“Ask what, not why,” says Claire Lew at Know Your Company.
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When approaching customers for feedback make sure to ask questions that encourage a free flowing response rather than simply a YES/NO or a 3.5 out of 5.
Related Post: The Art of Talking Happy: 10 Ways to a Better Customer Support Vocabulary 2. Open a conversation What questions work for you and which channels are customers most responsive on. When reaching out to customers look into the most effective ways to gather feedback. Instead, save time and get better responses, by including only the essential questions.” – Kissmetrics’ Lars Lorgren. You’ll have a whole batch of responses to look through and none of them will make a difference. Lars Lofgren on asking for customer feedback and using it to improve product “If you don’t use the information you’re asking for, you’re wasting your customer’s time. This helps users dig in and consider one aspect that they’ve experienced and be somewhat critical of it. Are you looking to better your product by learning from customers how existing functionality may be improved? What features your users would want to see in your product? Or whether or not customers are satisfied with the level of support you’re providing? You can learn where you’re lacking by asking questions specific to one area of your business. Know why you’re asking for customers feedbackĪsk yourself why you’re asking for customer feedback. Which brings us to the first point:Īre you ready to deliver Friction-Free Customer Service? Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. If you really want something as precious as honest customer feedback, you must be proper and intentional. Is it really any wonder response rates are low when they’re asked with such indifference? You must prove that their feedback - should they choose to give it - will not be thrown into a shoebox and forgotten.
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When you’re essentially mining for free data and insights from your customers, this is actually a pretty rude way to do it. If you’ve been taking this “feel free” approach, the message you’ve really been sending across is “Eh, we could do with or without your input.” You must play to the motivation of why people write online reviews. Sending a request for feedback with a “Feel free to let me know what you think” doesn’t inspire people to respond. Honestly, why would they? Approaching customers for feedback the right way makes all the difference. In this article we are going to explore the best and most effective ways to approach customers for feedback. Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike.
When collected and implemented properly, customer feedback can help improve your product and the services that support it.
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