Analyzing Business Communication Strategies to Garner Client Feedback

This report provides a comprehensive analysis of various strategies businesses can employ to effectively garner client feedback. It emphasizes the importance of client feedback for business success, highlighting how it guides businesses, improves processes, and addresses shortcomings. The report explores several key strategies, including customer relationship management (CRM) which involves building and maintaining beneficial relationships with customers through meetings, dedicated relationship managers, and frequent feedback solicitation. It also discusses the significance of social listening across platforms like Facebook, Twitter, and Instagram to monitor brand perception and address customer issues. The report highlights the importance of interactive website design, including feedback sections and chatbots, as well as the use of exit interviews to understand reasons for service discontinuation. Furthermore, it stresses the necessity of responding promptly to feedback, measuring response rates, and leveraging client testimonials to improve brand positioning and encourage further feedback. The report concludes by emphasizing the importance of a proactive approach to soliciting and utilizing client feedback for continuous business improvement.

Business Communication

Strategies to garner client feedback
Client feedbacks are extremely crucial for the success of any business. Feedbacks from clients
guide the business in the right direction and helps the business to improvise its process and fill
loopholes if any. However, it is not always easy to receive feedbacks from clients. They must be
encouraged and motivated to provide feedback. Given below are a few process strategies that can
be adopted by the business to encourage clients to give transparent feedback (both positive and
negative) to the business.
Customer relationship management
Customer relationship management refers to the building and maintaining mutually beneficial
relationships with customers. Effective CRM strategies can assist the business in identifying
changing consumer needs, building relationships, attaining feedback and improving performance
(Ernst et. al., 2011). Since a long time, customer relationships management is being used as a
strategy to garner feedback from clients, understand their needs and address their grievances if
any.
The referred organization in the case study must also focus on improving its customer
relationship management strategies in order to ensure that client feedbacks are received at
frequent intervals. Customer relationships strategies would include conducting meetings, having
a designated relationship manager for every client and seeking client feedback in frequent
intervals (Goddard et. al., 2012). Meetings with clients help in understanding customer problems
and gaining a transparent feedback in the most effective manner. Few issues can even be
resolved during the meeting and such prompt service will surely add on to customer experience.
However, frequent meetings are time consuming.
A dedicated customer relationship manager must be assigned to every client of the business. This
will make sure that the client can always know exactly whom to reach out to (Kumar & Reinartz,
2012). A team for customer relationship management must be in place and the team’s contact
information must be shared with all clients at the time of onboarding. Their details must also be
available on the company’s website as well as on the signatures of all official E-mails.

Social listening
Social listening refers to the process of being completely aware of what is being spoken about
the business on all social media channels (Powell et. al., 2016). These social media channels
include Facebook, Twitter, Instagram and even Pinterest. Organization must ensure that twitter
and Facebook mentions are responded to and analyzed in an efficient manner (Heller & Parasnis,
2011). It has been often noticed that customers who face any problems resort to social media in
order to gain attention and get their issue resolved (Brennan & Croft, 2012). This is possible
because organizations are beginning to understand the power and reach of social media. A
negative review on social media can vastly impact the brand’s positioning irrespective of
anything that the brand has accomplished before. Therefore, this business must also ensure that
they are actively aware of all social media mentions and tags. This would not only help in
gaining customer feedback but would also assist in improving the brand’s online positioning
(Kerpen, 2011).
Feedback through website
Every time a customer faces a particular issue, it is the tendency of the customer to reach out to
the organization. This can be done via phone, email, social media or the company’s website.
Therefore curating the website interactively is very important for the success of the business
(Belanche et. al., 2012). The company’s website must have a section for client feedbacks.
Chatbots should be installed on the company’s website to make the website interactive.
Customers can provide feedback on the website itself with the help of these technologically
advanced and methodically coded chatbots (Khan & Das, 2018).
Exit interview for clients
An exit interview for clients is not necessarily an interview but simply a phone call or a meeting
to understand the reason for quitting association with the business. Agricultural machinery is an
industry where customers would ideally be associated with their suppliers for a long time.
Therefore, it is important to focus on client retention. To achieve this, if a particular client does
not renew the service, the client must be contacted for a transparent feedback. The client who

does not renew the service must have had reasons and it is important for the business to know
those reason.
Respond to feedback
Needless to say, in order to get more feedback from clients, it is highly important to address their
grievances and fix their problems. Otherwise, the entire process of gaining feedbacks from
customers becomes redundant (Lambert & Shimokawa, 2011). A client associated with the
business would also not give a feedback if he or she feels that the feedback given is not being
addressed in an effective manner. On the other hand, if the business continues to respond to
feedbacks in a timely and effective manner then the client too would be encouraged to provide
genuine feedback (Wang et. al., 2011)
Measure feedback response rate
The business must also keep a track about how it is managing feedbacks given by clients. An
analysis must be conducted about the average time that the business is taking to respond to a
feedback and must continuously strive to reduce that. Secondly, once the feedback given by the
client is addressed and resolved, then the client must also be asked for a feedback about the
feedback process. Encouraging client engagement will provide better feedback (Price et. al.,
2011). Here the client would be able to express if the feedback or grievance was addressed
properly or not. This data would help the business in understanding the intricacies of their
feedback process and would try to improve it further.
Client testimonials
A feedback can be both positive and negative. This part of the report will talk about receiving
positive feedbacks. In order to encourage satisfied clients to share their positive feedbacks, they
must be requested to write testimonials for the business, share positive reviews on the company
website and chatbots. These testimonials should then be shared on the social media pages of the
business. This would improve the overall brand positioning of the business and encourage other
clients also to share their feedback.

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