How do you involve customers in your decision-making?

In today's business world, involving customers in decision making isn't just a strategy; it's a mindset shift. By actively seeking their input, you're not only showing that their opinions matter, but you're also tapping into a goldmine of insights that can guide your business to success.

Identifying your goals is definitely an important and crucial step. This step should already be a co-creative process as everyone's goals are different. These differences and their sources, should become transparent for a successful decision. However, there is a step before the identification of goals: framing the decision. "What are we deciding? What is the question?" Different frames lead to wildly different outcomes, so I would recommend consciously thinking about and brainstorming various frames.

Being able to identify your goals you have to understand your customers. Doing research over and over again at various moments in time. At the websites, in the apps, before purchasing during purchase after purchase. After interacting with customer support or on the phone. But also after some months. Reminding them about their experience checking in on the product or service they bought.

IMHAOWO... Sometimes you have to start with "was is it we do not want?" There are times individuals know what they want, but have 000 idea how to achieve it.... i generally will ask, "what don't you want?"....this could be a cost/time restriction, staffing/training issues...whatever. Knowing (sometimes0 what people do not want, can save time, effort, and/or energy. JJR

Create an open feedback loop with your customer. Communication is paramount to the success of any multiparty endeavor. It is important to be as candid as possible with customers to establish and keep realistic expectations as well as to get the best possible feedback from them. Having checkpoints can help facilitate clear topics of discussion as a project progresses. Having your customer as involved as possible will enable them to have some ownership in the solution.

I agree that customer segmentation is of paramount importance to create value for any business. But in my experience, mapping customer journeys is also equally important. It allows the business to be in the shoes of their customer and address the gaps that find.

Absolutely! Segmenting customers is another crucial step in making informed and targeted decisions. By understanding the different characteristics, behaviors, and needs of your customer segments, you can tailor your decisions to better meet their specific requirements and preferences.

Customer journey is a powerful tool to involve the customer in the decision making process, which will foster: -Co-Creation: Engaging customers at different stages of the journey invites them to contribute to the decision-making process, instilling a feeling of ownership and loyalty. -Feedback Loops: The customer journey provides multiple touchpoints where you can solicit feedback. -Personalization: a customer journey helps you understand individual preferences. This empowers you to offer personalized solutions. -Building Trust: Involving customers in decision making fosters transparency and trust. When customers see their input shaping products or services, it reinforces the perception that their satisfaction is a priority.

Creating a community around your brand or product is equally crucial. Encouraging active participation and generating anticipation for upcoming updates or releases. These communities often continue to promote your brand beyond your own marketing campaigns. Furthermore, distinguishing between feedback from casual consumers and those who are passionate about your product yields nuance to the insights. Nurturing a community linked to your brand transforms individuals into advocates, offering a dependable resource for insights and promotion of your brand or product. Often these communities are invaluable to the overall marketing efforts.

Customer feedback is a compass... Open the lines of communication and listen to what they have to say. Their insights can inspire game-changing ideas. This can be done through numerous ways such as: Collaborative Workshops: Host sessions where customers brainstorm with you. Co-creation leads to innovation, and it empowers customers to shape your offerings. Virtual Communities: Create online spaces for discussions. These forums not only give customers a voice but also connect them with each other. Reward Engagement: Acknowledge and appreciate those who actively participate. Recognition is a powerful motivator.

One thing I would caution people in regards to surveys is that a lot of the time it's hard to reach the level of response that is statistically significant (a good sample size). So it may be prudent to use multiple methods of reaching customers to get their insights if the answer your business seeks is critical.

To involve customers in decision-making, start with surveys, interviews, and feedback forms to gather insights into their needs and preferences. Conduct user testing sessions to observe their interactions with prototypes or new features. Create online communities or forums where customers can share ideas and discuss improvements. Establish a customer advisory board to provide regular feedback and suggestions. Engage on social media to understand sentiment and gather suggestions. Implement A/B testing to let customers choose between different options. Regularly communicate changes and updates, and show appreciation for their input through rewards or recognition.

Taking time to analyze and reflect results of campaigns is crucial for big and small campaigns at big and small companies. It's especially crucial when you are unable to directly reach out to your audience (such as clinical trials), so that you become more conscious of what attracts your audience while aligning with your client. A/B testing is a great strategy for teams that aren't as strong in analytics.

To communicate decisions influenced by customer feedback: 1. Clear Explanation: Clearly explain decisions and how customer input shaped them. 2. Personalized Outreach: Tailor messages to customer segments, addressing their concerns. 3. Value Highlight: Emphasize positive impacts on customer experience or improvements. 4. Express Gratitude: Thank customers sincerely for their participation and support. 5. Metrics Display: Share measurable results like NPS, retention, and referrals. 6. Visuals Help: Use graphs or infographics to visualize the journey. 7. Interactive Platforms: Consider webinars or events for direct engagement. 8. Feedback Loop: Invite ongoing input for future improvements. 9. Consistent Updates: Keep customers informed

Sharing your thought process behind certain decisions can be enlightening for customers. This transparency builds trust and demonstrates that you value their partnership in your journey. Remember, the true power of customer involvement lies in the meaningful relationships you nurture. So, always embark on a journey of co-creation, where customers aren't just consumers but valued partners in your growth story.

Another positive side-effect (if I can say it that way) is that comunication of decisions and feedback to customers can effectively state an organization's intent towards customer centricity and hence play a long lasting role in building your brand.

When communicating the decision reached to customers, it is important to leave room for customer feedback on the decision reach as this will give a more human face to the business and business processes, that the customer was the focus from the start. Any points noted at this stage should be acknowledged and further engagements done with customer. The resulting effect is a assured customer loyalty based on customer centric business decision making process.

The nature of the relationship between the business and its customers dictates how decisions are made, and tailoring your approach to match these dynamics is crucial. In B2C contexts, surveys and focus groups are indeed valuable tools for gathering insights into consumer preferences, behaviors, and needs. The relatively larger customer base in B2C scenarios requires a more generalized understanding of consumer sentiments to effectively address market demands. In B2B contexts, the dynamics are often more complex. The relationship with the customer becomes a fundamental factor. The involvement of the customer in the decision-making process can bring significant achievements such as gaining customer intimacy and strengthening the relationship

Ask before you launch. Ask when you launch. Ask after you launch. Keep asking why they buy and how your product, process or service meets their needs and their expectations.

Define success metrics Determine how you will measure the success of your goals. Identify specific metrics or key performance indicators (KPIs) that will indicate whether you have achieved your desired outcome.

- Regularly seek customer opinion and suggestions. - Test prototypes with real users for insights. - Gather preferences and pain-points through surveys and polls. - Launch beta programs to let customers try new features and give feedback. - Conduct customer interviews to help them dig deep in their needs and challenges. - Monitor social media for discussions. - Co-create ideas with your customers. - Show your customers on how their input influences decisions.

Engaging customers in the decision-making process is facilitated by adopting a customer-centric approach. This involves actively seeking and valuing customer feedback, conducting surveys, analyzing their preferences, and aligning business strategies with their needs. By integrating their insights, businesses can make informed decisions that lead to more relevant and satisfactory outcomes for both the customers and the company.