know what fears small business owners the most? There are plenty of answers, but for me, the most devastating situation for a small business owner is getting bad review from customers without having a chance to clarify and/or remedy things.

Online, such reviews will stick with your business for a long, long time.

The problem is, customers just want to be heard. When they can’t reach someone from your company – or getting bounced around from one contact person to another – they will take the last resort: Publicly rant about your small business either in forums or in review sites, such as Yelp, or even worse, in Ripoff Report.

What makes matter worse, while you are doing your best putting off fire, there are other people reading the bad review about your small business. There are chances that they will add fuel to the burning fire, further tarnishing your small business reputation and credibility.

Not good. At all.

Now, here’s an idea for you – how about letting your customers know that they always have you – THE business owner – to talk to when they have something to say. It’s a strong proposition – why go public when they can just go straight to the owner for feedback and complaints? Would it be just wonderful – a win-win situation for both you and your customers – something that can boost your customer retentions.

Now, the next question is, how to let your customers contact you in private without going face to face or talk via phones? Sure, your email address and/or phone number placed on prominent place is a step forward, but I’m not sure you want to do customer care work 24/7, right?

Indeed, you need a tool to help you attend your customers’ needs without devoting your entire day to it. One of such tool I recommend you to use is iSuggest.

iSuggest: Feedback management tool

iSuggest offers a free feedback apps allowing your customers to leave their feedback straight from their mobile devices – via a mobile web or web app.

For a small business owner, iSuggest is a feedback management service that can help you getting valuable customer feedback privately.

Indeed, iSuggest is a life saver; you, as the business owner, can now request for direct feedback from your customers. This way, the feedback is made in private, allowing you to have an opportunity to make things right before bad reviews got published online – and hopefully keeps bad reviews offline.

Want to show your gratitude for the customers’ feedback? iSuggest enables you to offer rewards and coupons for customers, giving you tools to retain your customers better.

Ready to get started? Locate your company to signup for iSuggest.

Ivan Widjaya
Listen to your customers – or else!

About author

Ivan Widjaya
Ivan Widjaya 2241 posts

Ivan Widjaya is the Owner/Editor of Noobpreneur.com, as well as several other blogs. He is a business blogger, web publisher and content marketer for SMEs.

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