Tienes que gestionar muchos comentarios de los clientes. ¿Cuál es la mejor manera de hacer un seguimiento de todo?

La experiencia se mide entre el gap de las expectativas del cliente y lo obtenido. Tener identificado si su expectativa está alineada a lo obtenido va a resultar clave para entender la satisfacción de nuestro cliente. Los clientes leales son los que interesan en cualquier ámbito comercial.

In this open space of possibilities, consider the human touch in feedback. Beyond metrics, genuine connections make a difference. Share success stories – how a small tweak led to a delighted customer. Embrace constructive criticism as a catalyst for growth. Remember, feedback isn't just about numbers; it's about the people behind them. Cultivate a culture where every team member values and learns from the unique tales shared by your customers. It's the art of turning feedback into a narrative that paints a picture of improvement and customer satisfaction.

Customer feedback is key to any organization growth. So it's very important for any organization to capture customer feedback in an organized manner in a centralized CRM portal. This portal should be customized to give red alerts (with automatic process flow) on improvement areas. Moreover, the portal should highlight best practices so as to provide better customer experience.

Without sounding like a broken record here. But, in my day. This is where staff cut their teeth on; What did that look like? -Onsell  -Upsell  -Opportunity Spot  -Increase Contract Penetration For 1-2 years before getting a chance to work in Business Development. That provided them with a commercial lense of what the deal packs looked like that would pass ; -Legal - Who's pro forma, what sticky clauses -Credit - To what level company credit. -Customer Success (Communication Plan) How was that measured? -Client satisfaction surveys. -Commendations from clients. But overall, increase in contract penetration, in original site billables, and expanded sites billables due to proper diligence. Sadly, far from what we have today

Feedback is all about good work to be continued and excel in future endorsements. To be effective, feedback should be intentional, constructive and engaging.

Again without sounding like a broken record. This is why the lost art of the communication plan is vitally important. Where all feedback methods will be locked in, and negotiated into a two way action plan, along side things like ; Key Contact Back up Key Contact Visitation Cycle Video Meeting Cycle Phone call frequency Required reporting for KPIs, and QBRs. Parking requirements Gifts / Breakfast etc (yes/no) Feedback Requirements (NPS)(CSAT) (CES) That way there is no guess work, and its all bedded down nice and early. The way things use to be super simple, and seamless

In my opinion, the best instrument for measuring client satisfaction would depend on the specific context and goals of the organization. While NPS surveys provide insights into overall loyalty, CSAT surveys offer detailed feedback on individual interactions, and CES surveys gauge the ease of doing business. I believe a combination of methods, such as NPS, CSAT, and CES surveys, complemented by direct feedback channels and online monitoring, would provide a holistic view of client satisfaction levels.

Organize it in a centralized system. One that makes it easy for analysis, and one that allows you to prioritize faster. In doing so makes it easier to regularly review and address consistent or important issues faster.

Choosing the right feedback methods is paramount for meaningful Insights. Tailoring approach like NPS,CSAT, and CES surveys to the specific goals ensures targeted feedback. Additionally, utilising channels such as email, phone, or social media, maintains accessibility while avoiding customer overload. Quality over quantity is key.

Balance quantity and quality: Don't just aim for large amounts of data. Ensure you obtain insightful and actionable feedback.

I like the suggestions for organizing feedback, from using spreadsheets to integrating with CRM systems like HubSpot. They offer flexible options to fit different needs and resources. In my view, having a systematic approach is key. This means setting clear criteria, being consistent, and regularly reviewing feedback. By organizing feedback well, we can uncover valuable insights, spot trends, and address customer concerns promptly. It's all about improving the overall customer experience! We use Hubspot for this purpose. By leveraging its features, we can categorize and filter feedback based on various parameters such as date, source, customer, account, product, service, or issue.

1- Send a thank you note to each and every contributor for the feedback. 2- Organise the data first and try to understand the first 5 pain points by category and the first 5 Smiling points . 3- Understand whether both are aligning with your organisational goals Or not and accordingly characterise them 4- Plan a open organised discussion with your internal team and understand the capabilities to maximise the response on the feedback chart 5- Meet in person with people who have shared the Most improvement area Feedback and the one with the most Constructive feedback .

Having this information on the company’s CRM is an excellent way to see trends in time and to have a clear north. Especially when sales go down, sometimes the sales teams start to have tunnel vision and just because a certain strategy worked in the past doesn’t necesarily mean that it’s going to keep on working. Specially in such a dynamic world like the one we live in now.

Zu viele Kundenrückmeldungen sind ein Zeichen für schlechte Prozesse. Gar keine Rückmeldung ist ein Zeichen für mangelnde Kundenbeziehungen und Kommunikation. Lob vom Kunden tut gut, Tadel sollte Ansporn sein und bei beidem ist ein Feedback an den Kunden ratsam.

Recuerda identificar las tendencias en los comentarios de los clientes puede ayudar a mejorar los productos o servicios y a anticipar las necesidades de los clientes.

Existen herramientas de seguimiento de clientes que permiten recopilar y gestionar información de los clientes, como el software de CRM. Para escoger el sofware de CRM idóneo es necesario tener en cuenta el sector, el alcance, el presupuesto e incluso la funcionalidad y la estrategia de crecimiento a futuro.

Focus on actionable insights: Don't get lost in the data, identify key takeaways that can lead to concrete actions. Prioritize based on impact: Focus on insights with the biggest potential to improve account management and customer experience. Involve your team: Collaborate with key stakeholders to interpret and utilize the insights effectively.

CSI and CSS Most proactive companies populate data through (CSS) Customer satisfaction survey and obtain a (CSI )Customer satisfaction index. CRM helps to keep updated through the link of lacunas , gaps and expectations tp improve vendor rating. Campaingns can be run in CRM for key accounts which can analyze the ROI of effort or programs. for example. use of RFID tags on supplied equipment can quickly access the asset data to manage and predict failure which can be a measurable campaign for a key account.

Analyzing all available data is very non-general topic to comment on, really depends on type of industry, product, services, business goals etc. But all in all, if we iron out all the details, we can agree to an effective feedback utilization being an iterative process. As we gather and analyze more data, it continuously refines our categorization system to maintain its relevance and maximize its value. By implementing a centralized and intelligently tagged feedback approach, we can transform our customer insights into actionable strategies, fostering better customer relationships and driving business growth.

Time to understand your feedback! Start with numbers - they tell you how things are going. Check the vibe with sentiment analysis; it's like feeling the mood. Go deeper using text mining - find common themes or topics. This isn't just data; it's your customer's story. Use these insights to guide your actions in account management. It's not just about scores; it's about connecting with your customers, step by step.

Absolutely! As a manufacturer, customer feedback is pure gold. It's what sparks innovation and drives us forward. We might think we know it all, but the reality is, customers use our products in ways we never even dreamed of. That's why we've got two ears and one mouth – listening is key! So let's hush up and tune in to what they're saying. Their insights are the roadmap to success!

Here are some key strategies to keep things organized and actionable: Dedicated tools: Utilize dedicated feedback management platforms like Canny, UserVoice, or Delighted. These offer functionalities like tagging, categorization, and voting, making organization and analysis easier. CRM integration: If you use a CRM, ensure it integrates with your feedback system. This creates a unified customer view and helps track feedback related to specific interactions.

To manage customer feedback effectively, consider these strategies: 1. CRM Systems: Utilize CRM software like Salesforce or HubSpot to centralize feedback and interactions. 2. Feedback Tools: Tools like UserVoice or GetFeedback specialize in collecting and organizing feedback. 3. Ticketing Systems: Zendesk or Freshdesk can help manage feedback as support tickets. 4. Survey Platforms: Use SurveyMonkey or Google Forms to gather insights through surveys. 5. Social Media Monitoring: Tools like Hootsuite enable tracking feedback on social media. 6. Analytical Tools: Google Analytics provides insights into customer behavior and feedback trends. 7. Project Management Tools: Use Trello or Asana to track feedback tasks and resolutions.

Take time to carefully review the feedback. Reflect on both the positive aspects and areas for improvement.Identify Themes. This can help you understand the most significant areas to focus on.Prioritize Areas for Improvement Prioritize them based on their impact on your goals or development.Based on the feedback, set clear and actionable goals for improvement. Make sure these goals are specific, measurable, achievable, relevant, and time-bound (SMART)Create a plan outlining the steps you will take to address each area for improvement. seek support from mentors, supervisors, or colleagues who can provide guidance and assistance in addressing the feedback.Implement Change ,Monitor Progress, Request Follow-UpContinuously Improve

Don't complicate. Keep it simple. Make lives of customer always 1st priority. Nothing above that will keep customer loyal. Be true to yourself.

In this open space of possibilities, consider the human touch in feedback. Beyond metrics, genuine connections make a difference. Share success stories – how a small tweak led to a delighted customer. Embrace constructive criticism as a catalyst for growth. Remember, feedback isn't just about numbers; it's about the people behind them. Cultivate a culture where every team member values and learns from the unique tales shared by your customers. It's the art of turning feedback into a narrative that paints a picture of improvement and customer satisfaction. 🎨🌐

In my experience, it’s best to utilise a centralized system, like a customer relationship management (CRM) tool, to collect and organize customer feedback. Regularly review and analyze the data to identify trends and areas for improvement.

Para hacer un seguimiento efectivo de los comentarios de los clientes, es importante monitorear los comentarios, utilizar herramientas de seguimiento, dar seguimiento constante, identificar tendencias, personalizar la comunicación y utilizar campos personalizados.

Solicit the help of AI or a graph database with machine learning that can adapt as more data is gathered. It may take some heavier lifting up front, but can be a huge pay-off later on as more data is added.

I completely agree with Gift Sipho Skhosana's comment: Human intervention is the best approach, especially with customers, when it comes to responding to feedback. Customers must understand that their opinions are heard and that the company values their opinion. If a company has mechanisms to request feedback, it must generate responses to it.