Marketing School - Digital Marketing and Online Marketing Tips

#11: The Value of Customer Feedback

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Aug 11, 2016

Discover how collecting customer feedback can drive your business success. Engage directly with your audience to uncover valuable insights, even from negative comments. Learn the importance of not just relying on intuition and why consistent surveys matter. Understand that customers ultimately shape your brand's direction. Dive into strategies for effective feedback interpretation, and find out why you should resist the temptation to bribe for testimonials. The truth of your customers' experiences is your best guide!

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ADVICE

Customer Feedback is Key

Focus on what customers tell you, as they are the ones paying for your product.
Encourage negative feedback to identify areas for improvement and growth.

INSIGHT

Escape the Black Box

Don't solely rely on your own intuition when building a business, especially online.
Talk to customers directly to understand their pain points and needs.

ANECDOTE

Building a Bot Backwards

Eric Siu made the mistake of building a bot based on intuition, not customer needs.
He corrected it by surveying his audience and gathering feedback through MVP testing.

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In Episode #11 Eric and Neil discuss the value of customer feedback. Reaching out to your audience when you’re starting your business and as your business is developing will help your company to continue to grow and see success. Find ways to consistently get the truth from your customers—take even the negative feedback into consideration.

Time Stamped Show Notes:

00:25 – Why and how should you collect customer feedback?
00:40 – What is customer feedback?
- 01:09 – “All that matters is what your customers are telling you.”
- 01:25 – The value of negative feedback
- 01:40 – “You can’t live in the black box.”
- 02:10 – Solve the customer’s problem
- 02:30 – Eric and Neil’s mistake when they built a blog was to leave out the audience
03:15 – Customers will drive your business in the long run
- 03:30 – Why people choose certain brands
- 03:50 – “Delight your customers.”
04:15 – Survey your customers and your competitor’s customers
04:50 – How often do you survey your customers? – Once a month at least.
05:00 – Do something about problems that come up.
05:20 – Buffer and Zapier have outstanding customer support
05:40 – Calling the clients to see how they’re doing
- 06:00 – Ask them: “If you had a bottomless budget, what would you have us do for you?”
06:45 – Don’t freak out about negative feedback
- 07:05 – Look at the volume of good vs. bad feedback
07:20 – Don’t bribe people to give you feedback.
- 07:50 – You want the truth.
08:00 – Requesting a testimonial from a happy customer
08:30 – Intercom helps you interact with customers
09:00 – Managing live chat on your website
09:30 – Leave a rating or review if you enjoyed the show today!

3 Key Points:

Don’t ignore negative feedback.
A good customer relationship will drive your business.
Consistently take time to gather feedback and see what problems are coming up.

Resources Mentioned:

Buffer and Zapier – Two companies that are renowned for their incredible customer support
Intercom – A company that can help you interact and get feedback from your customers