What do you do if customers aren't providing feedback about your brand?

Customer's lack of response probably reflects your brand's perception (either poor service or sub-par products)- hence they too 'care-less'. 1) Sensitize CX team to aim for user-delight. 2) Personalize all outreach efforts for feedback requests (don't SPAM). Also, give meaningful incentives for users's feedback (calls, email responses, forms/surveys etc) 3) High-engagement on Brand Mentions (Reviews, SM etc). Also, reach out to repeat customers. 4) Focus Product Marketing team to leverage easy UI/UX options for hassle-free chat option. Lastly, develop a content strategy which showcases your brand's human-element & transparency. This enhances Brand trust & emotional connect.

If customers aren't providing feedback about your brand, it's important to take proactive steps to understand what's happening. Here are a few strategies: Survey customers and incentivize feedback via multiple channels. Engage on social media w/ customers who are discussing your brand and consider implementing a live chat for immediate follow-up. Request reviews, follow-up right after purchase, monitor online forums and review sites - responding to positive and negative feedback. Provide a feedback button or offer anonymous feedback options to encourage more candid responses. These strategies will help you actively encourage consumer feedback about your brand, helping you identify areas for improvement and strengthen customer relationships

Encourage and incentivize feedback: 1. Create Feedback Channels: Make it easy for customers to provide feedback by offering multiple channels such as surveys, online forms, email, or social media. 2. Incentivize Participation: Offer incentives such as discounts, rewards, or exclusive offers in exchange for feedback. 3. Solicit Feedback Proactively: Reach out to customers directly and ask for their input. Personalized emails or phone calls can demonstrate that you value their opinions. 4. Follow Up: Don't let feedback fall into a black hole. Acknowledge and respond to customer feedback promptly, whether it's positive or negative. Show customers that their input is taken seriously and used to drive improvements.

When customers aren't providing feedback about my brand, I initiate targeted surveys via email, social media polls, and website pop-ups. These surveys ask specific questions about their experience, satisfaction levels, and suggestions for improvement. I also incentivize feedback with rewards like discounts or exclusive offers to encourage participation and valuable insights.

Seeking customer feedback on a range of mutually important aspects of doing business should be a regular practice of business interactions. Quarterly or at least bi-annual feedback is vital to ensuring a positive, ongoing business relationship. A questionnaire can assist, while allowing the customer to openly express their real feelings about the relationship. It should allow the nominating of Specific positive areas, as well as those that are falling short of expectations. Providing customers/clients with service that Exceeds their expectations, not only sustains that relationship, but also opens the potential for that customer to be a referrer of new business to you, or even better, a strong Advocate for your business with others.

One place to source feedback: digital campfire -- A move toward smaller, interest-based forums, dubbed “digital campfires,” surged among youth during the pandemic. Younger audiences have started migrating toward more-intimate, inward-facing platforms to connect, select microcommunities, or participate in shared experiences with like-minded individuals. Forums hosted on Discord, Geneva, Twitch, and Roblox provide Gen Z a haven for conversation and friendships that would otherwise be impossible.

When it comes to young consumers, more than any previous generation, Gen Z wants to be involved in the ideation and curation of participatory moments with the brands they care about. You will need to do more than listen - you will need to become a brand that shares: one which has in place a digital and physical infrastructure which encourages youth to co-create and help shape the direction of the business at all levels. This requires proactively galvanizing Gen Z to collaborate on shaping your brand and the impact it creates in the world. It means your brand is less a finished, perfectly defined character and more of a growing co-star, supporting youth in their own ambitions and individual purposes...

Make use of social listening technologies to keep an eye on brand-related talks, mentions, and conversations on different social media channels. You can obtain real-time insights on what consumers are saying about your brand, goods, or services by monitoring pertinent keywords, hashtags, and brand mentions. Analyze the data gathered through social listening to identify trends, patterns, and recurring themes in customer feedback. Look for common pain points, positive experiences, emerging trends, and areas for improvement In addition to tracking mentions of your own brand, use social listening to monitor competitor activity and industry trends

Listen better! The feedback is there - even if customers are bot “providing” feedback, it may be feedback in and of itself. Maybe the feedback is in their behaviors and choices, not words. Maybe the feedback is provided elsewhere, where you are not “listening.” There is no vacuum. Unless your brand lives in isolation.

consider proactive measures such as surveys, feedback forms, incentives for feedback, engaging on social media, and monitoring online reviews. Additionally, you can analyze customer behavior and interaction data to glean insights into their experiences and satisfaction levels.

Yes, most brands have created a presence on large-scale, public social media platforms, which they use predominantly for building brand awareness, but they often have low levels of engagement with the very consumers that support their product or service. A couple examples of brands doing MORE: Both Gymshark and Starbucks have developed large, open communities by consistently sharing user-generated content, creating a more balanced and inclusive environment. Gymshark has gone so far as to create separate UGC- led accounts: @gymsharktrain and @gymsharkwomen...