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You're struggling to improve your customer feedback process. How can you make it more effective?

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Customer feedback is vital for any business that wants to improve its products, services, and customer satisfaction. However, collecting and analyzing feedback can be challenging, especially if you have a large or diverse customer base. How can you make your customer feedback process more effective and efficient? Here are some tips to help you out.

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Rohit Gupta

Head-Insurance Partnerships & PSU@Medibuddy |Angel Investor| Healthcare| Insurance | Sales | Partnerships | Alliances |…

1 Choose the right feedback tools

The first step is to choose the right tools to collect and manage your customer feedback. There are many options available, such as surveys, reviews, ratings, testimonials, social media, chatbots, email, phone, or web analytics. Depending on your goals, budget, and customer preferences, you may want to use one or a combination of these tools. The key is to make them easy to access, user-friendly, and relevant to your customers' needs and expectations.

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Maria Kristine Villafuerte

General Virtual Assistant| Data Entry | Digital Marketing | Social Media Marketing | Google Ads| Accounting Clerk | QuickBooks| Online Tutor| Research| UX Design Student
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Streamline feedback collection through surveys, actively listen to customer concerns, analyze data for trends, promptly address issues, and use feedback to drive continuous improvement in products or services.

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Rohit Gupta

Head-Insurance Partnerships & PSU@Medibuddy |Angel Investor| Healthcare| Insurance | Sales | Partnerships | Alliances | Strategy|
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Let me give you an example: To get better ideas from customers, a software company made it super easy for them to share thoughts right inside the app. After using a feature, customers can click a smiley face if they like it or a sad face if they don't. Every once in a while, the company sends emails asking for more ideas on how to make things better. They also look at what people say on Facebook and Twitter. This way, customers can tell the company what they think anytime, making it super easy for them to help make the app better.

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Greg Ashton

GROW | Company Builder | Forbes Writer | Featured in Inc. / Ad Age / Digiday / WIRED
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Simplify surveys to be short and engaging, asking for feedback immediately after the customer's experience. Provide diverse ways for feedback and add incentives like discounts or special offers. Encourage open-ended responses and monitor feedback trends closely. Ensure actionable responses to shared feedback, highlighting that it leads to positive changes. Train your team to handle feedback effectively, foster a feedback-centric culture, and celebrate positive feedback publicly. Utilize real-time alerts for urgent matters and continually refine your process to meet customer needs. Transform feedback into a dynamic conversation that elevates your business daily.

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2 Segment your customers

The second step is to segment your customers based on different criteria, such as demographics, behavior, purchase history, loyalty, satisfaction, or feedback frequency. This will help you target your feedback requests to the most appropriate customers and avoid spamming or annoying them. Segmentation will also help you analyze your feedback data more accurately and identify patterns, trends, and gaps in your customer experience.

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Rohit Gupta

Head-Insurance Partnerships & PSU@Medibuddy |Angel Investor| Healthcare| Insurance | Sales | Partnerships | Alliances | Strategy|
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Imagine running a bookstore and you want to know what your customers think about your store and services. Instead of asking every customer the same questions, group them into different categories or "segments" and ask specific questions. Demographics: Group customers by age. Eg, ask teenagers about young adult fiction and ask older adults about non-fiction. Behavior: You notice some customers come in every week, while others come in once a month. Ask the weekly visitors for feedback on your store's layout and book selection. Purchase History: If you have records of what customers buy, you can ask them about those specific types of books. Someone who buys a lot of cookbooks might give feedback about your cooking section.

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3 Ask the right questions

The third step is to ask the right questions to get the most valuable and actionable feedback from your customers. You should avoid asking too many or too vague questions that may confuse or bore your customers. Instead, focus on specific and measurable aspects of your products, services, or processes that you want to improve. You should also use different types of questions, such as open-ended, closed-ended, or rating scales, to capture different levels of feedback.

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Rohit Gupta

Head-Insurance Partnerships & PSU@Medibuddy |Angel Investor| Healthcare| Insurance | Sales | Partnerships | Alliances | Strategy|
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1. No Vague Questions: Instead of sending out a long survey asking "How did you find your experience?" which is broad and might not give you the insights you need, you should ask more targeted questions. 2. Focus on Specific Aspects: For example, "On a scale of 1-10, how would you rate the knowledge of our sales staff?" This question is specific and measurable. 3. Open-ended Questions: Allow customers to give detailed feedback in their own words. Example: "What did you like most about your interaction with our sales team?" 4. Rating Scales: These help quantify customer feelings about a service. Example: "On a scale of 1-5, how satisfied were you with the cleanliness of our showroom?" - Clear indication of areas needing attention.

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Lissett Anaya Badillo

Ecommerce Manager| Ads Sales | Key Account Manager | Vendor Manager (Ex-Walmart, Mercado Libre)
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A menudo cuando se generan encuestas, se cae en el error de caer en sitios comunes, en lugar de aprovechar la herramienta para construir encuestas que sean de utilidad, por lo cual antes de solicitar feedback es importante tener claro cuál es la Información que queremos obtener, por qué y en cómo será de utilidad.

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4 Follow up and act on feedback

The fourth step is to follow up and act on the feedback you receive from your customers. You should thank your customers for their feedback and let them know how you plan to use it to improve your offerings. You should also prioritize and implement the feedback that is most relevant, urgent, and feasible for your business. Finally, you should measure and communicate the impact of your feedback actions to your customers and show them that you value their opinions.

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5 Automate and integrate feedback

The fifth step is to automate and integrate your customer feedback process with your other business systems and processes. This will help you save time, reduce errors, and optimize your feedback workflow. For example, you can use tools that automatically send feedback requests after a purchase, transaction, or interaction. You can also use tools that integrate your feedback data with your CRM, marketing, sales, or product development platforms. This will help you create a more holistic and consistent view of your customer journey.

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6 Test and optimize feedback

The sixth step is to test and optimize your feedback process regularly and make sure it is aligned with your business goals and customer needs. You should monitor and evaluate the performance of your feedback tools, questions, segments, actions, and outcomes. You should also seek feedback from your internal stakeholders, such as your employees, managers, or partners, to improve your feedback process. Moreover, you should experiment with different feedback methods, formats, frequencies, and incentives to find out what works best for your customers and your business.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're struggling to improve your customer feedback process. How can you make it more effective?

1

2

3

4

5

6

7

1 Choose the right feedback tools

2 Segment your customers

3 Ask the right questions

4 Follow up and act on feedback

5 Automate and integrate feedback

6 Test and optimize feedback

7 Here’s what else to consider

Aftersales

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You're struggling to improve your customer feedback process. How can you make it more effective?

1

2

3

4

5

6

7

1 Choose the right feedback tools

2 Segment your customers

3 Ask the right questions

4 Follow up and act on feedback

5 Automate and integrate feedback

6 Test and optimize feedback

7 Here’s what else to consider

Aftersales

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