Responding to Customer Feedback

Written by Adriti Gulati

If you’re taking the time to collect customer feedback, you probably understand the importance of doing so: Simply put, collecting customer feedback helps you improve your products or services.

Now take it one step further: what does responding to customer feedback do for your business? Research shows that 60% of customers feel as if their concerns are not being addressed by companies. By taking the time to respond to customers, you’re validating their experiences and making sure their thoughts aren’t falling upon deaf ears. You’re proving to them that you’ll go to great lengths to improve or, at the very least, learn about their customer experience.

Furthermore, there are very few instances of customer feedback that encapsulate a customer’s entire thought process. Is there something in the feedback you want to learn more about? Is there something you can do to improve the customer experience for…