How can you manage customer feedback when you're short on time?

I came from an industry that took customer feedback seriously and directly dealt with every less than favorable review. They understood that happy guests/customers drive quality, revenue and loyalty. They return more and purchase more. It costs 7 times more to land a new customer than it does to retain one. So regardless what you use your feedback for, ensure to invest in people/resources to acknowledge those that took the time to submit feedback. Use poor feedback as a customer recovery opportunity and show appreciation to the ones that submit great reviews. I can’t tell you how many reviews I’ve submitted only to never hear from them again. Makes you want to take your business elsewhere.

Effectively managing customer feedback when time is limited involves prioritizing key themes, utilizing automated tools for data analysis, swiftly addressing urgent concerns, implementing quick-win solutions, and maintaining transparent communication to convey a commitment to continuous improvement, all while balancing the need for efficiency and responsiveness in the face of time constraints.

We decided to work with live video testimonials and had them all on our website. This was a lot more powerful than written reviews that can be written by anybody. Gives your business a lot more credibility and you know straight away if a customer declines the video that something isn’t right & you can approach the reason and hopefully resolve any issues.

Sempre tentar definir alguns "filtros" para conseguir ter uma percepção maior do que se trata o feedback através de algumas palavras chaves. Após o recebimento dos feedbacks é importante encontrarmos maneiras de separa-los por categorias, por exemplo: elogio, reclamação ou sugestão

Number one: Listen. Most people want most to be heard. If time allows, ask a clarifying question and listen a bit more. When short on time, say so, and thank the customer for taking the time - and the risk - to give feedback. Offer what is within your power to respond to the concern or follow up. And thank them again. That's another thing we want: to feel appreciated.

In my experience leading the Customer Success team, sending NPS surveys to clients after they have used your product has proven effective in garnering relevant and accurate feedback. Another key factor is leveraging your client-facing teams, who can contribute their insights to an internal communication channel. This channel consolidates feedback from all sources, ensuring organization-wide visibility, including for senior leadership. This approach fosters accountability and facilitates discussions among the entire organization. It enables you to assign the optimal person to address specific feedback. The Customer Success team plays a central role in addressing and resolving issues, keeping clients updated on feedback-driven actions.

Nowadays using AI tools can help a lot, or a CRM platform. But keep it simple. Try to be involved at the begining to get the right results for you. So that on later stages all is rolling better. Create some test groups.

Saving time - chatbot. With AI it is possible to create an immediate resource answering the most repetitive question quickly. Yes, it'll take time to perfect and it will only at any given moment be 70% accurate. If you get the same question over and over, start a group, have a meeting, and provide targeted information and then delegate.

Prioritising feedback based on what affects customers is paramount. Also consider organising workshops where cross-functional teams align customer feedback with organisational goals. This ensures that feedback is not only prioritised based on its impact but also aligned with broader strategic objectives. It fosters collaboration between departments, leading to more holistic and impactful improvements. Furthermore, it helps teams understand the larger context. This then makes them more invested in the feedback implementation process.

Conduct regular reflection sessions within your team to discuss the feedback management process. Invite team members to share their experiences, challenges, and suggestions for improvement. This collaborative approach fosters a culture of continuous improvement and ensures that everyone involved in the feedback loop feels heard and valued. It also allows for the identification of systemic issues and the implementation of effective solutions.

Make the time! Your customer is the reason you're in business so their feedback should always be your priority. Put aside everything else and capture their feedback.

Always follow up on any kind of feedback from customers. Not showing what you will do with the data is killing your FB culture. Both externally towards customers as to employees. FB is ideal for research and great valuable input for Thought Leadership content in your marketing and sales channels! Many organizations forget to use this in this way.

When time is tight, what I usually do is, categorize the feedback and make a separate list of positive and negative feedback. Then I address issues that impact multiple customers. I often make a template or utilize tools for sentiment analysis to quickly gauge the overall tone. Remember, even a brief acknowledgment of feedback can go a long way in showing customers you're attentive.

Any feedback is important feedback. Be sure the feedback channels are created and are active. Have the directly send to quality assurance or to general managers assistant so you dont miss really important things