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Valuable feedback from customers isn’t always a given. You can ask for feedback, but then customers have to take the time to answer questions after their experience and leave a review when they could be going about their day. But when they do take the time for this, be sure to show your appreciation.Â
Here are six ways you can show and tell your customers you’re thankful for their feedback.Â
It’s a customer service best practice to always follow up with your customers. This can be done publicly or privately, as long as you’re doing it. If they had a great experience and provided positive feedback, follow up, and ask what made their experience so great. If they had a bad experience, check-in and see if there’s anything you can do to improve it and how you can make changes for future customers, too. They’ll appreciate you taking the time to rectify a poor customer experience and it allows you to turn a detractor into a promoter.
It’s important to prioritize responding to customer reviews and feedback. Not only does the feedback help you improve your business and services for future customers, but it also helps show your customers you care.Â
Eighty-eight percent of consumers would shop with a business that responded to all reviews while only 47% of consumers would shop with a business that didn’t respond to reviews at all, according to research. So the numbers are in your favor if you respond to reviews, and your customers will appreciate the effort too.Â
If you make it a point to cultivate a culture of feedback at your business, it becomes second nature for your teams to act on the feedback they get. Part of having feedback front-and-center involves having a customer-centric culture. You can incentivize your teams to offer the best experiences and to respond to customers promptly and effectively. By giving your front line direct access to feedback, you empower them to take action and make improvements too.
You can automate a quick thank you note that is personalized with the customer's name. Your customers want to feel special, 73% of them want to be treated as individuals instead of as a number, according to data from Salesforce. Adding in any note of personalization can help accomplish this.
It’s a good practice to thank your customers after they take the time and make the effort to provide feedback. The “thank you” can be short and communicate that you’re thankful they provided feedback. An example would be, “Thank you so much for taking the time to provide feedback! We look at every piece of feedback we get and use it to improve the customer experience.”
If you want to go the extra mile to thank your customers for giving feedback, you can reward them with loyalty points, coupons, or exclusive offers. This is just another way to show your appreciation for their time and energy toward helping your business improve. Plus, this can help make them a return customer because it offers an incentive to make another purchase later on.Â
Lastly, one of the best ways to show your customers you’re grateful for their time is to take up less of it. Making it easy for them to provide feedback saves them time and makes them more likely to want to offer it. And in the end, the more feedback, the better, and more feedback comes in when it’s easier to ask for it. You can also take it a step further and make it easy for your customers to turn their feedback into reviews using AskNicely’s review request feature.Â
Hopefully you're already feeling grateful for the feedback you receive. But if not, now's a good time to get comfortable with the idea that feedback can make your business and your frontline teams stronger and more effective. Using feedback to increase customer satisfaction metrics like customer satisfaction score and net promoter score can actually impact your bottom line. So start thinking about how you can better utilize feedback today.
