To keep on selling over time, you need to adapt your product. As a result, feedback from customers, partners and friends is much appreciated. It’s a crucial factor in the everlasting process of adjusting the product to the clients’ needs.
- like this, you keep your company and product fresh
- you build a relationship with your clients by listening to their feedback
- the potential customer is given a reason to buy from you instead of choosing for the competition.
How does Plann3r stay up-to-date?
1. Getting to know the issue 💡
Be proactive, ask for feedback
Here are few methods for collecting valuable feedback from your customers:
a. Adding a feedback button on your website
b. Encouragement for giving feedback
- giving a coupon code
- providing a free, downloadable e-book
- hosting a ticket giveaway lottery 🎰
- give a free guide
Make sure you keep it fair and actually give out the promised reward. Else, promoting feedback may end up in bad publicity.
c. Provide 24/7 live chat support
As an extra: after (hopefully) solving your client’s problem, you can ask them for feedback as well.
- “How did you experience the live chat?”
- “What questions would you like to see answered in the FAQ?”
- “What could be improved in this service?”
You can even ask them for rating your service. This way you can show it off.
That is, if the ratings are good. 😅
d. Call your customers now and then
Here’s a script that we use at Plann3r for some of our calls:
Intro: Hi, my name is "first name + last name", "function, company". Q1: Do you have a few minutes to give us feedback on our product? Q1N: Okay, no problem! We can also schedule a meeting or I can send you a mail with a survey so you can give feedback when you are free. Q1Y: Thank you! Q2: So, how do you currently use Plann3r? -> listen carefully to useful aspects that the customer talks about. If they don't talk about their "frustrations", ask Q3. If they did, skip to Q4. Q3: Great! And what are your frustrations when using our service? If they don't mention how they solve these frustrations, ask Q4. If they did, skip Q4. Q4: How are you solving these frustrations? + Do you have an idea of what Plann3r could do to solve it? (ask if it isn't clear) Q5: Do you have any more questions you would like to ask me? Ending: Thank you for helping us! We will certainly keep your feedback in mind for one of our next product updates.
e. Email surveys
f. Use social media to your advantage
h. Host customer events
2. Using feedback ✌
All right, you finally received some quality feedback, awesome!
But… what now?
Next: at Plann3r, we start with a brainstorm of 5 minutes. During those 5 minutes, each Plann3r employee writes down their ideas and draws sketches on paper.
3. Problem-solving ✔
Using the digitized version of the final sketch, we ask external people for feedback.
Thirdly, we ask strangers to follow the procedure which we printed out. For example, we ask them how they interpret certain aspects of our prototype solution.Once we get some useful feedback, we use it as well. We continue asking strangers for feedback until everything runs smoothly. We persist until we receive no more usable feedback after three interviews.
That about sums it up for Plann3r’s procedure of launching product updates.
We continuously double-check whether our additions to Plann3r correspond with what the customer wants. If not, we adjust it.
Our main source for product updates is the feedback of users.
Want to read more? Check out our other blog posts!
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Our experts will gladly help you!
So, what do you do with feedback? 🤔