We have all been aware of the rise in customer review websites, such as TripAdvisor or mouthshut.com whereby consumers can review pretty much any product they have bought or place they have visited – which in turn causes its own issues for marketers. However, I really like transparency of customer service this type of website provides and it got me thinking about the B2B arena and whether the same principals could be applied.
After all with the launch of our fully integrated sales, marketing and media services under the new ‘Your Sales Team Cloud’ umbrella, we are operating in a full service industry. The satisfaction of our customers really and truly matters, plus I personally wanted to take the concept of customer feedback much further than the typical case study that you see on most marketing agencies websites. After all customer satisfaction is our primary aim and our goal is to achieve 95% or more. To that end it is ingrained into the culture here at ‘Your Sales Team Cloud’, with each and every member of staff incentivised to achieve it.
In November we will be launching our brand new website www.yoursalesteamcloud.com and I bet you can guess what I am going to say. Yes, by January 2012 there will be an element whereby we will display all our customer reviews. We are asking our customers for feedback at three phases- the beginning, middle and end of a campaign.
Customers will not be able to post directly to our website but any visitors will be able to view all our customer satisfaction surveys. With aim of giving complete transparency there will be no editing and every single customer that provides feedback will be featured on our website and independently audited to ISO9001 accreditation. For confidentiality reasons, company names and contact details will not be provided but it will make our service only as good as its last review. The days of being able to pick and choose the testimonials and case studies, you show to customers are over.
Why are we doing it? Well we can’t tell our customers how they should be communicating with their existing and potential customers without practicing what we preach. We already have all the internal processes in place and have over 50 customer reviews from our existing clients. At the end of the day we all know the figures, it is far easier in time, effort and cold hard cash to retain customers than constantly seeking out new ones.
We hope to demonstrate that our customers and customer loyalty is central to everything we do at Your Sales Team Cloud. So how do you measure customer satisfaction or collate customer feedback, let me know by commenting below or tweet me @leehackett1.
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