Best Practices for Tracking and Responding to Customers

Lauren Krause
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In this day and age, tracking consumers and responding well to customers is necessary for strategic business survival. A company that values the customer and takes pride in offering excellent customer service can use various outlets to connect with customers and influence them to return.

Follow Up With Customers

Collect consumer contact information to initiate future sales and services with loyal customers. A mailing list can help you track customers with ease, and you can offer exclusive deals to respond to the demands of customers. You can also motivate customers to subscribe to your mailing list by offering rewards for signing up. Avoid contacting customers too often, or they may start to block the bombarding emails or annoying sales calls.

Monitor Your Online Presence

A company that ignores its online presence can damage its reputation if customers post negative reviews online. Monitor your online presence regularly to show that your company values customer satisfaction and the opinion of its customers. Post useful information and suggestions online to ignite interest and offer a higher standard of customer service. In the same token, remember to thank customers who post positive reviews and feedback because their input helps you attract the interest of new customers.

Use a Call Center

A call center is an effective way for tracking and responding to customers while maintaining higher efficiency in customer service. Companies who use call centers find the process easier. Representatives at a call center can address customer questions and help provide satisfactory solutions. Recording these calls helps you better understand your customers, allowing you to make better business decisions. When customers experience great customer service through a call center, it reflects positively on the company and motivates them to return in the future.

Respond Quickly and Professionally to Consumer Concerns

Your customer service agents must respond in a professional, courteous manner to consumers in-person, over the phone, by email or by snail mail. Make sure that consumer complaints are handled as quickly as possible, and archive detailed records of open and closed cases. Reviewing customer complaints and feedback also provides valuable feedback for improving customer service on every level.

Track Customer Shopping Habits

Providing quality customer service and responding to the demands of consumers means improving the shopping experience for them. Offer customers loyalty programs to track consumer purchases and to better customize a unique shopping experience for your loyal customers. Offer products that are personalized and meet the demands of different groups of consumers. Some retailers place motion sensors throughout the store to find high traffic areas of interest and to track consumer activities. Use consumer demographic data to cater goods and services to suit various consumer populations.

Tracking and responding to customers is essential for providing excellent customer service. Let customers know you appreciate them by following up with them and providing prompt and professional responses to their concerns. When customers are satisfied with your service and know you care about them, they are much more likely to return.


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