External Blog  —  “Two Purposes of User Feedback” by Seth Godin:

http://sethgodin.typepad.com/seths_blog/2014/09/two-purposes-of-user-feedback.html

1. Let users express their opinions so that the organizations know what they should do to improve themselves.
2. Let the organizations know what mistakes they’ve made and how to fix the mistakes to maintain long-term relationship with customers.         

This blog is about the significance of doing after-sale services. Having customers’ feedbacks can help the organizations and small business to know what they have done annoys the customers, and what mistakes they should fix. Feedback is very important, because open customer communication can really set the companies on the right path, and customers can express their opinions directly towards the organizations.

As the blogger mentioned, “Your disgruntled customer doesn’t want to hear you to make excuses, and possibly doesn’t even want you to fix yesterday’s problem (probably too late for that), but she does want to know that you know, that you care, and that it’s not going to happen again. Merely listening, really listening, might be enough.”

If the companies want to keep their customers, what they should do is to hear what customers say and know their attitudes towards doing business with the companies. Losing one customer means losing a large amount of profits, so it is important to build a bridge between the organizations with the customers.

Another problem that the blogger mentioned is how to make the customers willing to give a feedback to the organizations. People are not always willing to do a survey for an organization whether they feel happy or annoyed. In this case, it is hard for the organizations to gather people’s opinions and their feedbacks. The blogger’s recommendation in this case is to put the phone number of the regional manager on the receipt. If customers have something to say, the manager just needs to answer the phone call and listen to the customers’ feedbacks. That is simple, but also very useful. In addtion, giving customers cash back is also a good method to attract people to do the survey.

To sum up, doing after-sale service is really important to both the customers and the development of the organizations. It can increase customer relationship, and the managers can get good ideas to manage the organizations. In order to attract more customers, the organizations should make full use of the user feedbacks, and get some ideas to develop their organizations better.

Here is a link to another blog that has a lot of good methods to get feedbacks:

https://blog.kissmetrics.com/best-ways-to-get-feedback/