If there's anyone who can help you understand what the customers really needs, it's the customer.
In general, most companies are not actually customer-centric. They push their products or services and hope for the best. Instead, real customer-centric businesses should be taking the time to listen to their customers at scale, collect and analyse customer feedback, and provide what the customer actually needs.
Customer feedback has multiple uses. Gauging customer loyalty over time is an obvious one. However, in some cases, customers really need you to build a certain feature to alleviate a specific pain. In other cases, customers may want to voice their disgruntlement about poor product performance or bad support.
Whether you're measuring customer loyalty, customer satisfaction, or customer requirements, really listening to what they have to say will help reduce churn - one of the biggest impediments of business growth.
Collecting customer feedback in a systemic and organised way is a great way to speed up learning, improvement and growth. Just ask, listen, analyse, and say thanks!
What do we survey today and what to we want to achieve.
Do we want to measure loyalty, customer experience or evaluate business processes. We'll choose the right survey.
The customer feedback is invaluable - for the entire company. Let's align on responsibilities.
Automate key activities post completed customer feedback. Actions are tailored according to the customer feedback.
Wouldn't it be valuable to structure the feedback to understand the big picture? Yes, we'll just that.
The key differentiator for customer centric companies are that they actually act and improve on feedback. Don't forget to thank the feedback provider. They made it possible.
Wasn't the feedback clear enough. Don't leave the customers hanging. Follow-up to learn more and identify the root cause.
A service or support organisation better able to prevent and/or reduce churn
An automated, measurable and actionable customer feedback strategy
A more human, more helpful and more timely customer feedback experience
A trained, smarter and more productive customer support team