How can you gather feedback from clients to improve personalization and segmentation?

At the end of every deal whether we win or not We should go back to various people in the organisation to know why we got or lost the order from each of them Each person has his perspective depending on which department he is from This feedback would give us great insight what we are doing right or wrong Many times we think we are doing it right but how customers look at it could be different

Hola, que tal ..!! Considero que una de las mejores maneras de recopilar los comentarios de los clientes y en base a mi experiencia con famoso jugo de tomate fué de la siguiente manera: 1.- Estar cerca de ellos como en eventos, reuniones, talleres, dinámicas. 2.- Realizar sesiones de focus group. 3.- Envio de encuestas y comentarios en las plataformas. 4.- Vista regular y sistemática al mercado. Logramos entender los poderosos insight del cliente, en consecuencia elaboras tu estrategia tanto de producto como de distribución y marketing.

Regular client feedback, especially from our european markets clients, has been invaluable. For example, through surveys and direct conversations, we learned that our clients highly value user-friendly interfaces and actionable insights. This insight led us to enhance these aspects of our service. Feedback also revealed opportunities for upselling additional features that align with client needs. Systematically tracking this feedback over time allowed us to refine our segmentation and personalization strategies, leading to more targeted and effective client interactions. This ongoing process of collecting and acting on feedback has been fundamental in understanding client needs, improving satisfaction, and fostering loyalty.

Consistent and honest feedback from your client is key to your ongoing improvement and success. Formal diarised feedback is important and can be a great way to track where you are against client expectations. I would also suggest that in the moment, frequent feedback is just as important. That way you are not doing something incorrectly for 3 weeks before you find out that it's wrong. Open lines of communication as always are the best form of feedback.

To enhance personalization and segmentation, implement direct feedback mechanisms like surveys, analyze customer interactions, monitor online behavior, and leverage social media engagement. Use customer preferences, purchase history, and feedback to refine segmentation strategies. Regularly seek input through targeted communication channels and adjust personalized offerings based on real-time insights, ensuring a continuous feedback loop for optimal client satisfaction and tailored experiences.

Collecting feedback in account management can be done through surveys, regular check-ins, and personalized conversations. Utilise online survey tools, conduct one-on-one meetings, and create a culture that encourages clients to share their thoughts openly. This multi-faceted approach ensures diverse perspectives and helps in obtaining comprehensive feedback.

There are several tools a firm can implement to gather meaningful feedback: Survey, FGD, Interviews, Reviews. The operative word here is “meaningful” and that can only be achieved if questions are tailored in such a way that it can address the what, when, and why. Some firms employ a third party entity to avoid biases. Overall, to be able to gather meaningful feedback, the right questions should be asked…

Feedback with a gift included is the best way to learn about your business and how you should approach your customers in the next chapter Data collection is the next step to your success

Implement surveys or feedback forms tailored to gather insights on clients' preferences, experiences, and expectations. Analyze this data to identify patterns and preferences, allowing you to refine personalization and segmentation strategies based on real customer input.

We like to use a few different methods when collecting feedback, including stakeholder interviews, customer calls and anonymous surveys. It’s best to take the extra time to tailor the questions to each stakeholder so that it’s more relevant and so that responses are more insightful. Customer feedback may sometimes provide new and interesting opportunities. With surveys, depending on the scope of work, you can either go the anonymous route, or a pre-selected user approach of a select group of individuals. When you aggregate all the feedback, both the patterns and potential solutions should start to reveal themselves nicely.

Let the data speak for itself. With the right questions, the firm can gather relevant data that may reveal buying motivations, gap in services, preferences, must-haves or non-negotiables, as well as nice-to-have. As in any market data analysis, sorting and data modelling are helpful in visualization, but let the data speak for itself. Visualization tools such as Power BI, Tableau, or even Excel charts are handy.

**?? Mastering Feedback Analysis! ??** Collecting client feedback is just the start! ?? Now, turbocharge your insights with these quick tips: 1. ??? **Categorize Themes:** Sort feedback into themes reflecting client needs, preferences, or issues. 2. ?? **Quantify Satisfaction:** Assign scores or metrics to measure client happiness and loyalty. 3. ?? **Visualize with Flair:** Use tools like Excel, Google Data Studio, or Power BI to create vibrant charts and graphs. Supercharge your analysis! ??? #FeedbackMastery #ClientHappiness

One important tool to add to this list is Microsoft copilot. It’s amazing how it automates and combines functions from many of these tools nowadays.

Financial analysis tool, such as support & resistance levels, or logarithmic and P&F charts, are often useful to track changes in non-financial data. Whether it's customer feedback, satisfaction, engagement or any other metric, it is important to properly analyze patterns & trends. This type of data analysis should lead to useful conclusions and serve to guide and support executive decision making.

My comment here would be that not all feedback is equal and so be careful not to try and take action on every bit of information and instead filter out the outliers. Determine what feedback is relevant and therefore should be incorporated into the final set. Other less relevant feedback can be categorized into a wishlist. This is especially important if the feedback pertains to a new project or scope of work that’s in the early phases of getting defined and deliverables documented.

?? Elevate Your Strategy with Feedback Magic! ?? Acting on feedback is the secret sauce for success! ?? Here's a quick guide: 1. Acknowledge & Thank ??: Respond promptly with a gratitude-filled note or a follow-up call. 2. Fix & Resolve ???: Identify issues and resolve complaints. Show your commitment to improvement. 3. Segment Like a Pro ??: Group clients based on satisfaction, loyalty, or product usage. Tools like HubSpot make it a breeze! 4. Personalize, Personalize, Personalize ??: Tailor your communication using feedback data. Tools like Mailchimp and Salesforce are your allies! Supercharge your strategy using emojis and these tools: HubSpot ??, Mailchimp ??, Salesforce ??, Intercom ??, ActiveCampaign ??, Drift ??. Get ready.

Acting on feedback is crucial for refining personalization and segmentation strategies. Acknowledge and respond to feedback, thank-you the use of thank you notes or follow-up communication. Use feedback to identify and resolve issues, enhancing service. Segment clients based on satisfaction, loyalty, usage, or feedback category. Personalize communication and offers accordingly, and leverage tools like HubSpot or Salesforce for efficient segmentation and tailored messaging. This iterative process ensures continual improvement and client-centric communication strategies.

The worst that can happen is to ask for feedback, collect a negative one, and not take any corrective action. It's crucial that the client feels the insights he gave are used and considered valuable data to improve the quality of the service.

Acting on feedback is essential, and can be process by both human and AI tool. In the age of AI and LLM, AI tool can be consider as business assistant to support customers. And you need to grant permission to it. AI tool can automate react to your customers: give appologize, answer customer's request, make call schedule..

To mearure and evaluate the impact, you need following the CX dessign - what you want to delivery to customer, and measuring target: what you want to measure from feedback. Exactly link measurement to goal and PKI

Every phase of the customer experience must be measured in basis of a customized KPI matrix so that optimization can be carried out precisely at the right point in the process chain. Standards of measurement are - CSAT surveys - Customer Effort Score - Net Promoter Score - Customer satisfaction surveys - Social media monitoring - Qualitative interviews - Third-party sites such as recommendation portals

In my experience measuring feedback in account management by establishing key performance indicators (KPIs) such as 1. client satisfaction scores, 2. retention rates, and 3. Net Promoter Score (NPS). Analysing trends over time, track client interactions, and monitor the resolution of any identified issues. Consistent evaluation of these metrics provides a quantifiable way to gauge the effectiveness of your account management efforts.

?? **Measuring Feedback Mastery! ??** Evaluate your feedback impact on personalization & segmentation strategies! Compare across time ?, segments ??, and clients ?? for satisfaction & loyalty insights. ?? Track feedback metrics ??, link to KPIs ??, and experiment with strategies ?? to boost effectiveness! Gain valuable insights into account management success! ?? #FeedbackWinning ????

Measure feedback impact by comparing trends over time and across segments or clients. Track metrics, linking them to account management goals and KPIs. Conduct experiments to test personalization and segmentation strategies, gaining insights into their effectiveness. This iterative analysis ensures continual refinement and optimization of strategies based on real-time feedback, fostering improved satisfaction and loyalty outcomes both internally and externally.

Personal, informal interactions with customers can yield valuable insights. Being present and engaging with customers regularly allows for real-time feedback that might not emerge in structured surveys or forms. It helps in building rapport, understanding their needs, and receiving candid feedback that might otherwise go unspoken. These casual conversations often unveil nuances and perspectives that structured feedback mechanisms might miss. It's all about fostering a genuine connection and being receptive to what customers express in various informal settings.

Personalize communication with clients. If you make them feel you took time out of your busy schedule to really listen to them you will get honest feedback and they will appreciate it

A customer feedback process must ensure that a true cross-section of customer experiences and satisfaction levels are being captured and reviewed. If not, it can be very easy for feedback results to become skewed in one direction or another (eg. If only those customers who have had negative experiences bother to respond, rather than also including those who have had positive experiences). This can sometimes be the case where customers are asked to provide their feedback by way of written responses, rather than by way of some kind of numeric scoring method. Using forms of incentives can also help overcome feedback bias, such as asking customers to provide their feedback in return for being put into a prize draw, or similar.

Technology is inevitable to colllect feedback from client. Such soution requires alot of criterias, features. Choosing one may be challenging you and everyone. There are alot of technology solutions in the market. The best one should be: - Cost effective - Support complex requirement: data analytics, integration, automation - Customizable: so that client can tailor front modules for their need. hearme CXM is the one, with open-architecture, providing open-source code for frontend modules, and Backend as service.

I value personalised live conversations above all (zoom meetings I consider to be live nowadays;-) So the best way to gather feedback is to have an actual meeting. For my consulting projects we used to have different types/levels of those meeting with the clients: weekly business review, monthly business review, etc. In addition to performance, cross sales opportunities, etc. I recommend to stimulate and welcome discussion of negative items, since they are the most dangerous for existing relations. Reviews usually don't uncover them as everybody tries to be either neutral or positive, which has very little value for performance improvement.