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In support of this blog post: http://blog.listenloop.com/10-questions-for-your-customers Your customers are a great source of information. They can help you improve your business and product, gain a better understanding of your market and even bring you referrals. But you're wondering, "what questions to ask in customer feedback session?" Asking the right questions can be game-changing for your business. Here are 10 game-changing questions you should be asking your customers right now.
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First a bit of background…
Rodrigo Fuentes is the co-founder of ListenLoop, a customer communication platform that monitors what your customers are doing in your website, then selectively engages customers to push for activation, usage, and retention. !He holds a B.S. in Elec. Eng., from Yale University and a J.D. from Columbia Law School.
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Key Takeaways
Whether you’re a product manager or marketer, it’s important that you ask the right questions.
Here are 10 questions you should ask your customers.
Customers will help you improve your business and product, gain a better understanding of your market, and even bring you referrals.
Why?
But do not ask all 10 questions as part
of one survey.
Break up your interactions into bite-size questions to maximize response rates and engagement.
Without further ado, here are the 10
questions
1.!How did you first hear about us?
Learn which marketing channels bring in the most successful customers.
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
Understand your customers’ first memories of how they heard about you, not the “referral source,” which you can easily obtain from Google Analytics.
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
Then, run a cross-tab report comparing where customers heard about you against their Net Promoter Score.*
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
2.!What problem does our product solve for you?
The marketing / product message you believe you’re transmitting is not the message being received.
!
Create a feedback loop to ensure that your marketing or product message resonates with your intended audience.
Ask this question as part of an automatic, transactional email drip (example here).
Note this email's simplicity and casual tone – just click or tap to participate!
3.!What do you like most / least about our product?
Orient your marketing to promote the most valuable aspect of your offering.
This is critical in today’s world of over-featurization.
“When we started ListenLoop, we thought our unique value proposition was helping product managers ‘validate unbuilt features’ through in-app questions. Relentlessly asking, ‘What do you like most / least about our product?’ helped us identify bigger opportunities.” -Sandeep, CTO @ListenLoop
Version 0.1 of ListenLoop
4.!What’s the one thing we should never stop doing?
Understand what your customers love about your company. !!Is it your awesome customer service or funky branding?
Elicit an emotional response and distill its message.
This is often what your customers will mention in a referral to a friend or colleague.
Examples:
Mailchimp, never stop being playful throughout the product experience.
Hubspot, never stop creating amazing content that helps people become better marketers
Amazon, never stop offering free 2-day shipping for Prime Members
5.!What made you choose us over our competitors?
Discovering a product or service “differentiator” is the kind of competitive intelligence that pays huge dividends.
Not why you think you’re different. !Why your customers believe you’re different than other solutions.
Ask this question after your customer has had a chance to experience your product.
Trigger this question to SaaS customers who have used core functions more than ten times in 30 days.
6.!What do our competitors do better than us?
Your customers are already comparing - features
- support response times
- pricing
Learn competitors’ strengths and differentiate #ftw
Capture info with automatic, plain-text emails
Bonus: draw out competitive objections while you can still respond.
7. How likely is it that you would recommend us to a friend or colleague?
This question is the foundation of the Net Promoter Score (NPS)* system, which gauges the loyalty of a company’s customer relationships.
Measure and improve your customer satisfaction
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
Data scientists have identified strong correlation between Net Promoter Scores and revenue growth.
*
Ask the NPS* question to customers at least once per quarter at the point of interaction.
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
Then go the extra mile. !Have your customer support team quickly respond to low scores to turn critics into champions.
ZocDoc triggers this question within their website experience immediately after you book an appointment online. !If you give them a low score, a ZocDoc representative will contact you by phone and email within 24 hours!
Example
8. What’s the most recent example of how we have exceeded your expectations?
Specific questions that cover a well-defined timeframe get
the most actionable insights.
Specific questions that cover a well-defined timeframe get
the most actionable insights.
You want to know:!Do you like our product?
Specific questions that cover a well-defined timeframe get
the most actionable insights.
You want to know:!Do you like our product?
Ask this instead:!What’s the most recent example of how we have exceeded your expectations?
Specific questions that cover a well-defined timeframe get
the most actionable insights.
You want to know:!Do you like our product?
Ask this instead:!What’s the most recent example of how we have exceeded your expectations?
Follow-up with:!Have we ever failed to meet your expectations? What happened?
Broad or vague questions force customers to stop and wonder whether their answer is appropriate or responsive to your question prompt. !!This friction causes them to bounce, rather than respond.
9. How would you find a business like ours on Google?
Identify new keywords and concepts that lead to customer acquisition.
If you want future customers to find your business online, you need to know everything you can about the keywords and phrases they use when looking for companies like yours. This is one of the most important aspects of your inbound efforts.
Identify common keywords used by your most profitable customers. Double-down accordingly.
Combine this question with NPS or other custom variables
* Net Promoter Score and NPS are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.
*
10. Do you have any questions for us?
Proactively solicit “support tickets” !
find gaps in your offering and create referral advocates
If just one customer has a question or issue, rest assured that 10x more
customers share the same concern.
10. Do you have any questions for us?
We call this #TheIcebergEffect.
!You’re already overwhelmed with irate customers! But this question is an opportunity to reduce your support costs going forward.
Yes, it’s scary.
then take steps to resolve the problem through better messaging or product improvements.
10. Do you have any questions for us?
First, resolve the issue for the responding customer
This will help reduce future support costs on that same issue, and it’s very likely that your efforts will earn you a referral due to your !
proactive, heroic support.
10. Do you have any questions for us?
Asking is just the beginning.
Conclusion
People forget that. !
Reach out to your customers, ask them some of the questions above,
and reply to their responses.
ConclusionSoon you’ll have a growing community of brand advocates.
Plus, the information you'll get from customers will help you steer your product and company to the next-level of success.
Question List Recap
1. How did you hear about us?
2. What problem does our product solve for you?
3. What do you like most / least about our product?
4. What’s the one thing we should never stop doing?
5. What made you choose us over our competitors?
6. What do my competitors do better than what we do?
7. How likely would you recommend us to a friend or colleague?
8. What’s the most recent example of how we have exceeded your expectations?
9. What would you Google to find a business like ours?
10. Do you have any questions for us?
Questions?
I love helping Internet businesses of all shapes and sizes. Plus, I read and respond to all messages.
Message me @ListenLoop
or at [email protected]
Want to learn more about ListenLoop?
These slides included examples of ListenLoop customers triggering questions inside of their applications.
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