The biggest obstacle to knowing what customers really think about us? Fear.
We fear they’ll tell us our product or service stinks, that we’re horrible people and we should never have set foot on earth.
Yet most companies never hear that type of painful feedback. Our research finds that companies with strong word of mouth and customer devotion behave like high-performance athletes when it comes to focusing on customer feedback. In effect, they are feedback machines. Customer feedback drives their marketing strategies, product development and service expectations.
https://www.peoplepulse.com/resources/useful-articles/customer-feedback/
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention.
In my new blog for Customer Think, I discuss how digital feedback management solutions offer a less intrusive approach.
http://blog.verint.com/customer-engagement/customer-initiated-feedback-a-new-window-into-the-customer-journey/
If “the customer is always right” is the golden rule of customer service, then “treat each customer as an individual” should be the golden rule for brand marketing. Every consumer wants to feel as though the brands they support view them as a unique entity, rather than another customer identification number.
For years, brands were able to get by delivering mass communications and services to their buyers, but those days are gone. Today’s consumers want assurance that brands hear their unique voices, consider their original feedback, and deliver products and services that are tailored to their personal lifestyle needs.
https://thenextweb.com/contributors/2017/12/11/personalized-data-quickly-improving-customer-experiences/
Here’s the scenario: You have a new app that is (you think) ready for its debut in the public spotlight. Your boss just wants to do one last check to make sure everything goes as planned – are there clear instructions? Is it intuitive? Will users “get” it? Your boss wants to get feedback from real users before the app goes live. Fair enough. That’s doable (you can send it to your friends and family). There’s one catch though: your main users are in France, Germany, and China (where your friends and family, unfortunately, aren’t) and all this feedback has to be in hands of the product team within four hours…
https://www.applause.com/blog/user-feedback-48-countries-in-four-hours/
“We know this solution is more usable based on the feedback the usability tests provide us with, but it’s just a bit boring,” was the heartbreaking feedback the agency received from their client. “There’s no way our users wouldn’t know what that interface control means.”
You might think that the arrogance of speaking on behalf of users without ever having met one – or, worse still, ignoring user feedback if it doesn’t suit – represents a luxuriant hubris for the tiny minority of organisations so successful and with such desirable products that their users will take what they are given. However, this author’s experience suggests that this outlook is more prevalent than it should be, based on what we know about the close relationship between how organisations treat their customers online and commercial success.
https://www.siliconrepublic.com/companies/ux-design-advice-tips/
When you're putting your heart and soul into designing, building, or improving a piece of software, tuning in to feedback from users can sometimes get you down. Imagine waking up one morning and finding your project is being mentioned on Twitter in a slew of bad messages...
https://simplysecure.org/blog/when-user-news-bad/
Supplementing quantitative data with qualitative feedback will help you better pinpoint what to improve and move the needle on user onboarding with more speed and accuracy. Here are four ways to get qualitative data to help improve user onboarding.
https://blog.appcues.com/blog/qualitative-user-feedback-improve-onboarding/
How good is your big idea? How good are your small ones? Your new features? Is your startup solving a real problem? Who are your most loyal customers?…
http://marketingbeforefunding.com/2012/11/07/collecting-user-feedback/
Ensuring that your customers know how to use your products and don’t encounter any major obstacles to utilizing all of its features and functionalities is the big win for most parties involved.
https://onboardingiq.com/5-easy-ways-to-get-feedback-from-new-users-ba0755f322f6/
You’ll know if you’re building your business in the right direction when you collect feedback from your users consistently. So experiment with the following methods and find the right combination for your business.
https://blog.yesinsights.com/feedback-questions-to-ask-for-growth/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
