How can you easily collect and analyze customer feedback?

Customer feedback is one of the most crucial elements in any business as it helps you understand your efforts to the value created. As important as it sounds, its execution is also important. Channels - Conduct research on reachable channels to your clients. Timing - Not every customer will be responsive to feedback at the same time, so segment your customers based on their journey. Questions - Every feedback has a goal and one should plan questions in a way that can capture the essence and later can be extrapolated to conclusions. Testing - Run the A/B testing on different milestones/ journeys and different questions. Refine - Keepp a consistent effort of refining the process.

1. Surveys: Create surveys through platforms like SurveyMonkey, Google Forms, or Typeform to gather structured feedback. 2. Social Media: Monitor comments, mentions, and direct messages on platforms like Twitter, Facebook, or LinkedIn. 3. Emails: Send targeted emails with feedback forms or request feedback through follow-up emails. 4. Customer Support Interactions: Utilize interactions with customer support to gather real-time feedback.

Dependendo o estado de maturação da empresa é recomendado alocar os recursos (Dinheiro, tempo e esforço) em diferentes canais, podendo escolher através do método ICE Scoring. Exemplo: Estágio inicial 80% em canal de ROI rápido 10% em canal de ROI a longo prazo 10% em canal de teste Estágio Growth 60% em canal de ROI rápido 20% em canal de ROI a longo prazo 20% em canal de teste Estágio avançado 60% em canal de ROI rápido 30% em canal de ROI a longo prazo 10% em cana de teste Aanalise todas às métricas, inclusive o Cohort de determinada ação no canal para identificar a qualificação e se valerá a pena manter ou fazer testes em outros canais.

Customer feedback collection is very critical for any business. It gives clarity around if the process of client management and the way a certain product/platform build is actually serving its objectives. Feedback collection, feedback analysis and action plans are three important phases of client feedback management. You can use different platforms to automate these to make it easier.

1. Open-ended Questions: Encourage customers to provide detailed feedback using questions like "What can we improve?" 2. Closed-ended Questions: Use rating scales (e.g., 1-10) or multiple-choice questions for specific feedback on products or services. 3. Customer Journey-Specific Questions: Tailor questions based on different touchpoints in the customer journey (e.g., after purchase, post-support interaction).

Use metodologia SPIN, mas antes de tudo, seja um perguntador profissional e não um falastrão inconveniente. Procure ouvir o cliente para identificar o desejo ou dor do cliente, pois todos compram através de um desses vieses. Tenha um playbook e um bom script de vendas, antecipe às objeções, mas se mesmo assim ocorrer, saiba que a rejeição é boa desde que saiba contornar e entregar valor ao cliente. Dê sempre o próximo passo, uma negociação que tem continuidade, não significa que esteja avançando; dê o próximo passo e conduza a negociação.

1. Net Promoter Score (NPS): Measures customer loyalty by asking, "How likely are you to recommend us to a friend?" 2. Customer Satisfaction Score (CSAT): Evaluates satisfaction by asking customers to rate their experience (e.g., "How satisfied are you with our service?") 3. Customer Effort Score (CES): Assesses the ease of the customer's experience ("How easy was it to resolve your issue?")

Cliente pode nem sempre ter a razão, mas é a única razão. Mapea todos os touch points, elimina as ficções, gere experiência e identifique mudanças de comportamentos para gerar sempre a experiência Wowww. Use técnicas de unbox, marketing sensorial, VR, AR e tudo que trouxe experiência, captação de dados e oportunidades de melhorias.

• You can increase your customer's loyalty by constantly incorporating feedback across the entire journey and by communicating your plan to implement the feedback to them. • It's important to make use of available options/channels to collect feedback without being pushy. • Providing feedback need not be boring and time-consuming for your clients. Try to make it fun and engaging for them. • I once used a plugin called Nicereply that lets users click on my email signature to drop a rating on the interaction they had. This increased the amount of survey responses, providing me with a wider data range on customer experience.