The Future of Customer Feedback
How to Get the Most Out of Your Customer Feedback Today and Beyond
Shep Hyken interviews Martha Brooke, founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback.
Top Takeaways:
In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you.
Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them.
There are generally four good reasons and ways to use surveys to collect customer feedback:
Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.
Surveys after tech support or other customer service interactions are important so
