As a part of a special series to help launch Duct Tape Selling we’ve asked the marketing experts at many of the valuable resources mentioned in the new book to teach us a thing or two about selling. Wufoo is mentioned in chapter 7 – Teaching Sells. Enjoy the below post from Johan from Wufoo.
When setting up your one question testimonial, it’s easy to focus on the customers who would refer your product or service to friends and ignore the ones who wouldn’t. But this would be a big mistake. The customers who wouldn’t refer you to a friend are a great source of information to help you find out what went wrong and what you could do better.
If the Customer Selects 1-4
If your customer selects 1-4 on your one question testimonial, you’ll want to redirect that user to a page where a) you can apologize that they had a bad experience, and b) lets the customer know that you’ve been notified of their experience and that you will be in touch with them shortly. The page should be short, apologetic in tone, and you should really follow through and make sure to contact the customer to let them know you really do care about their feedback. This is your chance to help save a customer.
If the Customer Selects 5-7
In the cases where your customer answered 5-7, this is a great opportunity for you to get some feedback on how to improve your product or service. These customers should be redirected to a form where you ask the customer a single question, “What can we do to make your experience better?” A simple text box is enough to allow these customers the ability to vent a bit and really express the issues they encountered that would prevent them from referring you to a friend. You can use these responses to inform your product changes and help define what you could do to change your service for the better. Once the customer completes the form, make sure you thank them for their feedback to let them know that you value their opinions.
Now for the fun stuff! [Read more…] about Tips On Setting Up Your One Question Testimonial Machine