Question 1

Reply to Customer Feedback (1st-party Reviews)

Accepted Answer

Customer Feedback Centre makes it easy to reply to customer feedback.

Respond to feedback from a Customer Profile via Customer Activity

Reply using links in a Customer Feedback Email Notification

You can also choose to respond to feedback:

Publicly (response is displayed in Review Widget)

Respond via Customer Activity

To respond to customer feedback via Customer Activity complete the following steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to reply to 1st-party reviews for from the Business Dashboard.

In Customer Activity, click Manage and select Respond for the entry you wish to reply to.

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You are now in the Customer Profile and can choose to Publicly Respond or Privately Respond to the selected content.

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Reply via Customer Feedback Email Notification

Easily reply to customer feedback from the Customer Feedback Email Notification. Click Respond Privately or Respond Publicly to be directed to the customer's profile and complete your reply.

Question 2

Positive Feedback – What should I do?

Accepted Answer

Question:

"I’ve been asking customers for feedback, and it is starting to roll in. Some of the responses are really uplifting - I didn’t even know your customers felt that way! But what should you do when you receive it?"

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Answer:

One of the great things about proactively asking for and tracking feedback is that it helps you identify your best, happiest customers. Many times, these people are your best advocates - and they are telling their family and friends about you.

The value of these customers is unlimited - not only will they come back to you time and time again with new business, they will also recommend you to others!

By using Customer Feedback Centre an automated customisable "Thank You" email will have already gone out to the customer, but it is a good idea to identify your most loyal customers and make sure they know you appreciate them.

Here are a few suggestions on what you could do for them in addition to having Customer Feedback Centre send out a Thank You email:

1- Send them a hand-written thank you note

2- Send them a discount or a coupon

3- Invite them to a special event

4- Ask them to vote on a favorite charity and make a donation

5- Ask if they would be willing to be profiled

If the customer left you a positive "Online Review" make sure to comment on the review with a personal "Thank you" if the online review platform allows you to do so.

Reply to Customer Feedback (1st-party Reviews)

Positive Feedback – What should I do?

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