You need to gather feedback from your customers. How can you do it quickly and effectively?

Use Google forms to quickly make feedback forms and send them to your customers through your communication channel. Google form is free to use and the form link can be used in multiple ways. Build this feedback form in your post buying journeys.

In my experience, there’s 5 key factors to consider; 1. Access to surveys : Make it easily accessible, don’t wait to sent this on email. Let customers scan a QR and share feedback quickly. 2. Make it simple: overly long survey’s though provide great insight for the business, in the modern word time is money. No one wants to waste time responding to an overly complicated form. Make it simple. Stick to 5 questions and leave space for open ended feedback. 3. Complicated rating: keep it simple use emojis or rate between 1 to 5. 4. Make it mobile friendly 5. Incentives: Use feedback as a channel of building loyalty. Thank them by giving a discount for their next purchase or a special gift Keep it simple!

To gather quick and effective customer feedback, use online surveys, email surveys, and social media polls for broad reach. Incorporate feedback forms on websites, live chat, and support interactions for real-time insights. Conduct customer interviews and implement Net Promoter Score surveys for deeper understanding. Leverage in-app prompts for feedback within the product experience. Choose methods based on audience, goals, and available resources, regularly analyzing feedback to drive continuous improvement.

As the head of business development, gathering feedback from customers quickly and effectively involves implementing various strategies. Utilize online survey tools like SurveyMonkey, Typeform, or Google Forms to create customizable surveys tailored to your specific needs. Additionally, encourage customers to provide feedback through email, social media channels, or dedicated feedback forms on your website. Engage in active listening during customer interactions to capture real-time feedback and address concerns promptly. By employing multiple channels and staying responsive to customer input, you can gather valuable insights to improve products, services, and overall customer satisfaction.

Quick and effective feedback? Keep it simple! Use short surveys, ask on social media, or chat with customers live. Make it easy, and they'll share their thoughts in a snap!

Absolutely, the formulation of questions is key in gathering feedback. Additionally, it's essential to consider the method of collecting this feedback. Utilize diverse channels like surveys, social media, focus groups, or direct interviews, choosing the most appropriate medium based on your customer demographic. For quicker results, digital tools like online surveys or feedback forms embedded in your product or service can be highly effective. However, remember to keep the feedback process as effortless as possible for the customer. Also, ensure that you not only collect but also actively analyze and implement the feedback.

I feel that any customer would like to know what is the purpose behind asking the feedback questions. If someone says that we are collecting customer feedback I would be less inclined that if the questions lead to something specific. Example we are working on our check-in experience in a hotel. The other area is to segment the question into basic needs (if these are not met the customer is unhappy and if they are met it is not that the customer is overjoyed as it is basic) performance needs (if they are met the customer is happy and if not unhappy) or delighters (if they are met the customers are overjoyed, if not it is still ok). Example of a delighter could be a restaurant remembering that it is your anniversary today!

While the initial questions should be easy and use of multiple choice it is always best practise to include some free text questions/options. This is where the gold lies.

I also really like the free text option. My experience is that people always write more than I expect and it is absolutely invaluable to get a better understanding for the language and terms the customers use.

Effective feedback hinges on asking the right questions. Ensure your queries are pertinent, clear, and unbiased. Strike a balance between open-ended and closed-ended questions, catering to diverse feedback needs. Open-ended queries foster detailed responses but are harder to quantify. Closed-ended questions offer predefined options but may limit insights. Employ a mix of both, steering clear of leading or confusing prompts. This approach ensures robust feedback collection.

It's important to approach segmentation with flexibility and a data-driven mindset. Segments should not be static; they need to evolve as you gather more data and insights. It's also crucial to integrate segmentation with your overall customer experience strategy. Tailored feedback methods and questions are great, but they should align with personalized marketing, sales, and service efforts for each segment.

Segmenting your customers allows for tailored feedback strategies. Group them based on demographics, behavior, or satisfaction levels. This enables personalized approaches in gathering feedback, boosting response rates and quality. Analyzing segment-specific feedback unveils trends and gaps, guiding targeted improvements. Customizing methods and incentives ensures meaningful insights from diverse customer perspectives.

To gather the correct feedback from our customers, we need to focus on several key questions. Firstly, what is our main goal? We must determine whether our objective is to enhance the sales growth of our services or to understand the reasons behind customer satisfaction or dissatisfaction. Once we have defined our goal, we can then consider which method to employ, whether it be interviews, surveys, or any other suitable approach. Additionally, we must ensure that we select the appropriate customers to interview, as not every customer may represent our target demographic or provide valuable insights.

Tailor your feedback approach to different customer segments to ensure that the questions and methods are relevant to their experiences and needs.

A segmentação de clientes neste caso pode ser clamada de cauterização, pois ela inicialmente partira da análise do banco de dados, uma vez que “já são clientes” para isso espera-se que este banco esteja atualizado com informações que possam categorizá-los com dados demográficos, como faixa etária, gênero, ticket médio, recorrência de compra, mix de produtos, classificação ABC, etc. E a partir dessa classificação ABC pode-se criar uma estratégia de feedback, como prazos, personalização da pesquisa, tipo de pesquisa, quem executa, canal de atendimento, etc.

Incentivization can go a long ways when trying to garner feedback. Gift cards have been good for past surveys. Gift cards to local stores could be a boost to both local businesses and the customer.

Depends on the business context of course but especially in a B2B context, building rapport with key customer stakeholders helps you have open discussions on what’s good and what’s not. Taking a similar approach, identifying champion customers in B2C becomes very critical to prototype new features, take feedback etc

Feedback can also be part of a negociation during the sales process. OK I make a discount but in exchange I would like your feedback and the ability to share it.

To elicit feedback effectively, incentivize your customers. Offer discounts, freebies, or exclusive access in exchange for their input. Highlight how their feedback drives business improvement and enhances their experience. Gamify the process with badges or challenges to enhance engagement. Ensure incentives are relevant and easily redeemable, encouraging active participation in your feedback system.

Quanto a questão de incentivar o cliente a responder feedback vai depender de como a estratégia foi elaborada para atender o objetivo do feedback, pois quando estamos desenvolvendo campanhas de marketing, um dos conceitos mais básicos é o encantamento e ele é muito simples de aplicação, contudo a cada vez que encantamos o cliente, (devemos lembrar que cliente encantado é cliente surpreendido), cada vez ele deseja mais, ou seja, “a régua dele sempre nivela para cima”. Portanto não sou a favor de presentear para responder feedback. A forma ou a estratégia a ser utilizada pode demostrar que o próprio feedback será um benefício imediato ou futuro para ele! Ou pode-se começar a desenvolver um programa de meritocracia.

Collecting feedback by any means may have its limitation. That is why following up with each customer based on the feedback is an important process. Not only we have more room to bond with customers, but following up shows that their feedback is important to us as well as showing that we are there to solve their problems. We also may be able to extract more information that is limited but the feedback methods that we are using.

Feedback is a gift. Ask them on a call. Are there ways I can better your experience? Since we've met has it made a significant positive impact on your daily operations?

Don't stop at collecting feedback; follow up with your customers to demonstrate appreciation and action. This fosters trust, loyalty, and engagement, encouraging further input. Send thank-you notes, feedback summaries, or progress reports. Request additional feedback, clarification, or referrals, or invite them to join programs. Personalized follow-ups enhance the customer experience and strengthen relationships.

So often I find companies asking for feedback but I don’t know what was ever done with it. Did I influence growth or change? Did you improve processes? I took the time to answer now reel me in. Make me a lifer.

Como dito no tópico anterior pode-se construir um modelo de meritocracia do Cliente, ou seja “entrega-se aquilo que o cliente nos entrega”. Como se constrói este modelo? Primeiramente ele é baseado no modelo de um CX, constrói-se uma linha de vida do cliente x a linha de vida dos produtos ou serviços, após construído é preciso administrar o desenvolvimento de ambos e para isso é natural que haja o envolvimento do cliente com a empresa, tudo dentro dos prazos desenhados do modelo e com todas as interações já planejadas.

Testing and optimizing your feedback system is essential, but it's also critical to maintain a balance between collecting feedback and not overwhelming customers. Over-solicitation can lead to feedback fatigue, reducing both the quantity and quality of responses. When implementing A/B or multivariate testing, ensure that changes are made iteratively and not all at once. This allows for clearer insights into what works and what doesn't.

Continuous testing and optimization are vital for an effective feedback system. Monitor metrics like response rates and feedback quality while testing variables such as methods, timing, and incentives. Employ tools like A/B testing to compare different versions. This ensures your system remains aligned with business goals and customer needs, guaranteeing its ongoing effectiveness and efficiency.

After the feedback has been provided via different tools and analyzing them, you can define action steps and implement them according to your company strategy. It is very essential to let the clients informed, what you have been transformed with their feedback. In this way, they can understand the value provided by their feedbacks and you can build more loyal relationship with your client and provide sense of open communication, so they feel encouraged to share their feedbacks in the future as well.

One aspect not explicitly addressed in this article is the significance of personal interaction and effective communication. I believe that incorporating a method to gather feedback from face-to-face meetings, in addition to the data obtained through follow-ups, could substantially enhance our results. This approach underscores the importance of human connections and direct communication in optimizing outcomes.

Consider integrating feedback loops across all touchpoints, from website interactions to customer support calls. Emphasize transparency and responsiveness to build trust. Encourage a culture of feedback within your organization, fostering innovation and customer-centricity. Remember, feedback isn't just about improvement; it's a reflection of your commitment to customer satisfaction and continuous growth.

Be sincere, thoughtful, and action ready. Treat clients like they are in it to win it with you. If you have a good product, they want you to win too. This helps builds loyalty and trust.

Consider the timing of your feedback requests, the accessibility of the feedback channels, the transparency of how the feedback will be used and the integration of customer feedback into your overall business strategy.