3 Steps to Exceptional Customer Feedback Management, Part 2


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In the last CXO blog, I talked about capturing customer feedback. If you want to improve your business to meet customer needs and wants, you must capture feedback and find out what they want.  Now, what do you do when consumers are giving their feedback?

Step 2- Monitor feedback
There needs to be a moderator for your feedback outlet, such as a forum.  People are able to say whatever they want whenever.  If there is someone on a forum or poll who adamantly disagrees with you or another customer, they may harass whomever they disagree with.  That will clearly discourage others from commenting or giving their feedback on future forums. 

One way to monitor feedback more efficiently is to approve every post before it is allowed to be viewed by the public. This way nothing offensive can be posted to your site.

Choosing the Appropriate Moderator
You can’t choose just anyone to be your moderator.  They can’t be too lenient but they can’t be too strict and decide not to post something just because they disagree with it.  There is a great article on selecting the right candidate to be your moderator on CoolForge.com. It has great tips for choosing the right candidate for you.

Monitoring your customer feedback will help you excel in customer service and will give you the chance to improve your reputation in your industry.

How do you monitor your feedback? What tips do you have?

Come back tomorrow for our final blog in the 3 Steps to Exceptional Customer Feedback series!

Republished with author's permission from original post.

Hoyt Mann
As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.


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