May 2025

Here's a great new feature. When a customer gives feedback on multiple occasions, you can now easily view all of their responses on one view. It is like putting your customer in the spotlight to see all of their responses with your business on one easy to read page. This is very handy to view the changes in the customer's attitudes toward your company.

If you're reading this post, you probably care about gathering feedback from your customers, or you're already doing so via a service like LoyaltyLoop. When deploying a feedback service, it's important to recognize that every business is different. Even if your business is a franchise in a brand network, no two businesses are the same. Take the time to identify your touchpoints when running a feedback service. A touchpoint is defined as "a point of contact or interaction, especially between a business and its customers or consumers." Essentially, every interaction with your business or brand is a touchpoint, spanning pre-purchase, purchase, and post-purchase activities.

Negative reviews, while challenging, present opportunities for growth and demonstrating excellent customer service. Correctly managing negative online reviews is crucial. Here's how to handle them effectively: Respond Promptly - Address negative reviews as quickly as possible to show that you take customer concerns seriously. Stay Professional - Always maintain a calm, professional tone in your responses, even if the review seems unfair. Acknowledge the Issue - Validate the customer's feelings and apologize for their negative experience.