Customer Journey Feedback Marketing

Scary stats for why people stop buying from businesses

  • 1% die
  • 3% move away
  • 5% follow a friend’s or relative’s recommendation 9% find an alternative they perceive to be better quality or value
  • 14% are dissatisfied with the products or service
  • And a massive  68% of people leave a business because of… indifference. They take their business elsewhere simply because they do not feel valued.

Since a lot of time, money and effort are spent acquiring new clients, if existing clients leave you because of indifference, you might as well be flushing £50 notes away!

Too often the only way for a customer to leave feedback is to go online and post a negative review. Head off that negative word of mouth and encourage more happy customers to leave reviews by making it really easy.

Give out lots of feedback and comment forms – and don’t forget that checkbox that says, “Yes, I give permission to use my comments in your marketing materials.”

Get feedback from customers, friends, business associates, employees:

  • Try to find out who is seeing your message and how they are seeing it
  • When you first start working with a new client/customer ‘seed’ from the outset that you will be asking them for a brief testimonial when the work is completed. Don’t feel embarrassed to ask, and remember to do it! 
  • Thank clients for WOM referrals and recommendations. If someone is sending you lots 
  • of referrals, send a small, quality gift as a thank you.
  • Is your business appropriate for a loyalty scheme to be introduced?
  • If someone has used your service, you could put together a brief questionnaire, perhaps 6 questions. And if it’s only a quick transaction you had with the client, don’t include lots of ‘subjective’ opinion questions.

I received one last week and after 5 minutes I was only 37% through. I zapped it away and emailed back and said it was too long! The power of stats from such surveys is powerful, though. “XX% of customers reported being 99% satisfied with our work” – for example.

Always be willing to tweak and tune your offerings as you go, based on feedback.

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