Kromatic - Innovation Coaching & Training’s Post

𝗦𝘁𝗼𝗽 𝗖𝗼𝗹𝗹𝗲𝗰𝘁𝗶𝗻𝗴 𝗗𝘂𝘀𝘁! 𝗛𝗼𝘄 𝘁𝗼 𝗖𝗥𝗨𝗦𝗛 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Customer feedback a chore? Turn it into your 𝗖𝗫 𝘀𝘂𝗽𝗲𝗿𝗽𝗼𝘄𝗲𝗿! Here's how: - 𝗗𝗶𝗴 𝗗𝗲𝗲𝗽𝗲𝗿: Don't just collect, analyze! Find the "why" behind the "what" in feedback. - 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝘄𝗶𝘁𝗵 𝗣𝗮𝘀𝘀𝗶𝗼𝗻: Fix issues impacting the MOST customers FAST! - 𝗖𝗹𝗼𝘀𝗲 𝘁𝗵𝗲 𝗟𝗼𝗼𝗽: Let them know you HEARD them and are TAKING ACTION! - 𝗘𝗺𝗽𝗼𝘄𝗲𝗿 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺: Give frontline the power to solve problems on the spot. - 𝗜𝘁'𝘀 𝗢𝗻𝗴𝗼𝗶𝗻𝗴: Regularly ask for feedback (surveys, polls, conversations)! 𝗛𝗮𝗽𝗽𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 = 𝗿𝗮𝘃𝗶𝗻𝗴 𝗳𝗮𝗻𝘀! #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 #𝗖𝗫𝗥𝗼𝗰𝗸𝘀 What are 𝗬𝗢𝗨𝗥 best customer feedback tips? Share in the comments!

Revenue officers, are you ready to turn challenges into opportunities? From data overload to fragmented communication, the obstacles are real. But they don’t have to stop you from reaching your revenue potential. It's time to bridge the gap and achieve your goals with Claritiv!  Ready to take charge? Visit Claritiv.ai for a Free Customer Analysis Report! #CustomerFeedback #RemoteSales #SalesStrategy

Customer Discovery Basics Refine your hypothesis based on feedback. You may not hear what you wanted to hear, but this is a good thing! If you improve and refine your product/service now you save yourself tons of time and money. #CustomerDiscovery #AmplifyYourVoice #NeverStopLearning

One of my favorite parts of working at Quantum Metric is that I get to use our product in my day-to-day. Besides the platform (which is amazing!), it also means I get to experience first-hand the incredible customer success team through Adam Zhujiang and Ryan Patella! Congrats to you both and the whole team on being recognized by Forrester in a recent case study "Quantum Metric’s Value-Centric Transformation Improves Customer Retention.” Take a read for yourself! Link in comments. #customersuccess #digitalanalytics

Ressio was built on customer input. We are constantly meeting with builders to gather feedback on our product and make improvements. The feedback is gold, but it can also be overwhelming. We can’t address everything at once, so how do we decide what to prioritize? I come back to a framework that my mentor Chris Crane taught me called RICE: Reach: How many customers will this change impact? Impact: How big will the difference be for those customers? Confidence: How certain are we that this will solve the problem effectively? Effort: How much time and energy will it take to implement? The actual framework has a scoring methodology that I don’t always use, but answering these questions helps me make directional decisions on where to focus the team’s time. For example: If multiple clients come to the team with the same pain point, it’s likely a high-reach, high-impact issue. If we’re confident we can deliver, it’s a no-brainer to prioritize. But if confidence is lower—maybe we’re less familiar with the problem or it’s unclear how many customers it affects—that lowers the score, and we might pause to dig deeper before jumping in. Asking these questions keeps us focused on solving the right problems for our customers. 

Let's talk about open-ended vs. hypothesis-driven customer discovery 🧭 At the early stages, it’s crucial to ask open-ended questions to broadly understand how people work and identify their pain points. This exploratory phase is all about listening and gathering as much information as possible without any preconceived notions. Once you have a good grasp of the landscape, it’s time to develop a hypothesis—a potential solution to the problems you’ve uncovered. This is where hypothesis-driven customer discovery comes into play. With a hypothesis in hand, your conversations need to be more focused. While you don’t want to bias the interviewee, you are leading them down a path to see if the conclusions they come to align with your expectations. The goal is to validate whether your proposed solution effectively addresses the problem. Balancing these two approaches is key. Start with open-ended exploration to gather insights, then shift to hypothesis-driven validation to refine your solution.

"Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, read Rule 1." - Stew Leonard #customerservicetips #customercentric #customerservice #customerexperience #customersfirst #happycustomer #feedback #customerreview #happy_customercx

Whether you started from the bottom and now you're here, or wherever your journey has taken you, benchmarking helps you track that path with customer feedback. 📈 Here are 3 ways our customers use benchmarking in their testing, from Jon Johnson, Principal Customer Success Manager (and his tiny microphone.) 🎤 #UserTesting #Benchmarking #CustomerSuccess #CustomerFeedback

How do you stack up to your competition? How have you grown since you started out? Benchmarking can help you tell your story. 👇

How do you stack up to your competition? How have you grown since you started out? Benchmarking can help you tell your story.