How can you collect customer feedback in-store or at events?

You must arrange some games, ice-breaker sessions for the audiences/attendees. Pre plan some giveaways in form of Gift cards, early bird access, top deals, and more to allure the audiences. Do ensure that these activities requires signing up (so you can add then to your list and nurture later). Also, run a post survey feedback form both offline and online.

As a Product Manager, our recent booth event have taught me some valuable lessons: ?? Understand users: Your app is new to them, understand their needs and align your app's use-cases accordingly. If they couldn't connect with your value props, chances are very less they'll use your app. ?? Read expressions: Observe facial cues, address confusion in communication. ???? Present value props: Craft personalised pitches to intrigue users ?? Highlight core props: Emphasize category-creating propositions. Keep talking about your USPs. ?? Demonstrate value: Show real use-case demos for instant understanding. ??Prioritize app experience: Check logics, API calls in advance. Have devs on standby to avoid simple issues.

I have conducted customer satisfaction surveys for 15 years. I write my own survey that focuses on key areas of interest. I track all responses and make sure customers are thanked and if they raise an issue, it is quickly forwarded to someone for triaging. This practice has allowed me to grow my response rates virtually every year. I also compare year over year results to gather trends. If I can compare the same customer then that is a bonus as I can track their journey using our products and services. I have also developed quick surveys for deployment teams to send out when systems are cutover, as well as provide “new customer” check-in surveys after 90 and 180 days. Touch points show interest in the learning more on the user experience

Although mobile surveys are effective, they frequently overlook hidden feedback. In-person conversations can provide more profound understanding. For example, reading tone and body language conveys context that is frequently absent from digital forms. Even with the ease of mobile, face-to-face feedback is still very valuable.

At events, a QR code will work best. You can place leaflets with the code on tables at the event location, and ask attendees to scan the code mid-event or after the event to share their thoughts and suggestions. Survey emails will also work if you collected emails during event signup. After the event, send a survey email to attendees asking them to rate their experience or give suggestions. For in-store, QR codes can be placed at checkouts and exits for maximum visibility. What's good about running surveys is that they show you areas for improvement suggested by your target audience.

Years ago kiosks were the big move in bringing digital to a physical location. It hasn't gotten adopted as expected, but it can have a huge impact on how you change the store experience and connect a user to their digital behavior. This approach needs to be connected to either the purchase experience at the counter or as a standalone when people are leaving. Before letting people leave, have a kiosks that offers a discount coupon sent to their email or phone to use when a product comes back in stock, etc. Then ask for feedback that can be stored against digital feedback to truly deliver a full 360 degree view of customer sentiment.

In stores specializing in kids' accessories, interactive surveys are common, involving children to engage with their parents in gamified feedback. Another effective application is the deployment of chatbots in inventory-checking kiosks, such as those found in clothing stores like Trends or Fbb. These kiosks enable customers to order and pay for specific products or sizes not currently in-store, with the items delivered to their homes. Integrating chatbots into this process provides an opportunity to seamlessly gather feedback during the transaction, making it an integral part of the overall customer experience. This approach illustrates how live chatbots can be utilized to capture customer feedback in real-time within in-store environment.

Collecting customer feedback at in-store events or through social media monitoring involves tracking and analyzing customer discussions about your brand on platforms like Facebook, Twitter, Instagram, or YouTube. This approach enables you to listen to feedback, respond to comments, address complaints, and acknowledge compliments. Social media monitoring is effective for enhancing online reputation, boosting brand awareness, and encouraging word-of-mouth promotion.

El social listening es probablemente una de las herramientas con mayor potencial para las grandes marcas y una de las claves para lograr conectar mejor con sus clientes y comunidades.

Social media monitoring has its place, but for in-store or event feedback, proactive and direct methods are crucial. Combining these with social media insights can create a well-rounded understanding of your customers' experience.

Adding rewards or assigning loyalty points is a great way to attract responses, it will makes sure that the response volume is high along with response rate, hence aiding & making the decision making process easier on what should be the next steps to alleviate the customer pain points, and capitalise on the customer centric strategies based on their voice.

At a retail store, I encountered an innovative feedback system. While settling the bill, a customer-facing touch screen prompted users to rate their in-store experience in a gamified fashion. During festivals, the experience was elevated with incentives like extra coupons or surprise gifts. This not only encouraged honest feedback but also addressed the challenge of tracking physical touchpoints, which is often overlooked in comparison to digital interactions. The gamified approach made customers more willing to share their in-store experiences, enhancing the overall feedback process. So techniques like these can be fruitful while attracting people to fill surveys.

Leveraging tools such as Qualroo, SurveyMonkey, and Qualtrics to automate the NPS (Net Promoter Score) and related scores updating is instrumental in streamlining the monitoring of in-store customer experience. These marketing analytics tools not only facilitate automated feedback processes but also offer capabilities to automate the creation of dashboards and reports. This ensures that any arising issues can be promptly identified and addressed. Additionally, other valuable tools for this purpose include Medallia, Zoho Survey, and GetFeedback, contributing to a comprehensive and efficient approach to managing and improving customer experiences in-store.

In-store market monitoring and evaluation, manual and mechanical would go a long way to identify customers behavior towards certain products. Essentially, it is important to pay close attention to these.

In addition to gathering customer opinions through digital tools and social media, don't underestimate the importance of customer feedback obtained directly by sales consultants during in-person interactions with customers on-site. We should implement and streamline a survey process, ensuring that each consultant takes detailed notes following their discussions with customers. Then, these notes should be consolidated either at the conclusion of each event or regularly at the store for further analysis. This customer voice summary not only serves as quick reports but also contributes to the consolidation of information, offering additional valuable and qualitative data beyond what is covered in pre-designed surveys.

You can use any interface to gather feedback. It should be recent, relevant and not spamming. Also try to understand who is willing to engage & give feedback. So ask simple question (May Be NPS). Basis the score received ask for further tailored feedback, with associated incentive. Gamify the incentive (choose your incentive). Once done thank the customer. Channel can be anything, fill the form, assisted (chatbot). Don't sit on the data. Analyze and share with all stakeholders and take corrective action or give a pat where due

Methods that come to mind right off the bat. Feedback Kiosks Set up interactive kiosks where customers can quickly rate their experience or answer short surveys. QR Codes Display QR codes linking to feedback forms that customers can access using their smartphones. Comment Cards Provide physical comment cards that customers can fill out and drop in a feedback box. Face-to-Face Interviews Have staff conduct brief, informal interviews with customers about their experience. Feedback Apps on Tablets Use tablets with pre-loaded feedback apps for quick customer responses. Suggestion Box Set up a suggestion box for written feedback. Live Polling Use live polling tools during events for real-time feedback.

Personalization of marketing campaigns. Crafts retailer Michaels Stores, for example, is using gen AI as part of its approach to deepen customer engagement through more personalized and frequent interactions with its shoppers. The company built a content generation and decision-making platform to help with copy development and to better understand how customer segments engage with different messages. Michaels has gone from personalizing 20 percent of its email campaigns to personalizing 95 percent. This has lifted the click-through rate for SMS campaigns by 41 percent and email campaigns by 25 percent.