{"id":41730,"date":"2020-03-16T00:00:00","date_gmt":"2020-03-16T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-feedback\/"},"modified":"2025-03-13T06:28:59","modified_gmt":"2025-03-13T13:28:59","slug":"customer-feedback","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-feedback\/","title":{"rendered":"Customer feedback: build your process using these 4 pillars"},"content":{"rendered":"<p>What is the best way to get customer feedback? However you go about obtaining it, there\u2019s no denying that dealing with customer feedback is essential to running a business. Learning how to take it, run with it, and implement it will form your customer feedback process.<\/p>\n<p>One of the best pieces of advice when it comes to a customer feedback process is \u201cdon\u2019t be intimidated.\u201d It takes effort, and there are tons of factors to consider, but it\u2019s well worth it. Because no matter how good your product or service is, someone, somewhere, is going to have an issue. So it\u2019s best to be prepared.<\/p>\n<p>In this article, we\u2019ll look at:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#The benefits of customer feedback\">The benefits of customer feedback<\/a><\/li>\n<li><a href=\"#4 steps to creating a great customer feedback process\">4 steps to creating a great customer feedback process<\/a><\/li>\n<li><a href=\"#4 examples of brands that successfully implemented customer feedback\">4 examples of brands that successfully implemented customer feedback<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">Are you implementing your customers&#8217; feedback? See how customer-obsessed your business is\u2014take the quiz! \ud83d\udc47<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf\" data-id=\"6a00ca566fe6a\" id=\"6a00ca566fe6a\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a00ca566fe6a.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide better customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Ready to see how your business stacks up? <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take the quiz\">Take the quiz<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a00ca566fe6a.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy the quiz! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"The benefits of customer feedback\"><\/a><\/p>\n<h2>The benefits of customer feedback<\/h2>\n<p>The biggest benefit of customer feedback is also the most obvious: it gives you insight into your products and services and therefore helps you improve them.<\/p>\n<p>Let\u2019s say, for example, you\u2019re launching a new type of software. Perfect launches of brand-new products are rare. Even with focus groups, testers, or if you <a href=\"https:\/\/www.rainforestqa.com\/blog\/hire-qa-engineer\">hire a QA engineer<\/a> (quality assurance\u00a0 engineers), the first wave of paying customers is likely to find problems.<\/p>\n<p>Here\u2019s a tweet that sums it up pretty well:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-4531 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-60.png\" alt=\"Brenan Keller Tweet\" width=\"590\" height=\"161\" \/><\/p>\n<p>A good customer feedback system, for any type of business, is essential. Feedback will help you measure your customer satisfaction, and if implemented correctly, it shows customers that you value their opinions and concerns.<\/p>\n<p>Your system will also show you if your overall business strategy is working: are you speaking to your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-find-your-target-audience\/\" target=\"_blank\" rel=\"noopener noreferrer\">target audience<\/a>? Are your products successful with the demographic you\u2019ve been marketing to? Done right, collecting feedback will generate a wealth of insights.<\/p>\n<p>Customer feedback success stories often draw more customers to your business\u2014and can help you keep up your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention rate<\/a> too. Use this valuable feedback to create loyal customers who will value your brand, choose it over competitors, and recommend it to their friends, families, and colleagues.<\/p>\n<p>Before we talk about some examples, here\u2019s one more fact to keep in mind: customer feedback is a <strong>continuous loop<\/strong>. Once you\u2019ve collected and resolved it, you need to follow up, collect more, and keep resolving. Customer feedback will never end, so a good system requires constant vigilance.<\/p>\n<p><a name=\"4 steps to creating a great customer feedback process\"><\/a><\/p>\n<h2>How to create a customer feedback process in 4 steps<\/h2>\n<p>There are countless methods of collecting customer feedback, so you\u2019ll need to decide which ones are right for you and your business. Don\u2019t let the possibilities overwhelm you\u2014here\u2019s a step-by-step guide to creating a customer feedback process that will help you to continuously improve.<\/p>\n<p><i>\u200b<\/i>[ebook-download title=&#8221;How customer-obsessed is your business?&#8221; link=&#8221;https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf&#8221; cta-text=&#8221;Take the quiz&#8221; src=&#8221;&#8221;]<\/p>\n<h3>1. <span style=\"text-decoration: underline;\">Measure customer satisfaction<\/span><\/h3>\n<p>Monitoring satisfaction over time is tremendously useful to a business and will show you what\u2019s working and what isn\u2019t. You can track your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/happy-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">happy customers<\/a> through a variety of methods and a variety of channels. Let\u2019s break them down, starting with the methods.<\/p>\n<h4><em>The methods<\/em><\/h4>\n<h5>Method 1: customer satisfaction rating<\/h5>\n<p>A customer satisfaction (or CSAT for short) rating simply asks customers how satisfied they are with your business. It should use an understandable scale, from numerical (such as 1 for extremely dissatisfied to 10 for extremely satisfied) to visual (unhappy face, neutral face, happy face).<\/p>\n<p>These ratings are usually accompanied by an open-ended <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/satisfaction-survey-questions\/\" target=\"_blank\" rel=\"noopener noreferrer\">satisfaction survey question<\/a> asking how to improve for next time. CSAT scores are easy to collect and don\u2019t require much effort on behalf of the customer. But they\u2019re also not very in-depth.<\/p>\n<h5>Method 2: Net Promoter Score<\/h5>\n<p>The Net Promoter Score, or NPS for short, is another commonly used method. It asks the question \u201cHow likely is it that you would recommend our company\/product\/service to a friend or colleague?\u201d The answer is scored on a scale from 1 to 10, with 1 being the lowest and 10 the highest.<\/p>\n<p>The NPS goes deeper than the CSAT rating because it not only scores satisfaction, but also loyalty. Think about it this way: would you rather have a satisfied customer, or a loyal customer?<\/p>\n<p>At first, that may seem like a strange question. But just because a customer is satisfied doesn\u2019t mean they\u2019re going to go out and recommend you to their friends or colleagues, or that they\u2019ll even keep coming back. In contrast, a loyal customer is more likely to do both.<\/p>\n<p>As with the CSAT, an NPS question should be followed by an open-ended question asking for more details, such as why the respondent would recommend your business.<\/p>\n<p>These two basic measurement methods are used globally for all types of comments. Using a tool like<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ringcentral-delivers-meaningful-efficiencies-in-manufacturing-customer-survey-reveals\/\" target=\"_blank\" rel=\"noopener noreferrer\"> RingCentral Surveys<\/a>, you can quickly and easily build surveys for your customers while measuring NPS, Customer Effort scores, and more.<\/p>\n<p>But how do you get your answers? Here are the most common channels for businesses to engage with their customers.<\/p>\n<h4><em>The channels<\/em><\/h4>\n<h5>A) Email surveys<\/h5>\n<figure id=\"attachment_4533\" aria-describedby=\"caption-attachment-4533\" style=\"width: 688px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-4533 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-101.png\" alt=\"An email survey from Airbnb\" width=\"688\" height=\"664\" \/><figcaption id=\"caption-attachment-4533\" class=\"wp-caption-text\">An email survey from Airbnb<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>If you\u2019ve ever sent a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/welcome-email\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome email<\/a> to your customers, that means you have their email addresses. Which means they\u2019ve probably purchased your product or signed up for newsletters\/alerts&#8230; Which makes them the perfect people to ask for feedback.<\/p>\n<p>Make sure to word your emails in a way that tells customers their feedback is important to you, as this will make them more likely to respond.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Interested in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/email-marketing-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">email marketing<\/a>? Here are a few<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/email-marketing-templates\/\" target=\"_blank\" rel=\"noopener noreferrer\"> email marketing templates<\/a> you can use.<\/p>\n<\/div>\n<h5>B) Your company website<\/h5>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-4534 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image7-42.png\" alt=\"RingCentral feedback chat\" width=\"695\" height=\"397\" \/><\/p>\n<p>People who visit your website are there for a reason, so it makes sense to ask visitors for feedback. This can be done easily and quickly through in-site chats and pop-ups.<\/p>\n<p>Either way, your site should have a detailed contact page. Contact forms, email addresses, and\/or phone numbers should all be listed. A key part of your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-principles\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service principles<\/a> should be to make sure your customers know their voices are being heard\u2014don\u2019t restrict their ability to contact you!<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a>.<\/p>\n<\/div>\n<p>Perhaps your site also contains support pages. If so, <a href=\"https:\/\/analytics.google.com\/analytics\/web\/provision\/#\/provision\" target=\"_blank\" rel=\"noopener noreferrer\">Google Analytics<\/a> is great for monitoring visitors to your site\u2014where they come from, what pages they\u2019re visiting, and how long they\u2019re spending there. If you have a support section on your site that visitors aren\u2019t using, Google Analytics will tell you, so you can focus on making it more useful.<\/p>\n<p>Lastly, there are <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-review-examples\/\">customer reviews<\/a>, whether they\u2019re on your site or elsewhere. When it comes to online reviews, customers aren\u2019t likely to censor themselves, so you can gain valuable insights (even if some might be humbling for you to read). Make sure to keep up with online reviews wherever your products are sold.<\/p>\n<h5>C) In person<\/h5>\n<p>If your business has a physical location, in-person interactions can yield valuable feedback. Enhance this process by leveraging a <a href=\"https:\/\/www.uniqode.com\/blog\/qr-code-buying-guide\/how-to-select-the-best-qr-code-generator\/\">secure QR code generator<\/a> for streamlined feedback collection. Start with open-ended or general questions, such as the ratings provided earlier, and delve deeper from there.<\/p>\n<p>When talking to customers, do your best not to sway their answers in a certain direction by asking leading questions (for example, \u201cHow terrible is our competitor\u2019s customer service compared to ours?\u201d). If a customer is willing to talk to you, then you should be willing to listen to what they want to say. Every subject that they want to discuss should be a learning experience for your business.<\/p>\n<h5>D) Social media listening<\/h5>\n<p>Social media channels are a great source of candid and unfiltered feedback.<\/p>\n<p>Monitoring different social channels is a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/social-media-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">social media best practice<\/a> and can give you a good idea of what people are really saying about your brand. But social media can be a double-edged sword, and sometimes, you\u2019ll need to keep a thick skin. As said above, while customers that you talk to in person will usually be polite, online users are often less restrained.<\/p>\n<p>It\u2019s okay. If you see harsh, negative comments about your brand online, you\u2019ll learn more about how to improve. Instead of automatically getting defensive, think about the root of your customer\u2019s complaint and how you can address it. And don\u2019t take it personally. Sometimes, people are just having a bad day, and an online rant about a (to them, at least) faceless brand is an easy target.<\/p>\n<p><a href=\"https:\/\/www.google.com\/alerts\" target=\"_blank\" rel=\"noopener noreferrer\">Google Alerts<\/a> are extremely useful for monitoring your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/brand-awareness\/\" target=\"_blank\" rel=\"noopener noreferrer\">brand awareness<\/a>\u2014and any mentions of your business online. Once you\u2019ve set up an alert for your brand\u2019s name, you\u2019ll be notified whenever someone writes something about your brand, whether it\u2019s on social media, blog posts, published articles, website copy, or even scientific articles.<\/p>\n<h3>2. <span style=\"text-decoration: underline;\">Categorize your feedback<\/span><\/h3>\n<p>You\u2019ve collected your feedback, and now you have lots of information from customers about what they like and don\u2019t like. Now you need to figure out what to do with it.<\/p>\n<p>To make it easier on yourself, you\u2019ll need to build a categorization system for customer feedback. Again, this system should be unique to your business. Perhaps you\u2019re noticing that complaints are mainly about two subjects, such as your product\u2019s flaws and your marketing emails. Finding these patterns will show you how to categorize everything you receive.<\/p>\n<p>There should always be a balance, so don\u2019t over-categorize. It\u2019s okay to have a miscellaneous category for feedback that doesn\u2019t quite fit in with anything else.<\/p>\n<h3>3. <span style=\"text-decoration: underline;\">Implement feedback<\/span><\/h3>\n<p>Collecting thoughts and perspectives on your business is only useful if you\u2019re doing something with it. Otherwise, you\u2019re wasting your time\u2014and your customers\u2019 time.<\/p>\n<p>Your feedback has been categorized, so now you can see where your biggest problem areas are. It\u2019s time to take that feedback and implement it.<\/p>\n<p>If necessary, divide up responsibility for different feedback categories\u2014perhaps there are other individuals or teams within your business who are better equipped to implement this feedback then you are. Just make sure that feedback is clearly grouped and communicated so that none of it is taken out of context.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Make sure you\u2019re sharing all this feedback with each other so that no one\u2019s out of the loop. Here are a few <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication tools<\/a> that can help with that.<\/p>\n<\/div>\n<h3>4. <span style=\"text-decoration: underline;\">Follow up<\/span><\/h3>\n<p>The last step of the feedback process is the one that gets left out most often. After you\u2019ve collected and implemented feedback, your business should do its best to follow up with customers who gave the feedback in the first place.<\/p>\n<p>This step will allow you to further refine your feedback process and get an in-depth understanding of issues. Are customers happy with the efforts you\u2019ve made? What more can you do to improve?<\/p>\n<p>The importance of this step can\u2019t be overstated. Not only will this help you understand if your implementation strategy has been successful, but it also shows your customers that you care about what they have to say and are willing to act on it.<\/p>\n<p>Sending follow-up <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/support-email\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support emails<\/a> (or emails to previous respondents), talking to customers in person, and monitoring or even reaching out to social media accounts that have previously mentioned your brand are all great ways to follow up.<\/p>\n<p>As we\u2019ve already said, feedback is a continuous loop. So close the loop!<br \/>\n<a name=\"4 examples of brands that successfully implemented customer feedback\"><\/a><\/p>\n<h2>4 brands that successfully implemented customer feedback<\/h2>\n<p>Here are four <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-success-stories\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success stories<\/a> that highlight the importance of listening to customer feedback and acting on it.<\/p>\n<h3><span style=\"text-decoration: underline;\">McDonald\u2019s UK<\/span><\/h3>\n<figure id=\"attachment_4535\" aria-describedby=\"caption-attachment-4535\" style=\"width: 512px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-4535\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-82.png\" alt=\"McDonald\u2019s tweets about their new paper straws\" width=\"512\" height=\"157\" \/><figcaption id=\"caption-attachment-4535\" class=\"wp-caption-text\">McDonald\u2019s tweets about their new paper straws<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>It makes sense that the biggest fast food chain in the world produces a lot of waste. A few years ago, as the movement away from plastic drinking straws intensified, McDonald\u2019s came under fire for their lack of environmentally friendly alternatives.<\/p>\n<p>Online petitions gathered hundreds of thousands of signatures, and McDonald\u2019s listened. In 2018, they announced that they were banning all plastic straws from their restaurants.<\/p>\n<p>McDonald\u2019s first attempt at plastic straws didn\u2019t go smoothly\u2014customers complained that the straws kept disintegrating into their drinks. So they quickly released a new paper straw made of sturdier material.<\/p>\n<p>McDonald\u2019s was widely praised for their decision, as well as the speed at which they released updated straws when their first stab at paper straws didn\u2019t work out.<\/p>\n<h3><span style=\"text-decoration: underline;\">Taco Bell<\/span><\/h3>\n<figure id=\"attachment_4536\" aria-describedby=\"caption-attachment-4536\" style=\"width: 500px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-4536\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-76.png\" alt=\"Taco Bell\u2019s twitter account is known for funny tweets and snappy comebacks.\" width=\"500\" height=\"345\" \/><figcaption id=\"caption-attachment-4536\" class=\"wp-caption-text\">Taco Bell\u2019s twitter account is known for funny tweets and snappy comebacks.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>Another fast food giant, Taco Bell is widely recognized as one of the<a href=\"https:\/\/awario.com\/blog\/case-study-taco-bell-rocks-social-media-can-learn\/\" target=\"_blank\" rel=\"noopener noreferrer\"> most innovative social media companies on the market.<\/a> They have a dedicated team that listens to social media chatter around the clock, monitoring online activity to find and address customer complaints on a public stage.<\/p>\n<p>So when the team noticed a number of tweets complaining about the lack of cheese in the quesalupa (a limited-time blend of a quesadilla and a chalupa), they were on it. They immediately began sending out emails to their stores, reminding them to keep the quesalupa recipe consistent and make sure they were using enough cheese.<\/p>\n<p>This is the perfect example of using social media to get to the root of the problem. Taco Bell\u2019s team saw an issue and immediately addressed it as fast as they could, using social media as their feedback channel.<\/p>\n<h3><span style=\"text-decoration: underline;\">Trader Joe\u2019s<\/span><\/h3>\n<figure id=\"attachment_4538\" aria-describedby=\"caption-attachment-4538\" style=\"width: 470px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-4538\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-119.png\" alt=\"\" width=\"470\" height=\"350\" \/><figcaption id=\"caption-attachment-4538\" class=\"wp-caption-text\">The interior of a Trader Joe\u2019s in Orange County, California<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>Trader Joe\u2019s, a US-based supermarket chain, is widely beloved by its customers. They\u2019re known for their friendly employees, who are paid above industry average. They also don\u2019t carry major brands, instead often stocking their own in-house brands, which in many cases are considerably cheaper than brand name products.<\/p>\n<p>Trader Joe\u2019s is also known for their quirky trading-post-themed d\u00e9cor\u2014however, this has, at times, resulted in complaints about confusing store layouts. So, their staff are trained to engage immediately with anyone who looks even remotely confused and ask if they can lead the way to a product or section.<\/p>\n<p>To further increase <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a>, Trader Joe\u2019s employees stock shelves mainly while stores are open to customers, unlike other supermarket chains. This way, staff can stock products while keeping an eye out for lost shoppers.<\/p>\n<h3><span style=\"text-decoration: underline;\">Target<\/span><\/h3>\n<figure id=\"attachment_4537\" aria-describedby=\"caption-attachment-4537\" style=\"width: 695px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-medium wp-image-4537\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-46.png\" alt=\"Target is another brand that\u2019s great at Twitter engagement, even if their tweets are sometimes a little out there.\" width=\"695\" height=\"168\" \/><figcaption id=\"caption-attachment-4537\" class=\"wp-caption-text\">Target is another brand that\u2019s great at Twitter engagement, even if their tweets are sometimes a little out there.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>Back in 2014, retail giant Target started getting more and more comments\u2014both in stores and online\u2014about the layout of their toys section. Target\u2019s toy areas were strictly divided between gender lines, with pink sections for girls and blue sections for boys.<\/p>\n<p>One picture, in particular, became subject to intense debate. This <a href=\"https:\/\/twitter.com\/abianne\/status\/605503223575781376?lang=en\" target=\"_blank\" rel=\"noopener noreferrer\">tweet<\/a> by Abi Bechtel of Ohio shows an aisle labeled as \u201cbuilding sets\u201d and \u201cgirl\u2019s building sets.\u201d<\/p>\n<p>Instead of trying to defend this face-palming setup, Target quickly announced that they were removing all gender-based labels from their toy sections. This is a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/great-customer-service-stories\" target=\"_blank\" rel=\"noopener noreferrer\">great customer service story<\/a> about a company recognizing that times change and outdated perspectives need to be left behind.<\/p>\n<h2>Use the right tools for getting customer feedback<\/h2>\n<p>There are lots of tools out there that can help you collect customer feedback. Use them! A good system will make your life a lot easier. <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Contact Center\u2122<\/a> is built for interacting with customers and getting their feedback:<\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p>The platform is omnichannel, meaning it gives you a single intuitive interface for customer interactions on the device and platform of their choice\u2014voice or web chat, social media channels or email, and more.<\/p>\n<p>If you get lots of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">inbound calls<\/a> from customers, Contact Center also supports intelligent call routing to quickly direct callers to the best support agent for their needs.<\/p>\n<p>With a good customer feedback process in place, you can continuously improve your products and services while inspiring loyalty in customers. It\u2019s an essential pillar of any business, so get the right tools in place to start building it now. And once it\u2019s in place, close that loop!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is the best way to get customer feedback? However you go about obtaining it, there\u2019s no denying that dealing with customer feedback is essential to running a business. Learning how to take it, run with it, and implement it will form your customer feedback process. One of the best pieces of advice when it &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46863,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[743,817,15541],"class_list":["post-41730","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-customer-experience","tag-customer-feedback","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer feedback: build your process using these 4 pillars | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn how to build a strong customer feedback process, including 4 key pillars and tools you need to gather that feedback.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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