Today’s economically uncertain times and a second wave pandemic call for additional measures. Besides internally focussed measures, you also need to be laser focussed on your market position compared to your competition. Your ability to collect and act on customer feedback will determine if you outperform your competition.
Customer feedback channels to collect insights:
- Sales teams: Your inside sales and field sales are in direct contact with your (potential) customers on a daily basis.
- Customer focus groups: Establish specific customer focus groups to conduct customer interviews. Also include a customer exit focus group as departing / departed customers tend to provide you with unfiltered feedback.
- Social media: Social media has emerged as an efficient and effective way to collect customer feedback.
Note: In our experience, customer feedback surveys conducted through email or written questionnaires are no longer appropriate for collecting customer insights, as gathering accurate and valuable customer insights requires a personal approach.
Customer feedback provides you with information and solutions:
- How to improve your product and / or service with “must-haves” and “nice-to-haves”.
- How to better promote your product and / or service.
- How well you are delivering on your promises.
- How to plan for a product’s evolution based upon changes in the market or in customer behaviour.
Continuously gathering customer feedback strengthens your customer relations and improves your overall business performance. Collecting, capturing, analysing, and actioning customer feedback is no easy road though, but…. take up this challenge and you will outperform your competition.
Please contact us and learn how we can help you outperforming your competition.