Best Customer Feedback Strategies

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. As you get feedback from various sources, it’s helpful to be consistent in what you collect. Capturing data in a handful of key areas is particularly useful, including: >Touchpoint. What was the touchpoint, or where was the customer in their journey? For example, this could be after a repair, or an interaction with customer service. >Objective. What was the customer’s objective? For example, they wanted to get their cable working again. >Experience. What was the actual experience? The cable got repaired but it happened outside the promised window of time. >Emotional impact. What was the emotional impact of this experience? The range you establish could be very satisfied to very unsatisfied, on a scale. I’ve seen alternatives such as very happy to very frustrated. What words best capture emotion in your setting? These factors give you a solid foundation for comparing both structured and unstructured feedback. UL, a global company that provides product testing and certification, made a push to more completely capture the on-the-fly feedback their employees were hearing. They created a simple feedback form inside their CRM system. The link can be accessed quickly by any employee, anytime. For example, they can easily pull up the form from their phone and enter the customer’s feedback. Nate Brown, who spearheaded the effort, said at the time, “This is a complete game-changer in how UL understands customers.” Find more examples here: https://lnkd.in/e-t5Zs2b #customerfeedback #customerexperience #customerservice

How do cutting edge companies successfully translate customer feedback into improved products or execution?   That question was posed by David M. Jones when I reached out to readers of my posts asking what strategic marketing topics they’d like me to write about.   So David …   Let’s take a look at how some of the best companies in a cross-section of industries used customer feedback to inform their product development, design, or, execution strategies.   𝐀𝐏𝐏𝐋𝐄 - After receiving feedback about the fragility of their charging cables, redesigned them to be more durable resulting in the introduction of the Apple Lightning Cable with reinforced connectors.   𝐓𝐎𝐘𝐎𝐓𝐀 –They improved the fuel efficiency of their Prius models based on a demand for more eco-friendly vehicles resulting in the development of the Prius Prime with enhanced hybrid technology and a longer electric range.   𝐀𝐌𝐀𝐙𝐎𝐍 – When customers expressed frustration with the multi-step checkout process, they introduced the “Buy Now with 1-Click” feature resulting in a streamlined purchasing experience and increased sales conversion rates.   𝐈𝐊𝐄𝐀 – Based on customer complaints regarding the complexity of their flat-pack furniture instructions, they overhauled them with simplified step-by-step diagrams and easier to understand directions dramatically improving the assembly process.   𝐏𝐑𝐎𝐂𝐓𝐎𝐑 & 𝐆𝐀𝐌𝐁𝐋𝐄 – After receiving reports that children were ingesting their Tide Pods laundry detergent, they redesigned the product with a double latch lid to create child-resistant packaging that effectively addressed the safety concerns.   𝐒𝐓𝐀𝐑𝐁𝐔𝐂𝐊𝐒 – After customers requested a more convenient way to order and pay for drinks, they introduced mobile ordering and payment options in their app resulting in reduced wait times and an enhanced overall customer experience.   𝐆𝐎𝐎𝐆𝐋𝐄 – When users expressed frustration with slow-loading and non-responsive sites on mobile devices, they revamped their search algorithm to prioritize mobile-friendly websites improving results for mobile users.   𝐀𝐈𝐑𝐁𝐍𝐁 – When concerns surfaced about guest safety and trustworthiness they implemented a Verified ID feature enabling users to verify their identity by providing government-issued ID’s or other forms of identification resulting in enhanced security and reliability in the booking process.   These are just a few examples illustrating how companies listened to their customers and successfully implemented changes in product redesign and execution.   Can you think of others? Please share with a Comment below.   Illustration: RubyGarage   Ring the 🔔 on my profile to follow Linda Goodman for marketing strategy and business development content.   #MarketingStrategy #Sales #BusinessDevelopment #EmotionalTriggerResearch #Leadership #CEO #Entrepreneurship #EmotionalIntelligence

I'd like to discuss using Customer Feedback for more focused product iteration. One of the most direct ways to understand customers needs and desires is through feedback. Leveraging tools like surveys, user testing, and even social media can offer invaluable insights. But don't underestimate the power of simple direct communication – be it through emails, chats, or interviews. However, while gathering feedback is essential, ensuring its quality is even more crucial. Start by setting clear feedback objectives and favor open-ended questions that allow for comprehensive answers. It's also pivotal to ensure a diversity in your feedback sources to avoid any inherent biases. But here's a caveat – not all feedback will be relevant to every customer. That's why it's essential to segment the feedback, identify common themes, and use statistical methods to validate its wider applicability. Once you've sorted and prioritised the feedback, the next step is actioning it. This involves cross-functional collaboration, translating feedback into product requirements, and setting milestones for implementation. Lastly, once changes are implemented, the cycle doesn't end. Use methods like A/B testing to gauge the direct impact of the changes. And always, always return to your customers for follow-up feedback to ensure you're on the right track. In the bustling world of tech startups, startups that listen, iterate, and refine based on customer feedback truly thrive. #startups #entrepreneurship #customer #pmf #product

Stop Guessing. Start Listening. As Adam Robinson from RB2B would say, “Talking to your users is EVERYTHING!” Here’s the deal: If you’re not deeply engaged with your core users, your teams are basically playing broken telephone—everyone solving different problems and speaking different languages. This is the GTM bloat factory: too many initiatives, not enough alignment, and zero momentum. Why Feedback Loops Are Your GTM Lifeline: • 🎯 Customer insights = Compass: Talking to your users ensures your teams are aligned on the real pain points and opportunities. • 🔄 Feedback loops = Velocity: Constant feedback prevents your strategy from drifting off-course. • 🛠️ Iterate like you mean it: Frequent customer input ensures your roadmap, messaging, and processes stay razor-sharp and relevant. Here’s How to Dial In: 1. Systematize customer feedback: Build it into your operating rhythm—monthly check-ins, surveys, or Slack channels with top customers. 2. Turn feedback into action: Don’t let insights collect dust. Assign owners, set deadlines, and close the loop with customers. 3. Teach the team to listen: Enable all departments (not just sales) to understand and empathize with users. Remember, the best GTM strategies don’t come from brainstorming in a boardroom—they’re built by listening at scale. Are you embedding customer feedback into your GTM engine? Let’s swap notes in the comments. #CustomerFirst #FeedbackLoops #GTMAlignment #ListenAndWin