Hear Your Customers in Real-Time
Feedback provides a simple, non-confrontational way to solicit concerns and compliments from your customers before they leave with a bad taste in their mouth. They give you Feedback. You respond and address the issue. Everyone is happy.
Register for Feedback and help your customers constructively complain today.
Watch How Feedback
Can Help Your Business
Keep a Real-Time Pulse on CX
Feedback Interview with Gina Chapa
VP Guest Experience
American Airlines Center
Thousands of Satisfied Customers – One Scathing Review
That’s all it takes to tarnish your business’ reputation online. Because even one negative review on Google, Facebook, or Yelp can stick out like a sore thumb, even among hundreds of positive ones.
Plus, once they’re up, they’re almost impossible to remove (regardless if the complaint is legitimate or not) and can show up when people search your business even years later. To make matters worse, your best customers rarely leave reviews. They’re happy to patronize your business, week after week, and never think twice about posting online.
The sad truth is, negative word of mouth travels twice as far as praise for great service. And as a business, that leaves you at risk. That changes with Feedback.
Get Back in the Driver’s Seat
Would you be able to drive a car well without being able to see any of the gauges? And what if you weren’t even able to sit in the driver’s seat, and had to operate the car from a distance. If a rattling sound was under the hood, would you ever hear it? If it was low on oil and the engine was minutes away from ceasing, would you have a clue? In other words, how can you drive a car without real-time feedback? This is essentially what a business without a real-time, instant customer feedback loop is attempting to do.
Traditional customer feedback programs rely on paper or online surveys, that are often processed and aggregated weeks later, after being filled out by particularly willing customers. When the results finally make it up the chain, the customer is already upset and has moved on, and the results are given to people who are not in a position to address the situation anyway.
Empower your customers so that they can help you help them, and get back in the driver’s seat.
The Impact of Online Reviews on Businesses
The latest research regarding the impact of negative online reviews is alarming. Negative reviews stop 40% of consumers from engaging with a business. 57% of customers won’t use a business that has an average of fewer than 4 (out of 5) stars (up from 48% in 2017). A single negative review could cost a business 30 customers. A particularly negative review can drive away 40% of potential customers. Three negative reviews can drive away 59% of potential customers. 95% of consumers between the ages of 18 and 34 read online business reviews. Taking care of your customers’ concerns before they air their grievances online is now a critical business function.
Time is of the Essence
There’s no way around it – some of your customers will have poor experiences. As more time passes since the experience, opinions lose focus and value. In fact, according to Service America, of the customers who register a complaint, between 54 and 70% will buy again if their complaint is resolved. That figure goes up to a staggering 95% if the customer feels the complaint was resolved quickly. So when the moment is lost, that game-changing piece of feedback is gone forever. And in the modern era of social media, most, if not all, of your customers will at some point be on their phone during their experience with you. Feedback allows you to harness this fact by providing you with communication tools that allow you to initiate real-time conversations via chat, text, email, or voice, so you can get to the bottom of their dissatisfaction within minutes, instead of days/weeks/never. Let us help you capture their feedback so you can take action, now.
Have A Question About Feedback?
We’re happy to help! Just send us a message using the form and our team will be in contact shortly.