Customers time is very valuable & the access that we get to customers is only at those critical touch points. Hence, it is very important that we ask right questions, to right mediums, after right events.
Get feedback is a very long process. Customer may not happily share the feedback at the very first contact. It is usually on the 3rd or 4th contact that we get customer to talk to us.
Be prepared and alert.
Never collect feedback if you don’t intend to act on it. A complete plan of action has to be ready before we start with the feedback process. What kind of data we need to receive? What field from what kind of customers? What kind of analysis would be run on those data points? – Each needs to be figured out right at the outset.
Finally, feedback collected and analysed must result in some action.
Openness is the hallmark
If you’re getting multiple feedbacks about change in a particular feature or a particular screen then you should be in a position to receive it constructively and not discarded. There will be feedback to which you agree and the ones that you disagree. However, at no point should we manipulated the data.
Reach out to the right customer.
The objective of the customer feedback has to clear at the outset. If the objective is clear, then it would be very clear which customers you need to reach out to seek those inputs.
- Suppose the objective of the feedback campaign is to understand why people are quitting your product, then the best set of people to ask the question is the recently attracted customers.
- Similarly, if you see people are dropping out from your signup process, then you need to reach out to the population that has actually dropped out from your signup process in the preceding two weeks.
Every time they decide to start a new campaign, just ask yourself one question.
Am I asking the right customer the right question in the right way?
The post 3 Rules for Customer Feedback appeared first on Customer360.