It used to be if you wanted to know what your customers thought about your business, your products and your customer service, you had to conduct a survey or hold a focus group. Social media has changed the way small-business owners receive customer feedback, speeding up how fast you hear from your customers and making the opinion of one person matter more than ever.
How can you cater to, and learn from, the opinions of today’s “super-empowered” consumers? Shorter surveys (or just asking questions on social media), being uber-responsive (even if only one person complains, that complaint can quickly get magnified on social media) and empowering your frontline employees to do what it takes are just the beginning. Smart business owners will also use mobile feedback tools and strategies to hear from customers wherever, whenever they want.
Read the full article at MediaPost’s MarketingDaily.
Read more Customer Service Watch articles.