Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale -- or no sale.
https://www.forbes.com/sites/forbestechcouncil/2019/09/25/better-than-csat-surveys-really-knowing-your-customers-are-happy/#197024d43e46/
Whether your company is a global brand with millions of fans or a tiny startup with a handful of customers, one thing remains true: Great marketing starts with understanding and empathizing with your customer. It’s the best way to build trust. Gain their trust first, then you’ll earn the opportunity to explain how your product or service solves problems for them.
From our research we know that 63 percent of consumers think marketers are selling them things they don’t need. That tells me that we, as marketers, are breaking this cardinal rule of marketing. We aren't listening.
I recently spoke at the 2019 SaaStr Annual conference about how we need to lean into customer feedback more than we ever have before -- and how using surveys to listen to your customers can create rabid fans for your brand. I’ve translated some of that talk below to show how easy and effective it can be to use customer feedback to accelerate startup growth.
https://www.entrepreneur.com/article/331392/
There are a variety of different ways to collect customer feedback, and surveys are usually the first method that comes to mind.
But that's not the only way to figure out what your customers are saying about your product -- in fact, you could be missing out on valuable customer feedback coming in through a different channel: social media.
https://blog.hubspot.com/service/social-media-customer-feedback/
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/
Collecting and acting upon customer feedback is a must for any business looking to provide users with the products they need.
Customer feedback guides and informs your decision making and influences your product roadmap. It’s also essential for measuring customer satisfaction among your current customers.
https://www.helpscout.net/blog/customer-feedback/
How well do you know the people you're targeting?
And I mean really know them? Do you know why they're signing up? Do you know why they're buying? Do you know why they would click on your ad in the first place?
If you do, congratulations. You're a genius.
https://www.wordstream.com/blog/ws/2018/02/08/customer-feedback-ad-copy/
Analytics and data gives us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers?
That’s what customer feedback is all about.
https://neilpatel.com/blog/best-ways-to-get-feedback/
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