As businesses strive to improve their customer experiences, asking for feedback has become a common practice. However, not all feedback is created equal, and simply collecting feedback for the sake of it may not lead to meaningful insights or improvements.
In a recent appearance on the ReThink Productivity Podcast, InMoment’s Vice President of CX Strategy, Simon Fraser, discussed the importance of understanding why you are asking for customer feedback in the first place.
Fraser emphasized the need for businesses to have clear objectives and a strategic approach to collecting and utilizing feedback. He explained that businesses should identify the specific outcomes they hope to achieve through feedback, whether it be to improve customer loyalty, identify areas for operational improvement, or measure the success of a new product or service.
Fraser also stressed the importance of tailoring feedback collection methods to the specific needs of the business and its customers. This could include using various channels such as surveys, social media listening, or customer interviews, as well as considering factors like timing, frequency, and the types of questions being asked.
By taking a more strategic and tailored approach to customer feedback, businesses can gain deeper insights into their customers’ experiences and make more informed decisions to drive business growth and success.
Listen to the full episode to hear ReThink’s Simon Hedaux talk with Simon about:
- Asking for customer Feedback?
- Chat GPT
- Supervised Machine Learning & AI
- Tailored Feedback Modeling