Leaning in to Customer Feedback
Before I dive in, I have a quick win to share: I'm officially certified as a Woman-Owned Business Enterprise (WBE) with the Commonwealth of Massachusetts's Supplier Diversity Office! Having worked with the SDO when I was in state service, it's exciting to be on the "other side" as a business owner myself, knowing all of the opportunities that are out there. Woohoo!
Now to the good stuff—customer feedback. It's good stuff, right? Asking for feedback goes a long way in building trust with your current and future customers, especially if you show a commitment to improving on tough feedback.
How to Gather Customer Feedback for Your Marketing Efforts
Ask for feedback through a social media poll
This is a great way to dip your toe into using Stories on Facebook and Instagram and LinkedIn's native poll feature if these aren't tools you regularly have in your rotation. Get the conversation flowing by responding to all comments that come in.
Send a brief survey to recent clients or donors
Tools like SurveyMonkey, Jotform, and Google Forms all make collecting feedback simple for both you and your recipient. Keep the survey to fewer than ten questions and focus on quantitative questions using a scale from 1-5 versus qualitative open-ended questions for the highest likelihood of completion and easiest analysis.
Conduct in-depth interviews with key customers or stakeholders
Here's your chance to really dive deep. Ask the hard questions, find new solutions, and brainstorm different ways to improve services, processes, or guidelines. And, of course, celebrate what's working well already! Sometimes, we can fall into the trap of missing the forest through the trees and not seeing how far we've come.
Resources for learning more about customer feedback
Surveys 101
Designing a strong survey can be tricky, but SurveyMonkey is here (unsurprisingly!) with a clear guide and helpful tips.
Customer Feedback
For a deep dive into the who/what/when/where/why of customer feedback, Qualtrics has you covered. This guide is great for considering the whole customer experience ecosystem.
