Você está administrando um negócio online. Como você pode obter o melhor feedback dos clientes?

I can agree with this, building meaningful customer relationships is key. You can start by actively engaging with your audience through surveys, personal emails, or follow-up calls. Show appreciation for their feedback and use it to improve your products/services. Transparency and genuine communication go a long way in earning trust. You can encourage satisfied customers to leave reviews and testimonials. Lastly, remember that consistency in delivering excellent service will naturally lead to positive feedback. What I truly learned is: Happy customers become your best promoters!

Feedback that is representative of the customer base is the foundation of any transformation project. It is however only the foundation. I have seen far too many businesses put all their energy into understanding the problem only to stand back and admire it. To deliver lasting and sustained change takes a culture backed by leadership commitment. Do collect as much high quality data as you can, Do visualise this in a way that demonstrates the issues - Then make sure it gets to the right people - Then make sure you have the right governance and empowerment to implement the changes that will reduce costs and profitably satisfy customers. While feedback is critical, it will not deliver the benefits you want without all the other aspects.

To boost your team's sales, leverage sales enablement tools that enhance productivity and efficiency. Consider CRM systems for better customer tracking, sales training platforms for skill development, and analytics tools to gain insights. You can now very easily automate repetitive tasks and provide easy access to resources, ensuring your team is well-equipped to close deals effectively.

Look at the data on how users interact with your site and use this data to develop your customer “desire paths”. Drive for the simplest pathways to give the customers what they want. Look to eliminate dead ends, over clicks or non working web forms by looking where customer drop out of the online process.

Customer feedback through survey, make them answer the specific questions you want through the survey, Emails by putting call to action in your email, free - text back, social media.

While surveys are an effective method, there are additional metrics that can be valuable in assessing customer experience. Tracking user navigation on the website, monitoring abandoned carts, analyzing time-to-action, and evaluating conversion rates provide nuanced insights. Customers who navigate repeatedly to find specific products or information might not always express this behavior through traditional feedback channels. However, addressing these points can significantly enhance their experience, making a substantial difference in overall satisfaction.

When you say online, there comes your aftersales service and this should be done through a quick and short survey after a week or month (depends on the nature of the product/service) mostly products are something you can get the best use after experiencing it and that can't happen right after the purchase.

Estabelecendo múltiplos, e eficazes, canais de comunicação e contato, como e-mails, formulários de feedback e redes sociais, garantindo conveniência aos clientes. Além disso, incentive avaliações honestas, demonstre apreço pelos comentários recebidos e mostre disposição para implementar melhorias com base nas sugestões.

I have worked in the e-commerce field for 4+ years and worked on multiple projects that could elevate the overall customer experience. We would traditionally rely on their customer feedbacks/reviews posted on the product page. They have the most genuine problems stated and it is also easy to track down the customer to further understand the problem if required by connecting with them on call. Also social media platform search is an effective way. Twitter has great filters to help you with refined search. Apart from this, there would be periodic surveys, questionnaires but kept short and crisp to get valuable information without tiring the customer.

Tem diversas plataformas de CX como o forsta smart hub que oferece ferramentas ativas e passivas para medir a percepção da experiência online. Desde questionarios ativos nks sites, pushes e ate mesmo locais no site para o cliente escrever e compartilhar o que desejar sobre sua experiência

Use a variety of tools to collect and manage feedback regarding products, services or customer experiences so you can improve customer satisfaction, identify areas for improvement and gauge customer sentiment. Common feedback tools include : - surveys/feedback forms (gather specific feedback on aspects of your products or service. You can measure and track changes to CSAT, NPS etc) - social media monitoring tools (analysing mentions helps you understand trends and address issues promptly) - online review platforms (trends in ratings/reviews can help identify pain point, improve product features and enhance customer satisfaction) - customer support&help desk software (look at recurring issues, question and satisfaction with support)

I think what tools you use can really depend on the size and scale of your business. If you have a small business, you might want to employ simple tools like a request to email you or chat you with feedback. If you are a larger scale business, you might want to look into more formalized CX Management tools like a Qualtrics or Medallia. My biggest advice is to not overthink the tool and think more about the ask of the customer and what's in it for them to provide you feedback.

Transactional conversational feedback to measure sentiment beyond just “scores” (i.e. NPS, CSAT etc.) that measure and reflect on the complete customer journey.

With feedback in place, it is also important to act on the right feedback. Knowing the frequency of type of feedback, work with cross functional teams, and act on it for an impact. Feedback is a continuous process, therefore I believe the system should be agile to the change.

In my experience, one effective way to act on feedback is to create a cross-functional team dedicated to feedback analysis and implementation. This team can prioritize feedback based on its potential impact, ensuring that the most valuable insights lead to actionable changes. By involving different departments, you ensure that feedback is viewed from multiple perspectives, enriching the decision-making process. Moreover, leveraging technology to track the outcomes of implemented changes can provide real-time data on customer reactions. Tools like A/B testing can reveal the direct effects of modifications on user behavior, allowing for data-driven adjustments.

Ask for reviews. ... Be on review platforms. ... Respond to all reviews – even the negative ones. ... Share positive reviews on your website and social media. ... Review your customers positively. ... ... Train your customer service agents Host events to meet customers.

Acting on feedback involves prompt acknowledgment, categorizing and prioritizing issues, collaborating with relevant teams, and developing clear action plans. Communicate changes made and establish systems for continuous monitoring. Provide necessary training or resources, celebrate successes, and close the feedback loop by updating customers and expressing gratitude. Proactive and systematic feedback implementation showcases commitment to customer satisfaction and continuous improvement.

Prioritise feedback based on common themes, address any issues promptly, and communicate improvements to your customers. Show appreciation for their input to build a positive relationship. Show you are listening most of all!

TSQ software and AI software embedded into the website with automatic notifications to a call centre to contact the customers via chat, email, cals… to help them navigate through the journey they started and make it a successful one for both the company and … this will simply show the customer that you actually care and that you are on the ball ready to help!

People often get distracted by the shiny VOC software and sometimes over look the basics. If you want customer feedback you should, at the VERY MINIMUM: 1) Speak to customers directly either face-to-face or over the phone. 2) Allow a way for anonymous feedback to be sent. 3) Remove as much friction from the process as possible. Don’t pop up a quick question and then pop up five more when the customer is good enough to answer it.

Using spatial experience as a method in gaining feedback is emerging. It’s contextual and immersive allowing direct to pinpoint issues and for continuous improvement. I think business growth will accelerate and advancement in value creation will prevail.

Customer feedback is often the most useful input into how to manage your product. We all think we are the owners of the best ideas(!) but customer feedback can often help shape ideas into your product backlog. Look for themes in the feedback and how you can turn these in to features for your product

It’s important to note the essentials to CX as they contribute largely to the success and growth of a company. More like after sale services as it’s fondly known, no firm can do without CX and as such CX should be taken more seriously and given more attention.