Bill Gates once famously said “Your most unhappy customers are your greatest source of learning.”
While it’s a poignant quote, it doesn’t mean unhappy customers are your goal (there’s only so much positive spin Silicon Valley can put on failure). Prevention, as always, is the best medicine. With that in mind, here are 7 of the most common customer feedback nightmares Product Managers face and a few sharp strategies for avoiding them.
https://community.uservoice.com/blog/customer-feedback-nightmares/
Online customer reviews can make or break your business. Entrepreneurs find it a priority to learn to react to people’s feedback, both positive and negative.
http://customerthink.com/7-effective-ways-to-respond-to-customers-feedback/
An angry customer is a business nightmare, right?
Wrong.
An angry customer is a business opportunity.
If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:
The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.
Here’s how to make that happen.
https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
There’s a company X that collects customer feedback. Company X prefers the Net Promoter Score® (check outthis guide on Net Promoter Score to find how you can use it for your company), yet it could be any other metric. They ask the very familiar NPS question: “How likely is it that you would recommend brand » to a friend or colleague? (on a scale from 0 to 10)” after each customer purchase or interaction. But guess what? The company X doesn’t ask why the customers are giving the score. A number, a score is all what they track.
https://customerthink.com/customer-feedback-is-much-more-than-a-score/
Following more revelations about fraudulent customer reviews, how can your business benefit from online reviews without falling foul of the fakes?
A BBC investigation has revealed that fake online reviews are being openly traded on the internet.
https://www.mycustomer.com/experience/voice-of-the-customer/customer-reviews-best-practices-to-beat-the-frauds-and-build-trust/
Customer service surveys allow you to take a peek into your customers’ minds. You can learn about their problems, needs and do something about them. It’s your very own customer service magic. But instead of a crystal ball, you need a few, well worded customer service survey questions.
Without some form of a survey for your customers, you are forced to guess and make estimates when it comes to your customers’ satisfaction. And going only by your gut when making business decisions is not the most reliable option.
Start making more informed business decisions by collecting customer feedback. See what customer service survey questions you should ask and how you should do it to get the best results.
https://www.livechatinc.com/blog/customer-service-survey-questions/
The old mantra of customer experience professionals is to “Ensure that customers achieve their desired outcomes while using our products and services.” However, this is very limiting and leaves a lot of goodwill (and profit) on the table. This is why the CX definition needs to be expanded to: “Ensure that our customers achieve their desired outcomes, starting when they become aware of us, and extending through the buying, delivery and usage process.
http://customerthink.com/good-marketing-cant-overcome-poor-customer-experience/
In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base.
https://www.business2community.com/customer-experience/mobile-marketing-revolutionized-mobile-customer-experience-0733769/
Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent.
Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates.
Is it worth it? It definitely is if you know how to act on the customer feedback you get.
https://www.livechatinc.com/blog/customer-feedback/
Everyone knows reviews are important; so then why do so few actually take the time to create a strategy to capture the reviews consistently? If you work in any local or service-focused business, you can't afford to not get reviews from every client you serve. And if your business sells products online, you've got to ensure every place your product is sold has high-quality reviews.
https://www.entrepreneur.com/article/310899/
Bookmarks on this page are managed by an admin user. 
