1. Not Making An Easy, Accessible Process

Your customers are your business and you want them to have a positive experience during their customer journey – that includes when they are giving you feedback. Being thoughtful of their time shows that you value them and respect them.

Make sure when you are collecting feedback that it is brief, succinct, and accessible. Just as in marketing and sales you are trying to make the right offer to the right person at the right time – the same is basically true after the sale when you are collecting customer feedback.

You know who you are reaching, and you want to reach them at a convenient time with the right question. We have all been asked to take surveys that will take ‘just a few minutes’ that feel like they take ages. Keeping it brief and convenient will yield higher response rates, better information, and happier customers.

2. Not Making Any Changes

Your customers want to be heard, and – more importantly – you should listen! Collecting customer feedback, and not learning from it nor making any changes based on it, is a waste of everyone’s time. Don't be one of those companies that sends surveys, but the results just get lost in the organization. The ultimate punishment for gathering feedback but not taking action is the eventual loss of that customer.

When customers give feedback about a negative experience, and they continue to have that same negative experience as time goes on, it is highly likely. they will move their business elsewhere. You took the time to ask their feedback, they took the time to give you feedback, you owe your customer the courtesy of listening and improving.

3. Not Closing The Loop

This third one trips up most companies. So you've made the feedback process easy and accessible, and you actually listened to your customers and made improvements. Hmm? What did you forget? Did you remember to close the loop with your customer(s) to let them know you heard them, and you made improvements based on their feedback?

The simple act of closing the loop with your customer can be so powerful. Not only is it courteous, but you will clearly demonstrate how much you value your customer's insights. If you don't take this final step to close the loop, your customers may wonder if their feedback has been heard.

CAUTION: Do not assume your customer will figure out that you heard them, when they experience your company the next time. If you don't close the loop, there may never be a "next time"!

For more ideas on collecting customer feedback, check out these “12 Common Mistakes to Avoid When Seeking Customer Feedback” from Forbes.

Photo by NordWood Themes on Unsplash

In today's fast-paced and digitally-driven world, effective communication is essential for the success of any business. Traditional methods of communication, such as phone calls and emails, are no longer sufficient to reach and engage with customers. This is where A2P (Application-to-Person) business texting comes into play. A2P business texting refers to the process of sending automated messages from an application, like LoyaltyLoop, to an individual's mobile device.

A2P texting has gained immense popularity in recent years due to its numerous benefits. It allows businesses to reach a wider audience, automate customer interactions, and enhance overall customer experience. With the increasing reliance on mobile devices, A2P business texting has become an integral part of modern business communication strategies.

Recently, LoyaltyLoop has released the SMS Add-On that allows businesses to send survey messages to customers via text instead of email. They can send survey invitations, survey reminders, review reminders, and feedback follow-up campaigns, all via business text messaging. Understanding the new landscape for business texting will help all businesses be the most successful with this great new LoyaltyLoop communication channel.

What is 10DLC (10-digit long code) and why it matters

To understand the new guidelines for A2P business texting, it is important to first grasp the concept of 10DLC (10-digit long code). 10DLC is a type of phone number that allows businesses to send A2P text messages to their customers. Unlike short codes, which are typically used for high-volume messaging, 10DLC provides businesses with a more affordable and scalable solution.

Similar to email deliverability guidelines surrounding SPF/DKIM records, the implementation of 10DLC is crucial for A2P business texting as it ensures better deliverability, reduces spam, and improves overall customer experience. It also allows businesses to have a dedicated phone number for their messaging campaigns, which enhances brand recognition and customer trust. With the new guidelines in place, businesses need to understand the importance of adopting 10DLC for their A2P texting initiatives.

When businesses sign up for the LoyaltyLoop SMS Add-On with any plan, they will select a dedicated 10DLC phone number, from which their survey messages will be sent.

Benefits of A2P business texting

In general, A2P business texting offers a wide range of benefits that can greatly contribute to the success of any business. One of the key advantages is the ability to reach a larger audience, ensuring that their message reaches a wide range of recipients in a short amount of time.

Automation is another significant benefit of A2P business texting. By leveraging automated messaging platforms, businesses can streamline their customer interactions and reduce the need for manual intervention. This not only saves time and resources but also allows businesses to provide quick and efficient responses to customer queries and concerns.

Furthermore, A2P business texting enhances customer experience by providing a convenient and personalized communication channel. Customers can receive important updates, promotional offers, and other relevant information directly on their mobile devices. This improves engagement, fosters customer loyalty, and ultimately leads to increased sales and business growth.

Specifically, the LoyaltyLoop SMS Add-On sends texts to only those customers the business decides to engage via SMS. Allowing businesses to select their customer’s preferred communication channel (email vs text) is another step in the process of creating great customer experiences.

The new guidelines for A2P business texting

With the increasing popularity of A2P business texting, regulatory bodies have introduced new guidelines to ensure the integrity and effectiveness of this communication channel. These guidelines aim to prevent spam, protect consumer privacy, and maintain the trust between businesses and their customers.

One of the key aspects of the new guidelines is the requirement for businesses to adopt 10DLC for their A2P texting campaigns. This ensures that messages are sent from a legitimate source and reduces the risk of spam and fraudulent activities. Additionally, businesses are required to obtain proper consent from customers before sending them any A2P text messages.

Furthermore, businesses must adhere to certain content restrictions when sending A2P text messages. This includes avoiding the use of misleading or deceptive information, complying with industry-specific regulations, and respecting customer preferences for opting out of future messages.

LoyaltyLoop will handle all the registration of the brand and feedback campaign for businesses, making it easy to comply with the new carrier rules and guidelines. By following these guidelines, businesses can ensure that their A2P texting campaigns are compliant, effective, and well-received by their customers.

Conclusion: Embracing the future of business communication with A2P texting

As technology continues to evolve, so does the way businesses communicate with their customers. A2P business texting has emerged as a powerful tool for reaching and engaging with customers in a fast, convenient, and cost-effective manner.

By understanding the new guidelines for A2P business texting and embracing the use of 10DLC, businesses can unlock the full potential of this communication channel. Through the LoyaltyLoop SMS Add-On, they can expand their reach for customer feedback by engaging with this new channel of communication. A2P texting is not just a trend; it is the future of business communication.

So, if you haven't already, now is the time to embrace A2P business texting in your customer feedback process. By leveraging this powerful tool, you can stay ahead of the competition, and unlock the key to success in the digital age.