Como você usa o feedback dos clientes para melhorar seus produtos ou serviços?

What I don't like as a consumer is the overabundance of multiple surveys from the same provider that require a detailed online response. I delete them but still get repeated contacts wanting the same data. The downside of AI systems, lazy and cheap, but ineffective and ultimately useless.

When you are attempting to improve the customer service and relations process, listening is the most important input from your customers. Constant use open ended questions to find out how the customer feels, what he / she wants in the delivery results of your product or service. Keeping in touch with the customer during the lifetime of the product or service generates referrals to new customer, and the same customer is more interested in buying from your firm over again because of this constant interest you have shown in the customer's satisfaction with the product or service.

To use customer feedback effectively, start by collecting it through surveys, reviews, or direct communication channels. Analyze the feedback to identify recurring themes, both positive and negative. Prioritize areas for improvement based on customer needs and preferences. Develop action plans to address identified issues, whether it's refining existing features, adding new ones, or enhancing customer support. Implement changes and monitor their impact on customer satisfaction. Continuously gather feedback and iterate on improvements to ensure ongoing alignment with customer expectations. communicate with customers transparently about the changes made in response to their feedback, demonstrating a commitment to listening and improving.

To effectively use customer feedback, gather it through surveys, reviews, or direct channels. Analyze recurring themes, prioritize improvements, and develop action plans. Implement changes, monitor their impact, and communicate transparently with customers about the enhancements made based on their feedback.

Regular feedback can result in continuous improvement in the process and product/service we provide to customers. New age clients are more engaged with new age media, as described in the article. However, engaging them in the conversation at the appropriate time and soliciting feedback works well with emerging technologies, such as the CXM Tool, which allows us to communicate with customers in real time across all media.

Improving both the quality and quantity of feedback you receive from customers is key to generate these valuable insights on what could be improved. But also the best way to be proactive in doing so. The first thing to do is to have at least 1 question encouraging "opportunities of improvements". Ranking questions (from 1 to 10) with a comment section below are also very good to get more accuracy. And of course, it also start by ensuring you are regularly asking your customers for feedback with the correct method and at the right time. A key way to be proactive is also to get your people to take any opportunity of having an interaction with a customer to ask for feedback.

Open your ears, not just your business. Instead of just talking at your customers, start listening to them. Don't be shy about asking for their opinion. Whether it's a quick survey, a casual chat, or checking out online reviews, pay attention to what they're saying. Give them a little something extra to say thanks, like a discount or a freebie. Remember, they're the ones who keep your business running, so treat their feedback like gold.

Data. Data. Data. A very negative externality is DOOMING your customers to continual surveys. As a consumer, I HATE taking surveys, but as a manager I literally have to BEG my clients to take them because my overall success is actually MEASURED by the amount of feedback we get (not necessarily WHAT feedback we get). It's clucky, awkward, and probably super irritating. :/

Make survey short 1 page 2 pages max. do not ask for several writen comments and they shoul be short 125 characters max, people have no time or inclination to do long surveys

Continuous improvement is key to success, so its a good practice to ask feedback from the customers once a month or once a quarter. this is another good way to know what do they like the most on the system and what do they wanted to see and what are all the gaps etc, so keep collecting feedback

Utilize sentiment analysis tools to gauge the emotional tone behind customer responses. Understanding the emotions associated with feedback can provide deeper insights into customer satisfaction and expectations, helping you to address not just the practical but also the emotional aspects of customer experience.

Collecting data is 20% and analysis is rest of the 80% to stay ahead of competition. start giving importance to each sections, come up with a action plan and then inform the same to customer that their voice is heard and you are improving/enhancing the system/product/service.

Leverage sentiment analysis tools to gauge the emotional tone in customer responses. By understanding the emotions conveyed, you gain deeper insights into customer satisfaction and expectations, enabling you to address both practical and emotional aspects of their experience effectively.

It definitely starts by monitoring the answers you get while making sure you are improving from the answers you get. For instance, a feedback form should be updated at least twice a year. Any issues you had that you improved on, a question related to this should be included in your form. So you can see directly from the customers' perspective if you have really been able to improve. Following-up from negative feedback both internally (to improve) and externally (to generate trust from a challenging situation) is definitely the mindset to have when it comes to analysing feedback.

Go beyond simple sentiment analysis. Use text analytics tools to identify key customer feedback themes, topics, and emotions. This will help you uncover deeper insights and patterns that might not be obvious at first glance.

Prioritize feedback based on its potential impact on your products/services and customer satisfaction. Focus on addressing the most critical or urgent issues, those affecting the largest or most loyal customer segments, or those offering the greatest potential for improvement or innovation. Additionally, consider the feasibility and cost-effectiveness of implementing the feedback.

As I always say, it starts by focusing on quality over quantity. For instance, if you use ranking questions (from 1 to 10) with a comment section below, you will definitely get more accuracy on the feedback you receive. As if a client gives you a 7, it may go under the "good" category, but it is not a 8 neither. So clients may want to justify this. And if they don't, you can follow-up to get more detail on what happened (and what you could do moving forward to improve) but also show your unhappy clients how much you care for them.

Focus on feedback that can drive impactful improvements: - High-Impact Issues: Prioritize issues that affect a large number of customers or have a significant impact on satisfaction. - Quick Wins: Identify areas where small changes can lead to noticeable improvements in the customer experience. - Long-Term Opportunities: Consider feedback aligning with your business goals and strategy.

Establish a feedback loop to inform customers about changes made based on their suggestions. Keeping customers informed fosters a sense of contribution and engagement, making them feel valued and heard. This enhances customer loyalty and advocacy as they see their input directly impacting improvements in your products or services.

Develop a feedback loop where customers are informed about the changes made based on their suggestions. Keeping customers in the loop fosters a sense of contribution and engagement, making them feel valued and heard, which in turn can enhance customer loyalty and advocacy.

Thanking your customers for their feedback is such a great way to generate advocacy from them. At the end of the day, they spent time to go the extra mile for you so, it is key that you acknowledge it while showing how much you appreciate their trust. Doing so will leave that last impression that matters so much to turn your former clients into real brand advocates. And you may get much more from them moving forward than just feedback.

Make customers feel valued and heard: - Personalized Thank-You Messages: Send personalized messages or emails to thank customers for their feedback. - Public Recognition: Showcase positive testimonials or reviews on your website or social media. - Exclusive Offers: Reward customers who provide feedback with exclusive discounts or early access to new products.

Foster a company-wide culture that views every piece of feedback as a learning opportunity. Regularly share feedback insights with all departments, not just customer service, to ensure that the entire organization learns from and acts upon customer feedback to improve overall customer experience.

Use feedback to personalize the customer experience. If a customer mentions a specific preference or request, take note of it and try to accommodate it during their next visit. This creates a memorable and personalized experience that can turn them into loyal customers. Close the feedback loop. After implementing changes based on customer feedback, reach out to those customers to let them know their input was valued and that you've taken action. This shows you're listening and can further strengthen customer relationships.