Business owners must be proactive to gather accurate feedback
What Canadian small business owners lack in resources, they can make up for in customer service. According to a recent article from the Globe and Mail, asking customers for feedback is critical to improving the shopping experience.
The Toronto-based luxury goods retailer Holt Renfrew uses a special customer scorecard to poll its customers. Every month, 900 calls are made to customers, asking them about everything about their experience from the way they were greeted to how their follow-up call was conducted.
Further, the company puts special emphasis on rewarding its employees. Whenever a sales associate achieves perfect feedback from customers, the employee is rewarded and recognized in front of his or her peers.
The key is to take note of customer feedback and respond quickly, says the site. By being reactionary, business owners can be sure to implement new policies and maintain customer loyalty levels.
The customer experience can also be improved by making the first and last moments of an interaction pleasant. According to a recent article from CanadaOne, a customer remembers these moments the longest and most vividly, making them critical to the overall experience.
