7 Finishing Touches for Your Customer Service Strategy
Quantify their love
Append short surveys to receipts. To help improve the response rate, use the strategy of making a small donation to a charity for every survey completed.
It should start with an overall rating, followed by a drill-down into specific aspects of the visit. "Start out with the two questions that really matter: Will you come back? and Will you refer your friends?" said Solomon. A rating is also a defense against attacks on sites like Yelp. The ability to assert, "On a scale of 1 to 5, 97 percent of customers gave us a 5" is powerful ammunition.