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SMS - An Effective Channel for Customer Feedback

April 05, 2011 | Comments: 0 | Views: 240

Customer feedback is an essential ingredient for creating and developing the services and offerings your clients want, enhancing the loyalty of customers and increasing the chance of word of mouth referrals. SMS marketing is often overlooked as an effective tool for soliciting customer feedback. SMS can be one of the fastest, cheapest and easiest way to achieve this, as clients may choose to respond and give feedback at any time. Clients may even volunteer feedback when they think of it, after reflection on a certain positive or negative experience. Text messaging is the fastest growing form of communication worldwide, so utilising this medium will ensure maximum reach and response.

Time and Cost Effective

General customer satisfaction surveys or more targeted surveys relating to certain aspects of the customer experience can elicit immediate feedback, and using SMS to initiate these surveys is cheap compared to the time and resources used in traditional customer feedback methods. Sending customer feedback surveys as close in time as possible is the a great way to improve the response rate, and few communication channels are as immediate as SMS. The quicker surveys are sent out, the faster you get responses and are able to act on them.

The savings made in quickly identifying and resurrecting sources of customer dissatisfaction will more than offset cost of investing in an SMS service to take the hard work out of conducting a customer feedback survey. As well as businesses having more time to spend on important issues, customers will be less inconvenienced and annoyed by the process as customer satisfaction surveys can require no more than selecting a number from 1 to 5 and hitting 'reply'.

Minimum Administration

Little administration is required to conduct SMS customer feedback campaigns, especially if you choose to make use of the services of SMS providers. Responses are automatically registered, ensuring replies from each number are recorded and future progress and changes are monitored.

Customers can receive automatic reply depending on their response, both accepting the positive and acknowledging the criticism, which can increase customer loyalty by empowering them within the business. Rewarding you customers for their valuable feedback can also be instantaneous, by offering prizes that all respondents are immediately placed in the draw to win.

Responding to Feedback

Once the survey is closed, data may be automatically tabulated or put into graphs by a service provider to allow easy viewing, comparison and analysis of results. One of the most important aspects of acquiring customer feedback is how you respond to the results. The feedback itself can be a great marketing tool, as positive trends can be communicated back to existing customers and used to draw new clients. Even negative findings can be used to your advantage, as customers will respond positively when you acknowledge criticisms and implement solutions. Results may also be used to enhance individual staff performance, by ensuring members of staff that receive positive feedback are rewarded, while any negative behaviour may be identified and altered.

Knowing your customers needs, and responding effectively to them, is made fast and easy by using SMS marketing to gain feedback. It is a win-win situation, as clients get what they want; the business saves money and makes sales, while employees can understand better exactly what is expected of them. Be seen as a business of innovation and look into SMS customer feedback.

About The Author:

Simon Hine invites you to YourNextVisit - and SMS Marketing and Reminder platform available in Australia, New Zealand and the UK.

YourNextVisit enables you to manage you appointments and organise your contacts in one central place that's easily accessible wherever you go. You can create SMS text campaigns on the fly or use our in-built reminder options to remind your contacts of their appointments. YourNextVisit is your complete SMS Marketing and appointment reminder solution!

(c) Copyright - HineSight Development Pty. Ltd. All Rights Reserved Worldwide.

Source: EzineArticles
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