Podcast
Questions and Answers
Automated Feedback Import is the process of using an API (such as Google Reviews API) to gather customer feedback ______.
Automated Feedback Import is the process of using an API (such as Google Reviews API) to gather customer feedback ______.
regularly
Manual Feedback Import is the process of taking feedback from one source, extracting it in a spreadsheet format, and importing it ______.
Manual Feedback Import is the process of taking feedback from one source, extracting it in a spreadsheet format, and importing it ______.
manually
Collect Customer Feedback by Email involves sending an email through any tool with a survey link ______ to action.
Collect Customer Feedback by Email involves sending an email through any tool with a survey link ______ to action.
call
Response rates for customer feedback collection via email can vary anywhere from 5% to ______%.
Response rates for customer feedback collection via email can vary anywhere from 5% to ______%.
Pulled Customer Feedback is feedback that your team did not collect or gather at a specific touchpoint by sending out a ______.
Pulled Customer Feedback is feedback that your team did not collect or gather at a specific touchpoint by sending out a ______.
Pushed Customer Feedback is received when your team sends out a survey through ______.
Pushed Customer Feedback is received when your team sends out a survey through ______.
Feedback Management Scores and Strategy Principle 1: Start Small and Expand Starting small means capturing real-time feedback on one ______.
Feedback Management Scores and Strategy Principle 1: Start Small and Expand Starting small means capturing real-time feedback on one ______.
Focusing on the touchpoint that is the easiest to capture in your customer ______.
Focusing on the touchpoint that is the easiest to capture in your customer ______.
Principle 2: Centralize all Customer Feedback in One Place Customer feedback is horizontal data that belongs to many ______ in the same organization.
Principle 2: Centralize all Customer Feedback in One Place Customer feedback is horizontal data that belongs to many ______ in the same organization.
An efficient feedback management strategy is to centralize all customer feedback in one ______.
An efficient feedback management strategy is to centralize all customer feedback in one ______.
Capitalizing on existing customer data such as CRM system, support system or operational system makes the customer feedback way more ______.
Capitalizing on existing customer data such as CRM system, support system or operational system makes the customer feedback way more ______.
This customer data (in feedback data) is not always personal, however, it must be handled with great care to avoid regulation issues (GRPD, HIPAA, CCPA, etc.). Principle 5: Giving Access to the Operations To make customer feedback a success and a key part of your company’s transformation / strategic advantage, action must happen on the ______.
This customer data (in feedback data) is not always personal, however, it must be handled with great care to avoid regulation issues (GRPD, HIPAA, CCPA, etc.). Principle 5: Giving Access to the Operations To make customer feedback a success and a key part of your company’s transformation / strategic advantage, action must happen on the ______.
Unstructured customer feedback comes from open-ended questions or ______.
Unstructured customer feedback comes from open-ended questions or ______.
Structured customer feedback follows a structure decided by your team and/or another ______.
Structured customer feedback follows a structure decided by your team and/or another ______.
Customer experience is about what customers feel when using your company's products or services, not just what they ______.
Customer experience is about what customers feel when using your company's products or services, not just what they ______.
Customer feedback is the bloodstream that lets businesses measure how well they are doing regarding their customer's expectations and the ______ points.
Customer feedback is the bloodstream that lets businesses measure how well they are doing regarding their customer's expectations and the ______ points.
Controls and audit functions are often viewed with a suspicious approach by people focused on delivery and ______.
Controls and audit functions are often viewed with a suspicious approach by people focused on delivery and ______.
Even with sufficient support from management, the actual implementation of controls may not be keeping pace with the difficult challenges in ______.
Even with sufficient support from management, the actual implementation of controls may not be keeping pace with the difficult challenges in ______.
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Study Notes
Types of Customer Feedback
- There are two types of customer feedback: pushed and pulled customer feedback
- Pushed customer feedback is when a team sends a survey to customers through channels
- Pulled customer feedback is when a team does not collect or gather feedback at a specific touchpoint
Collecting Customer Feedback
- There are two ways to import existing customer feedback: manual and automated
- Manual import involves taking feedback from a source, extracting it into a spreadsheet, and importing it manually
- Automated import uses an API to gather customer feedback regularly, and has advantages such as being easy to set up, having no extra cost, and not disturbing customers
- However, manual import may lead to decisions based on outdated customer feedback
Collecting Customer Feedback by Email
- Sending an email with a survey link call to action is a way to collect customer feedback
- This method is free, easy to set up, and supports a wide range of question types
- However, response rates can be very low, ranging from 5% to 30%
Feedback Management Principles
- Principle 1: Start small and expand by capturing real-time feedback on one channel
- Principle 2: Centralize all customer feedback in one place, as it is horizontal data that belongs to many departments
- Principle 3: Use existing business/operations data to get better customer insights
- Principle 4: Take data privacy and security seriously to avoid regulation issues
- Principle 5: Give access to the operations to make customer feedback a success
- Principle 6: Measure return on investment to show the business impact of customer feedback
Customer Feedback Nature and Sources
- Customer experience is about what customers feel when using a company's products or services
- Customer feedback is the lifeblood that lets businesses measure how well they are doing regarding customer expectations
- Customer feedback can be structured or unstructured
- Structured feedback follows a structure decided by the team and/or another organism
- Unstructured feedback comes from open-ended questions or text
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