It has never been more important than now to maintain a personal connection with as many of your customers as possible.
Getsatisfaction.com is one way to maintain a close connection to the customer. This service enables companies to get direct feedback from customers in an honest and transparent manner. It provides a two-way communication platform between companies and their customers by allowing both sides to ask and answer questions. By creating these transparent conversations, customers can get help from company representatives or from the community, taking advantage of some of the company’s most knowledgeable and loyal customers.
From the site:
Get Satisfaction is a direct connection between people and companies that fosters problem-solving, promotes sharing, and builds up relationships. Thousands of companies use this neutral space to support customers, exchange ideas, and get feedback about their products and services. Get Satisfaction is open, transparent, and free. You’re free to ask, free to answer, and free to start a new conversation. Everyone is invited and encouraged to participate: companies, employees, customers — anyone with an opinion, an answer, or something to say.
The feedback widget is a great feature to integrate on your company site. It allows visitors to leave instantaneous feedback – an idea, a problem, a question or praise. Feedback is then tracked on your company profile page. This widget is an easy, unobtrusive way to get feedback from customers. Moreover, it personalizes the browsing experience by giving all visitors the ability to share their voices.
Getsatisfaction is especially compelling given the open and transparent nature of the Web. Hiding mistakes or handling decisions poorly can quickly turn into a PR disaster. Gary Vaynerchuk of Wine Library TV recently mentioned the importance of reacting quickly, transparently and honestly to PR problems in a video blog post after his site, Corkd was hacked. Getsatisfaction.com is an excellent tool to make sure such unpleasant situations are handled properly and ensuring customers are satisfied.
