8 Ways to Collect Customer Feedback & What to Do With It


8 Ways to Collect Customer Feedback & What to Do With It
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As a marketer, one of many greatest challenges is knowing what it’s my viewers desires.

  • What are they’re searching for?
  • What do they want?
  • How can I assist them?

The downside is, these questions aren’t all the time straightforward to reply.

Humans are difficult and if I’m being trustworthy, we don’t spend sufficient time truly paying consideration to their wants.

In truth, a research from Janrain reported solely 5.8% of customers felt digital advertisements understood their wants.

To reduce via the noise and attain our prospects, we now have to listen to what they need – and it begins with suggestions.

Customer suggestions is an superb asset to have in our toolbox. It provides us actual insights into how our prospects really feel and what they need.

It reveals us what we’re doing proper, how we will enhance, and is integral to model messaging and advertising.

The factor is, the thought of buyer suggestions will be scary.

  • What in the event that they gained’t assist us?
  • What in the event that they don’t like us?
  • How a lot time will this take?
  • Where do I begin?

The solutions:

  • They will.
  • Win them over.
  • As lengthy because it wants to.
  • I’ve a number of concepts!

Well, I’ve eight concepts to be precise.

1. Customer Check-Ins

When I labored in-house, we had an individual on the advertising staff whose job it was to speak to prospects.

Each week he would name a small set of consumers to see how they felt concerning the product and what we may do to assist them.

The suggestions was immensely helpful to us and it confirmed the purchasers we cared.

Customer check-ins don’t have to be difficult.

A check-in will be so simple as choosing up the cellphone or sending an electronic mail.

Take Amazon, for instance. Some of the sellers do an incredible job following up, asking for suggestions and requesting vendor rankings:

Amazon Feedback

It’s a simple factor to do and it provides you true insights into how your prospects are feeling.

The key’s guaranteeing you might be truly utilizing the suggestions offered.

Make positive suggestions is aggregated in a single place and distributed to the suitable individuals. It doesn’t assist anybody if the data isn’t shared.

2. Live Customer Q&As

Just a few months in the past, a software program suite we use was preparing to roll out a brand new product. Before they did, nonetheless, they held reside Q&As with energy customers.

This allowed the corporate to get real-time suggestions from the individuals who would truly be utilizing the product.

It additionally allowed them to see what options have been lacking, what bugs have been nonetheless on the market, and most significantly, how their viewers would truly use it.

That final piece is vital.

Most individuals are conversant in the Nalgene water bottle however do you know it wasn’t truly meant to be a water bottle? According to Nalgene:

“Our labware scientists-who were also big into hiking-took our laboratory bottles on backpacking trips because the bottles were leak-proof and lightweight….By now, our labware bottles had caught on with the hiking and adventuring subculture. This gave our president an idea: market these labware products as high-quality hiking and camping essentials.”

Sometimes our prospects can present us one of the simplest ways to use our merchandise.

Don’t be afraid to have them take a look at issues out earlier than launch. They would possibly provide you with a brand new thought.

three. Call on Customer Support

If you’ve gone to a advertising convention up to now 10 years there was at the least one particular person speaking concerning the breaking down of silos.

Marketing wants to speak to gross sales who wants to speak to product who wants to speak to help, and so forth., and so forth.

All of that’s true however sadly, we nonetheless aren’t there.

Sales nonetheless isn’t utilizing advertising content material and advertising nonetheless isn’t centered on driving SQLs. There remains to be separation and to be trustworthy, for many firms, that may be the case for a really very long time.

8 Ways to Collect Customer Feedback & What to Do With It

If you need to create environment friendly advertising campaigns, you want to break down these silos – beginning with help.

Your help staff spends their day fielding calls from prospects. They know what questions are being requested, what issues customers are encountering, and what customers can’t discover on the web site.

Pay consideration to that final one.

At my final job, the advertising staff held weekly conferences with the shopper help staff to perceive buyer wants but in addition to perceive what data individuals have been searching for.

If they couldn’t discover data on the location, we added it to our content material plan.

Talk to your help staff. They know issues.

four. Check the Chat Logs

Along with speaking to your help staff, check out chat logs.

Tools like Olark, Drift, and Livechat maintain logs of the conversations taking place.

8 Ways to Collect Customer Feedback & What to Do With It

If you don’t have direct entry to the chat platform, ask your help staff to embrace you on reviews. Even a once-a-month overview may yield precious outcomes.

5. Scrub Your Site Search

I’ve mentioned it earlier than and I’ll say it once more, website search is without doubt one of the most underutilized functionalities in Google Analytics.

Think about it. Site search permits us to see precisely what our customers are searching for. It reveals us what data they need and extra importantly, what data they’ll’t discover.

Check this out:

Right earlier than GDPR went into impact, I used to be analyzing a shopper’s website search knowledge. The shopper, a advertising automation answer, had written a lot about GDPR nevertheless it wasn’t simply accessible from their dwelling web page.

What have been the highest search phrases?

You guessed it. GDPR-related queries.

Because of the location search knowledge we had accessible, we knew we wanted to add one thing instantly to the house web page.

Spend time evaluating website search knowledge. You by no means know what you would possibly discover in there.

6. Send Out a Survey

I really like taking surveys.

They make me really feel like my voice is being heard, that the corporate cares, and if I’m being fully trustworthy, I’m all the time fairly positive they’re going to attain out and provides me a particular thanks for filling it out (spoiler alert: that hasn’t occurred).

Now, I do know everybody doesn’t love them as a lot as me and the common response fee is ~33%, however surveys will be an effective way for firms to get suggestions from their prospects and thanks to all the brand new expertise, they are often completed in any variety of methods:

Pop-Up Surveys  

Tools like Qualaroo allow you to put a survey instantly in your website. Even higher, they allow you to determine when the survey ought to seem (e.g., when an individual is about to exit).

If you might be working an on-site survey, keep in mind to maintain it easy and succinct and ensure you know what you need to get out of it earlier than you begin.

Email Surveys

JetBlue does an incredible job with this. Post-flight, you get a easy email-based survey asking about your flight and guaranteeing went properly.

8 Ways to Collect Customer Feedback & What to Do With It

I also can attest to the very fact in the event you report a poor expertise, they are going to attain out to decide what went incorrect.

Post-Call Survey

If you’ve ever spent any time on the cellphone with a cable or bank card firm, you’ve most likely heard the “please stay on the line for a survey.”

Personally, these are my least favourite however they might help guarantee your buyer help staff is doing an excellent job and your prospects are blissful.

Facebook Messenger

Not too way back, SurveyMonkey rolled out its Facebook Messenger integration, permitting you to run surveys inside Messenger.

This is definitely actually cool (in the event you aren’t spamming individuals) and the instance of soliciting real-time suggestions at occasions is a good use case.

There are definitely different strategies of surveying however if you’re trying to get began, these are stable locations to begin.

7. Use Abandoned Cart Emails

They clicked in your advert, they hung out merchandise, they even went as far as to put the merchandise within the cart and start the checkout course of. And then they left.

What. Just. Happened?

Abandoned cart emails are an effective way to get individuals again into the shopping for course of however they’re additionally an effective way to generate suggestions.

For instance, let’s say an individual abandons their cart. This will often set off one or two follow-up emails reminding them of their buy and maybe providing a reduction.

Why not use your remaining electronic mail to perceive why they left?

Include a brief ballot or one query survey asking why they deserted their buy. Perhaps it had to do with transport prices or perhaps they only weren’t prepared to purchase.

Those two issues are very completely different and the way we reply to them must be completely different.

If somebody merely isn’t prepared to purchase, they may very well be put right into a retargeting listing. If transport was the problem, we will embrace them in a free transport sale.

Getting suggestions usually means being inventive nevertheless it additionally means utilizing what you may have. 

8. Track Your Brand

This final one may be the obvious nevertheless it additionally will be probably the most tough.

After all, the online is a reasonably large place and discovering each point out of your model can really feel inconceivable.

The factor is, you’ll by no means discover each point out and also you don’t have to.

The key’s discovering those that matter – those containing actual suggestions from actual prospects and potential prospects.

How can we try this?

Set up Brand Alerts

There are any variety of instruments on the market that may permit you to observe your model.

Most of us are conversant in Google Alerts and Mention, however even SEMrush permits you to observe your model. There will doubtless be some junk in there however take a couple of minutes every week to undergo and see what individuals are saying.

Monitor Social Media

Have you ever used social media for key phrase analysis? If not, it is best to.

Social is an incredible place to see actual suggestions from actual prospects and be taught:

  • How individuals discuss your model.
  • How they describe your merchandise.
  • How they describe your rivals’ merchandise.

8 Ways to Collect Customer Feedback & What to Do With It

Take the time to hear.

Tools like Hootsuite, Tweetdeck, Sprinklr, and Sprout Social will be massively precious when it comes to social listening and the latter two will truly permit you to create an entire course of round responding.

Aggregate Reviews

Reviews are content material gold.

Whether they’re good or unhealthy, they offer you precise suggestions on the shopper expertise they usually might help you determine what to market.

For instance, if you’re a mattress and breakfast and the entire evaluations discuss how beautiful the wooden fireplace smells, think about including that to your advertising supplies. If you’re a tax legal professional and the evaluations observe the way you didn’t waste individuals’s time, focus your advertising on effectivity and price financial savings.

Regardless of what the evaluations are saying, there are issues you’ll be able to be taught.

Consider a instrument like Channel Signal that may not solely combination evaluations for you however assist distill them into actionable knowledge factors.

Final Thoughts

Customer suggestions is crucial to advertising success and discovering it doesn’t have to be exhausting.

Just like something in advertising, it’s all about how you employ the info.

Start small, trying on the data you have already got and going from there.

More Resources:


Image Credits

In-Post Image (Sales funnel): SuperOffice
All screenshots taken by writer, November 2019



Source hyperlink search engine marketing

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