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Customer Feedback: Why It’s Important + 7 Ways to Collect It

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Summary

The article discusses the importance of customer feedback and outlines 7 ways to collect it. The 7 ways are customer feedback surveys, email and customer contact forms, usability tests, exploratory customer interviews, social media, on-site activity (via analytics), and instant feedback from your website.

Q&As

What is customer feedback?
Customer feedback is the information, insights, issues, and input shared by your community about their experiences with your company, product, or services.

Why is customer feedback important?
Customer feedback is important because it serves as a guiding resource for the growth of your company.

What are the 7 most effective customer feedback methods?
The 7 most effective customer feedback methods are customer feedback surveys, email and customer contact forms, usability tests, exploratory customer interviews, social media, on-site activity (via analytics), and instant feedback from your website.

What are some tips for conducting customer interviews?
Some tips for conducting customer interviews include starting an open-ended dialogue, getting more specific as you go, and practicing active listening.

What are some tips for collecting customer feedback via social media?
Some tips for collecting customer feedback via social media include using social listening to access an otherwise untapped reservoir of candid feedback from customers, and using built-in polling tools to collect feedback.

AI Comments

👍 This is a great article that provides clear and actionable ways to collect customer feedback.

👎 The author only provides tips for digital products and services, which is not helpful for businesses that don't have a digital product or service.

AI Discussion

Me: It's about customer feedback and why it's important.

Friend: Oh, that's interesting. I didn't know that customer feedback was so important.

Me: Yeah, it's really important for businesses to understand what their customers are thinking and feeling. Otherwise, they might make decisions that their customers don't agree with.

Friend: That makes sense. I can see how that would be really helpful for businesses.

Action items

Implement a customer feedback survey on your website.
Use a customer support tool like Help Scout to collect customer feedback.
Conduct customer interviews to gather qualitative feedback.

Technical terms

Customer feedback: Information, insights, issues, and input shared by your community about their experiences with your company, product, or services.
Customer satisfaction: A measure of how well a company meets the needs and expectations of its customers.
Usability testing: A process of testing how easy it is for users to use a product or service.
Customer interviews: One-on-one conversations with customers to learn about their experiences with your company.
Social media: Online platforms and services that allow users to share content and interact with each other.
On-site activity: The actions taken by users on a company's website or app.
Instant feedback: Feedback that is collected without asking the customer any questions.