"Having customers who are willing to give feedback about your product or service is a potential gold mine for your company and its growth. The important part is knowing when to listen to the customers and when and how to use their feedback to help your company become better. There are many different ways to accomplish this, and each one has a benefit. The input that you may need might depend on your company's current stage. It also could depend on the tools that you have to collect that information.
We asked members of the Young Entrepreneur Council for some insight on what to look for in customer feedback and how best to use it when it becomes available. "
https://www.forbes.com/sites/theyec/2018/05/07/11-founders-on-how-to-best-listen-to-customer-feedback/#789e988549aa/
The last 10 years of customer-driven innovation has taught Salesforce a lot. While listening is fairly simple (and fun!), using it to inform product planning is much more complex. Integrating customer feedback requires executive alignment, commitment to community, and a solution that is both simple to use and rich in information to help product managers plan effectively. Sound daunting? Well, we’re here to help because today we’re sharing some of the tips and tricks we’ve learned while building our listening machine.
https://www.salesforce.com/blog/2016/12/4-tips-to-turn-customer-feedback-into-action.html/
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
http://www.customerexperienceupdate.com/feedback/?open-article-id=8026285&article-title=bad-feedback-is-the-best-feedback--are-you-listening-for-it-&blog-domain=360connext.com&blog-title=360connext/
An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.
In its simplest form a customer first strategy is about thinking customer first in everything you do. Yes I know it sounds easy but it really isn’t. That it doesn’t come naturally, at least to start with. And that it involves a culture change to move the organisation in this direction. But I can assure you it’s worth it; its value is now well proven.
http://www.customerexperienceupdate.com/?open-article-id=8104004&article-title=what-a-customer-first-strategy-is--and-what-it-s-not--&blog-domain=c3centricity.com&blog-title=c3centricity/
Customer feedback always plays a big role in your business growth. Every business organization tries to reach more customers with their satisfactory services. Being a service provider your responsibility is not only limited to the services but also you have the depth to understand customer requisition and their cause of dissatisfaction. Here all types of feedback are essential for continuous business improvement. Converting pessimism into optimism is the key element that ensures business success. Numerous processes are there to collect and measure your customer response.
https://www.techejobs.com/blog/reasons-prove-customer-feedback-essential-business/
There appears to be no slack in the effort by organizations to create and distribute content designed to create meaningful interactions with prospects and customers across the customer buying decision process. However, despite the intent to create a dialogue, most of this work still utilizes a “push” approach that still feels like a monologue.
Being able to adapt to how customers behave requires Marketing to move from being a Marketing content engine to a customer engagement engine. This is a bold move and a big departure from how most Marketing organizations are structured. This article suggests how to restructure and measure the Marketing organization to adapt to the new era of customer engagement.
http://customerthink.com/how-marketers-must-adapt-to-the-new-era-of-customer-engagement-and-measure-success/
There’s just a few weeks to go before the General Data Protection Regulation comes into effect, with every organisation that handles customer data considering the impact and preparing for change. So, what do you need to know about the impact GDPR will have on Customer Experience?
https://customerthink.com/gdpr-and-customer-experience-everything-you-need-to-know/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don’t want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers’ needs and priorities?
https://blogs.wsj.com/experts/2018/05/04/how-to-get-customer-feedback-without-asking-the-customer/
Customer experience is more like an iceberg. You could see the numbers and trends on the surface, but dive deep down and you’ll discover what actually drives it and, more importantly, how your company can achieve business goals making improvements on the basis of customer feedback. So why should you collect text feedback rather than scores?
http://customerthink.com/customer-feedback-is-much-more-than-a-score/
“We care deeply about our customers.” “We put our customers first.” Or: “We ❤️ our customers.”
You’ve probably seen more than a fair share of brands use these taglines or some other similar phrase in order to profess their undying, indissoluble love for their customers. They pop it into their office reception areas, YouTube ads, business cards, staff lapel pins, About Us pages, social media bios, email signatures. If your company fits this description, it’s important to be honest and ask yourself: do these words ring true or hollow?
To truly demonstrate your company’s commitment to customers, you have to be able to understand them first. You have to know their thoughts and feelings, their wants, needs, opinions, and expectations. You have to develop your ability to understand and measure the kind of customer experience you’re delivering, so you can gain insights essential to showing genuine customer love. None of this would be possible if you don’t know how to manage customer feedback.
https://customerthink.com/your-2018-customer-feedback-cheat-sheet/
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