Helping small business owners collect, analyze, and act on feedback to improve customer satisfaction and online reputation.
Set Up Feedback Collection Systems
Choose feedback channels:
Online reviews (Google, Yelp, Facebook, industry-specific platforms)
Surveys (Google Forms, Typeform, SurveyMonkey)
Email/SMS follow-ups (Post-purchase: “How was your experience?”)
In-person/phone feedback (For brick-and-mortar businesses)
Use tools like Birdeye, Podium, or Trustpilot to prompt happy customers for reviews.
Set up post-purchase email sequences (e.g., via Mailchimp or Klaviyo). Monitor Reviews & Mentions
Track online reviews daily/weekly:
Industry-specific sites (e.g., TripAdvisor for hospitality)
Social media (Facebook, Instagram, Twitter)
Google Alerts (for brand mentions)
Reputation management software (e.g., ReviewTrackers, Yotpo) Respond to Feedback Professionally
Thank the customer by name.
Personalize responses (avoid generic replies).
Example: “Thanks, [Name]! We’re thrilled you loved [product/service]. Hope to see you again soon!”
Respond within 24–48 hours.
Apologize (even if you disagree) and take the conversation offline.
Example: “We’re sorry to hear this, [Name]. We’ve sent you a DM/email to resolve this—please check your inbox.”
Report fraudulent reviews to the platform (Google, Yelp, etc.). Analyze & Act on Feedback
Common complaints (e.g., slow shipping, product quality).
Frequent praise (highlight these in marketing!).
Share insights with your team:
Hold monthly meetings to discuss feedback-driven improvements.
Train staff on recurring issues (e.g., customer service gaps).
Adjust policies (e.g., return process, response times).
Update product/service based on valid critiques. Encourage More Reviews
After a positive interaction (e.g., post-purchase, support resolution).
Example: “Loved serving you! Could you share your experience on [Google/Yelp]?”
Offer entry into a giveaway or discount for leaving a review (but never pay for fake reviews).
Use QR codes linking to review pages on receipts/packaging. Leverage Positive Feedback
Feature testimonials on your website/social media.
Create “Customer of the Week” highlights.
Add quotes to ads, email signatures, or product pages.
Case studies for B2B businesses. Maintain Compliance & Ethics
Follow platform guidelines:
Avoid fake reviews (illegal and penalized by Google/Yelp).
Disclose incentives (if offering discounts for reviews).
If collecting feedback in the EU/California, ensure data privacy. Bonus Tools
Review management: Birdeye, Grade.us
Survey tools: Delighted, AskNicely
Social listening: Hootsuite, Mention
Pro Tip : A simple “What’s one thing we could improve?” question in surveys often yields actionable insights!
