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June 2022 Edition

Leveraging Customer Feedback

by Dawn Varga,

OnTarget Digital Services

June 23, 2022

The relationship between customers and your customer service team is vital to your business' success. From the front desk receptionist, to the salesperson, management, or any other team member having direct contact with your customers, each interaction provides an opportunity for feedback and utimately a way to grow and improve your business.

Customer feedback can be gathered from numerous sources, including advice or complaints received verbally (in-person or via phone call), written feedback (via email or snail mail), customer opinion surveys, online reviews and ratings, social media comments and reactions, and more. Leveraging all this information can help you build smoother and more effective processes and procedures for your team that can reduce tension and stress caused by "not-so-perfect " customer relations.

In order to effectively leverage customer feedback, there are three basic steps your business needs to take:
  1. Solicit Customer Feedback - You will most likely receive some customer feedback whether you want it or not. Generally, unsolicited feedback comes in the form of complaints and negative reviews. If you ask your happy customers, you can also gain a fair number of positive reviews. This will provide infomation about the best and the worst customer experiences, and can be used to evaluate your strengths and weaknesses. To gather more detailed information, post-transaction customer surveys can be used to dial-in on specific aspects of your customer engagement workflows. Don't forget to quickly respond to your customers feedback! Thank them, offer solutions to issues, and show you care about them and will consider their input.
  2. Evaluate the Feedback Received - In order to evaluate the feedback received from your customers, you must gather the information from all sources. In the case of negative feedback, don't forget to evaluate both the response of your customer and input from your customer service representative. Determine the root cause of any issue, and take into consideration things such as: Are the customer's expectations reasonable? Was the customer service rep adequately trained to deal with the problem raised? Is this the first time the issue was raised, or is it something brought up time and time again? Uncover your customers' pain points and gain insight into new ideas.
  3. Improve Your Processes & Procedures - Once you have identified areas in need of improvement, start tackling the ones that will have the most impact on your business. Listen to your customers' suggestions. You don't need to execute on all of their advice, but their input could lead to better solutions. And be sure to involve your team! Share customer feedback, both good and bad, with your employees. Ask for their ideas and suggestions for improving processes and procedures. Involving your team in creating solutions, will lead to higher accountability and better overall service.
Collecting customer feedback should be a part of every business’ operations. Build a customer-centric business that strives to support and help customers by effectively requesting, evaluating, and leveraging their valuable feedback.

OnTarget Digital Services can help gather customer feedback for your business!

Call or text (951) 394-1952 or email for more information.


The Dos And Don'ts Of Excellent Customer Service In 2022

by Ben Meisner, Forbes Councils Member

March 18, 2022,

Two concepts that are proving central to excellent customer service in 2022 are trust and adaptability. With 92% of consumers expecting to continue to contact customer service at or above pandemic-era rates, we are facing a future where companies that aren’t customer-centric will have a hard time surviving.

The Baseline

Your customers determine the fate of your business. I’ve always believed that in order to build a sustainable company, clients must be catered to on two levels.

  • You should deliver both what you promise and what meets their needs.
  • Your product/service should trigger an emotional response—excitement, curiosity or enthusiasm.

Once these baselines have been met, the way you support those clients along each step of their buying journey, which doesn’t end with the purchase, should be deeply embedded in your company’s culture.

A high-value customer support experience impacts your business in two ways.

  • Your brand reputation: Unsatisfied customers tend to leave negative reviews, which affects both your image and the loyalty of other clients (as of 2020, nearly 90% of customers read reviews before making a purchase).
  • Sales: A good customer experience can translate into a new purchase from the same client and/or to free referrals.

So why are trust and adaptability key in 2022, and how can companies put these concepts at the core of their support offering?

Cranberry Sauce

Red, White and Blue Strawberries

Recipe courtesy of Bridget Edwards

Guaranteed to elicit as many oooohs and ahhhhs as the fireworks, these patriotic strawberries are going to be the star of your July 4th dessert table.


  • Blue and white candy coatings
  • Red, white and blue candy sprinkles (jimmies)
  • Large, fresh strawberries
  1. Wash and thoroughly dry the strawberries. Discard any mushy berries.
  2. Line a cookie sheet with waxed paper and gather sprinkles in dipping bowls.
  3. Melt the white candy coating.
  4. Dip the strawberries in the white candy coating and add sprinkles as desired.
  5. Set on lined cookie sheet and refrigerate berries until the coating has set.
  6. Melt the blue candy coating.
  7. Dip the strawberries, layering with the white, and add sprinkles as desired,
  8. If you want to do stripes, pipe blue candy coating onto white-dipped berries.
  9. Refrigerate until ready to serve. They are best made the day of serving.

Have a recipe you want to share? Drop us a line at
Tina and Dawn OnTarget

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OnTarget Digital Services, LLC is a proud member of the Greater Riverside Chambers of Commerce, the RV Women's Alliance, and the Canyon Lake Chamber of Commerce



Contact Info

OnTarget Digital Services, LLC

Canyon Lake,California

Phone: (951) 394-1952