How do you solicit and act on customer feedback and suggestions?

Whether you are soliciting feedback or have been offered up information, the one thing that works for me is being genuine in responding in kind. "Thank you for your feedback." It matters regardless of whether the feedback or suggestions are positive or negative, responding with a simple Thank you count. It lets people know that they are heard and that you care. It has even opened up doors to further discussion or engagement opportunities because you were clear and open to receiving the information. Plus, it makes you unique in that you have made it personal and not automated that a response is required; instead, it is appreciated.

In my experience, using a mix of channels is key. For deeper insights, we run email surveys for specific user groups. And social media is great for catching trends and user frustrations in real-time. The key is to find the right balance for what your customers prefer and what info you need.

Plotting Ideas on the Matrix: Surveys and Feedback Forms: Impact: High – Collects structured feedback on various aspects. Effort: Low to Moderate – Setting up survey mechanisms and analyzing responses. Customer Feedback Sessions: Impact: High – Allows for in-depth insights and clarification. Effort: Moderate to High – Requires scheduling and facilitation. Social Media Monitoring: Impact: Moderate to High – Captures real-time sentiments and feedback. Effort: Low to Moderate – Utilizing social media monitoring tools. Feedback Integration in Product Development: Impact: High – Incorporates customer suggestions into product improvements. Effort: Moderate to High – Coordination between customer support and development teams.

Vague questions lead to vague answers. I always try to frame my questions with specific scenarios or actions. For example, instead of "How was the booking process?", I might ask "What part of the booking process did you find most frustrating?" This gives customers a clear starting point and helps them pinpoint areas for improvement.

It is also important to include questions that could be used as customer testimonials. One of my favourites is to ask how this product changed them (I primarily work with organizations that create child development programs for families). I have also asked how our product led to more skills that were used in other places. The second NPS answer "Please explain your 1-10 rating." can work ok for this purpose but I think it's better do be specific about noticeable outcomes of using the product.

Prioritization and Implementation: Implement Surveys and Feedback Forms: Initiate regular surveys and feedback forms to gather structured input from customers. Organize Customer Feedback Sessions: Schedule sessions with key customers to delve deeper into their experiences and suggestions. Leverage Social Media Monitoring: Utilize tools like Hootsuite or Sprout Social to monitor and respond to customer sentiments on social platforms. Integrate Feedback into Product Development: Establish a streamlined process for relaying customer feedback to the product development team for implementation.

When preparing a feedback touchpoint for customers, always keep in mind, especially if no incentives are involved, that it should be brief. This is especially true with surveys, phone calls, and video calls. When the individual 'just wants to get through it,' you're likely to receive lackluster feedback. One way to avoid this is to decrease the time commitment by increasing the frequency of touchpoints. For example, instead of conducting an annual customer survey with 10 questions, maybe break it up bi-annually or even quarterly. That way, not only do you keep the customer's attention, but you may even yield a higher completion rate.

Just collecting feedback isn't enough. Spreadsheets are my saving grace for organizing it all. I categorize responses by theme and then use word clouds to see which terms pop up the most. This helps me identify what's resonating with customers, both positive and negative.

Rationale: Surveys and feedback forms provide a broad understanding of customer sentiments. Customer feedback sessions offer a more personalized and detailed insight into specific issues and suggestions. Social media monitoring allows for real-time engagement and response to customer concerns. Integrating feedback into product development demonstrates a commitment to customer-centric improvements. Risk Assessment: The primary risk involves potential information overload and misinterpretation of feedback. This can be mitigated through effective analysis tools and processes.

Clear communication and consistent follow-ups are essential. It's really important throughout the feedback cycle to ensure the customer feels they are involved in the process. Getting this right means soliciting feedback in the future becomes easier as customers are aware of the changes and impact their feedback has resulted in. It also increases customer buy-in to your product as they become a part of the journey. After receiving feedback ensure you thank the customer and highlight the value of their contribution. Highlight the next steps in your company's feedback process and ensure you keep them updated at each stage. Finally, make sure to share the outcome or resultant change their feedback led to.

Feedback is a two-way street; you also have to give feedback by appreciating the customer for their response and sharing the outcome you got as a result of their feedback and recommendations, this makes them feel appreciated as valuable stakeholders. This is a good way to boost customer retention and referrals

To learn and improve, consistently gather and analyze customer feedback to identify patterns and recurring issues. Use these insights to refine your products, services, and processes. Implement changes based on feedback, and measure their impact through key performance indicators (KPIs). Encourage an open dialogue with customers to receive ongoing input and adjust as needed. Foster a culture of continuous improvement by regularly reviewing performance data, sharing findings with the team, and updating strategies accordingly. This iterative approach ensures that you stay aligned with customer needs and enhance overall satisfaction with increased customer loyalty.

Each quarter we'd send customer survey's - asking each partner what their experience has been over the course of each quarter. The good, the bad, and the ugly - that's the best way to describe the feedback we received. I was shocked to say the least. What was more shocking was the lack of follow through and action items from our leadership. It does nothing for your team if customer provide feedback and very little is implemented from it. Suggestion: -Start with the leadership team. The culture of your company will always start with leadership. Feedback is incredibly important, as it validates the experience of the individual(s) and provides opportunity for growth.

As the owner of "Delightful Treats," I value customer feedback to boost sales. Through suggestion boxes and social media, I gather insights. Emily suggests faster service, more seating, and gluten-free options. I invest, revamp the bakery, and introduce gluten-free treats. Positive reviews attract customers, inspiring me to prioritize feedback and enhance satisfaction.