Feedback makes the (online) world go around

Does 2009 call for new rules of customer engagement?

Futurelab blogger Matt Rhodes believes it does. He argues the point in a recent post by describing five ways that brands can harness customer loyalty using the power of social media.

1. Seek out customer opinions - don't wait for your customers to contact you, ask for their complaints and compliments first

2. Streamline your feedback process - make it easy for customers to complain directly to you to stop them from going elsewhere

3. Always respond - don't make the mistake of not responding to feedback, this oversight can make customers feel unwanted

4. Respond publicly - deal with feedback in a public forum to show all customers that you're interested in them

5. Engagement isn't a campaign - your conversation with customers should be on-going rather than campaign based 

Comments

[Mike Hickinbotham]

Really effective and simple points. This should be the basis for all (most) corporations to get into social media.

While it appears simple, the trick is making sure you connect your social media to the right parts of the business that can receive and act upon consumer conversations in a timely and effective manner.

Take care,

Mike

[service-now expert]

Absolutely right. All 5 points all very beneficial to maintain traffic and best point is to respond properly to customer so that they can be satisfy from us.