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How can you identify the most valuable customer feedback?

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Customer feedback is essential for medical sales professionals who want to improve their products, services, and relationships with their clients. However, not all feedback is equally valuable. Some feedback may be vague, biased, irrelevant, or outdated. How can you identify the most valuable customer feedback that can help you grow your business and satisfy your customers? Here are some tips to help you.

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Amitavo Bhattacharyya

Chief Marketing Officer at Apollo Imperial Hospitals | LinkedIn Top Voice | 22+ Years in Healthcare | MBA, Lean 6 Sigma…
SHOMPA MUKHERJEE

Learning & Development Specialist. My IKIGAI is to enable individuals to Never Stop Learning. A Certified Trainer &…
Paulo Kubo

Gerente Administrativo | Gerente de Unidade | Gerente Operacional

1 Define your goals

Before you collect and analyze customer feedback, you need to have a clear idea of what you want to achieve with it. Do you want to improve your product features, quality, or usability? Do you want to enhance your customer service, communication, or loyalty? Do you want to identify new opportunities, markets, or segments? Depending on your goals, you may need different types of feedback, such as surveys, interviews, reviews, testimonials, or referrals. You also need to define the metrics and indicators that will measure your progress and success.

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2 Segment your customers

Not all customers are the same. Some may be more loyal, profitable, influential, or satisfied than others. Some may have different needs, preferences, expectations, or challenges. To identify the most valuable customer feedback, you need to segment your customers based on criteria that are relevant to your goals. For example, you may segment them by industry, size, location, purchase history, satisfaction level, or referral potential. By segmenting your customers, you can tailor your feedback questions, methods, and channels to each group and get more specific and actionable insights.

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Paulo Kubo

Gerente Administrativo | Gerente de Unidade | Gerente Operacional
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Quando você segmenta os clientes, facilita muito em rela??o ao feedback. Ex. Cliente acima de 100 mil, clientes que gostam de contato por email, ou via telefone. Você consegue personalizar o feedback do cliente pelo perfil, caso contrário você terá apenas uma média generalista do feedback.

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3 Ask the right questions

The quality of your customer feedback depends largely on the quality of your questions. You need to ask questions that are clear, concise, relevant, and unbiased. You also need to ask questions that can elicit both quantitative and qualitative feedback. Quantitative feedback is based on numbers, ratings, scores, or percentages. It can help you measure customer satisfaction, loyalty, retention, or profitability. Qualitative feedback is based on words, opinions, emotions, or stories. It can help you understand customer needs, preferences, expectations, or challenges. You should balance both types of feedback to get a comprehensive and accurate picture of your customers.

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Gabriel Sampaio

Supervisor de relacionamento com cliente| Leroy Merlin
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é consequência: quanto mais você pergunta, mais você sabe, aprende, desaprende, relembra, come?a à ter influência, pois quanto mais a outra parte te passa as boas informa??es - e aí você precisa fazer boas perguntas - mais você controla o tema, pois quando tiver que se posicionar, contribuirá com base naquilo que te foi passado.

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4 Listen actively and empathetically

Customer feedback is not only about asking questions, but also about listening to the answers. You need to listen actively and empathetically to your customers, especially when they share their problems, complaints, or suggestions. Active listening means paying attention, showing interest, asking follow-up questions, and summarizing or paraphrasing what you heard. Empathetic listening means showing respect, compassion, understanding, and appreciation for your customers' feelings and perspectives. By listening actively and empathetically, you can build trust, rapport, and loyalty with your customers and make them feel valued and heard.

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Amitavo Bhattacharyya

Chief Marketing Officer at Apollo Imperial Hospitals | LinkedIn Top Voice | 22+ Years in Healthcare | MBA, Lean 6 Sigma | Healthcare Business leadership
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True customer understanding goes beyond questions – it's about active, empathetic listening. When customers express concerns or suggestions, engage with genuine interest. Active listening involves: - Attentive focus - Follow-up queries, - Summarizing their thoughts. Add empathy by showing respect and understanding. This isn't just about solving problems; it's about forging trust and loyalty. Your customers should feel valued, heard, and appreciated – that's the foundation for lasting connections. So, put on your listening ears, and watch how it transforms relationships.

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5 Analyze and prioritize feedback

Once you have collected customer feedback, you need to analyze it and prioritize it according to your goals. You need to look for patterns, trends, gaps, or opportunities that can help you improve your products, services, or relationships with your customers. You also need to identify the most urgent, important, or feasible feedback that can have the most impact on your business and customer satisfaction. You can use tools such as spreadsheets, charts, graphs, or dashboards to organize, visualize, and compare your feedback data. You can also use techniques such as SWOT analysis, Pareto analysis, or Eisenhower matrix to prioritize your feedback.

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6 Act on feedback and follow up

The final and most crucial step is to act on the customer feedback that you have identified as the most valuable. You need to implement the changes, improvements, or solutions that can address your customers' needs, preferences, expectations, or challenges. You also need to follow up with your customers and inform them about the actions that you have taken based on their feedback. You need to thank them for their feedback, show them the results, and ask for their feedback again. By acting on feedback and following up, you can demonstrate your commitment, responsiveness, and professionalism to your customers and enhance your reputation and credibility.

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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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SHOMPA MUKHERJEE

Learning & Development Specialist. My IKIGAI is to enable individuals to Never Stop Learning. A Certified Trainer & Assessor. Toastmaster. Harvard Business School Calcutta University
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Today no one has TIME. Even if it is a complain, people do not bother. They simply move on, switch over from one brand/product to the other when dissatisfied. Hence if someone gives you the time to respond, give you a feedback or a suggestion, they need to be acknowledged and taken care of. Remember- No feedback is a bad feedback. They want to stay with you shop with you, buy your brand, use your product and services. Their feed back to us makes it very clear that they want you to do something about their concern or suggestion, so that they do not face the same situation/ problem again in the future Thus building honest, trustworthy strong relationships you can vouch upon. These customers matter. They are your Platinum members.

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How can you identify the most valuable customer feedback?

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1 Define your goals

2 Segment your customers

3 Ask the right questions

4 Listen actively and empathetically

5 Analyze and prioritize feedback

6 Act on feedback and follow up

7 Here’s what else to consider

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