Customer Feedback Management Best Practices
Customer opinion, thoughts, suggestions, and concerns are critical for dealers, in order to improve the operations and business. Customer feedback management is a process of requesting and managing your customer feedback.
Here are the benefits of managing your customer feedback efficiently.
- Improves products and services
- Helps in new product design
- Enhances customer relationships
For more - Why is Customer Feedback Important?
Best
Practices for Successful Customer Feedback Management
Here
are a few successful customer feedback management best practices.
1.
Create Clear Objectives
The
best customer feedback management practice is to think-through the feedback
process. It may include different ways of collecting feedback, channels that it
comes through, and how it will be used.
2.
A CRM System Helps
It
is important to invest in a CRM system to collect feedback, manage it, and
derive clear insights.
3.
Include a VOC Program
A
Voice Of the Customer (VOC) program allows two-way communication between your dealership
and customers. It helps your customers to share their expectations and
experiences about your dealership, thereby helping you to work towards it.
4.
Work on Your Customer Feedback
Once
you start receiving feedback from your customers, it is important to work on it
and take action. Distribute the feedback to your team to monitor and provide
necessary solutions.
5.
Personalize Your Feedback Acknowledgements
Send
a personalized acknowledgement every time you receive feedback from customers. This
will encourage customers to review the effectiveness of the follow up action
with you.
6. Conduct Customer Surveys
Dealers
can also organize customer surveys in order to collect customer feedback more
efficiently.