Reviews Reveal Strengths and Weaknesses

Let customers share their thoughts Knowing Los Angeles as well as I do doesn’t make finding a hotel easy, especially as I read customer feedback on popular travel Web sites. Some of the opinions are scary, and others are funny. In either case, opinions make the difference between staying at one property or another.

This raw data made me think about 1) how much or little we encourage customers to share opinions with us, 2) how that information should be used to influence prospects’ buying decisions, and 3) how feedback provides us with data to make adjustments to items we sell.

Create a feedback form for your Web site, send one by Email after the sale, or place one in mailed packages. This will show customers that you’re not just there during the transaction but also to listen to their opinions. Of course, there’s no reason for this form if you don’t plan to use the information to encourage new sales or make changes.

I’ve chosen a property that’s close to the ocean and full of amenities inside and out. Online reviews were a big help. Can customers say that about your products?

Technorati Tags: Los Angeles, travel Web sites, feedback form, small business marketing

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December 27, 2005 | Filed Under Offline Ideas, Online Ideas, Recent Entries

Comments

2 Responses to “Reviews Reveal Strengths and Weaknesses”

Flora Morris Brown on December 27th, 2005 4:34 pm

Feedback is an important part of any business. If we don’t request it, however, the things we most need to hear that could improve our businesses are only discovered after we’ve lost a customer. Even my handyman asks his customers to complete a questionnaire about his services every year. He must heed what we say since he offers service so great and timely that we don’t mind the fee increase over the years.
Shirley George Frazier on December 27th, 2005 5:17 pm

I’m glad to read that your handyman solicits feedback. His services must keep him very busy, but he’s so smart to distribute questionnaires.

Feedback tends to be overlooked in our haste to bring products and services to market. We truly must stop and think about what we provide from end to end. That makes a crucial difference between doing good business and going out of business.

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