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Using customer feedback the way it should be
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The steps to identifying, understanding and monitoring yoru customer feedback
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- 1.Inbound Community using customer feedback as it was
intended
2.
- All forms of community feedback are used to their fullest
potential to benefit your business goals.
The goal 3. Program Steps 4. Feedback Method Inventory 5.
- Identify successes and issues with using these feedback
methods
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- Why did they choose to use each method
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- How interested are customers in participating?
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- How actionable is the feedback?
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- How clear are the goals when obtaining the feedback?
Improvement 6.
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- Inadequate distribution of feedback requests
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- Complex.Too many sources. Too many requestors.
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- Slow or no response on forums or support requests
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- No clear connection with product improvements based on feedback
(Black Box)
Improvement 7. Feedback Objectives 8.
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- Targeted community strategies set meaningful goals
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- Community strategy employs appropriate feedback methods
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- Customer interaction improves
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- Customer participation improves
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- Feedback becomes more valuable
Application - Methods 9.
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- Based on the methods of feedback that are employed, provide
examples of tangible measurements
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- Short-term feedback objectives can use these measurements to
track and report on successes
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- Understand how different sets of metrics relate to one
another
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- Create a systemic view of customer feedback in product
improvement, community engagement and content creation
Application - Measure 10.
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- Proven Case Studies for rollouts
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- Increase in feedback participation
Evangelize