10 Tips to get the best customer feedback

In our previous post we have shown how you can set up tricider as your online feedback tool. In this one we want to give you some techniques that you can use to increase your customer feedback in terms of quantity or quality of the responses. You can combine them depending on the nature of your business.

 

Be assertive in the communication.

Regardless the kind of comments or feedback that you get, you should be able to reply without being aggressive or violating someone rights. It doesn’t mean that you cannot answer to any disrespectful comment, but do it in a professional way.

 

Be open and honest with your customers.

If you continue having an open communication with your customers, telling them not just the success but the problems that your facing, they will feel more involved with your company and more willing to give you feedback and help.

 

Ask them specific questions.

You can use your feedback in order to get insights about specific topics. E.g. if you want to know what your customers think about your new product, if you want to ask them which topic they want you to write about, or regarding the last update of your software. In this order you will get feedback related to the most interesting topics for you.

 

Give rewards for their feedback.

Show to your customers that you appreciate their participation. A contest can be a great way to show them that you really care about their opinion. It will help as well to increase the number and quality of the responses.

 

Allow them to comment or agree the feedback of some other users.

If you allow your customers to discuss and comment their own ideas it might increase the participation. It can help you to better understand what they really want and get deeper in their needs.

 

Show them that what they say matter.

Show to your customers that what they say is taken into account. They appreciate when you show a new development or improvement suggested by them. You can express your gratitude in your website, your blog or even better, rewarding them.

 

Ask them relevant questions.

If you are developing a new product or you are improving your current one, involve them in the decision making process. If you want to change the logo or you need a new name for your new product, ask them. Crowdsourcing is a powerful tool to engage your customers and get great ideas out of them.

 

Spot important issues earlier

If you have a continue communication with your customers, it will be easier to face important issues. If you spot any of them, try to go deeper and get as much information as you can. It can make you save time and money.

 

Change your question from time to time.

Ask about different aspects of your company or product, discuss about the evolution of your market, create a conversation with them in order to make them more interested in your product or service and feel that you are continuously evolving.

 

Be creative

Be original with your questions and answers, use the feedback to engage your customers and make them feel part of your company.

 

How to use tricider as your online feedback tool

The information that a company gets through customer feedback is an important resource for improving and addressing the needs and wants of customers. That’s why feedback is the core of some models and theories of continuous improvement and development. As an example the Lean Start-up model claims that a tech start-up should develop just what the customers need and ask. This theory is based on continuously listen the customers and learn from their feedback.

There are different characteristics that make tricider a powerful tool to get the feedback of your customers. For example the different channels that you can use to get the feedback like e-mail, Twitter, Facebook etc; the high interaction that you can get with your customers and between them; the customization; and the simplicity of the process to start using it. With only 4 steps you can easily set up tricider as your feedback system.

Step 1 – Set up the question

Setting up the question

Setting up the question

 

 

Once you will be in the homepage of tricider. You just have to insert the question that your customers should answer.

 

Editing the question

Editing the question

 

After pressing the Go button, you will get into the configuration page. Here you could edit different aspects such as a further description of the question or a deadline.

 

Advance Settings

Advance Settings

 

 

You can use the advance settings at the bottom of the page in order to limit the number of characters per idea or to disable the voting option. Some extra features, such as personalizing the design and hiding the ads are available with myTricider Plus.

 

 

 

 

 

Step 2 – Start a contest! (Optional)

Setting up a contest

Setting up a contest

 

Set up a contest in order to increase the response of your customers. With tricider you can reward your customers for the best ideas or the ideas that get the higher number of votes. A contest is a good way to tell your customers that their ideas matter and they are important for you.

 

 

Step 3 – Share the question with your customers

Share the feedback

Share the feedback

You can use different channels to distribute tricider depending on your needs. You can embed it in your website or blog, you can send it to an email list, or you can use social media and distribute it through Facebook, Twitter or LinkedIn.

 

Step 4 – Sign up (optional)

Sign-up

Sign-up

We suggest you to sign up in order to save all your questions and have all your feedback organized in a unique dashboard. You won’t have to save any URL and you could set up alerts to your e-mail account. It is really easy; you can do it with your Facebook, Gmail or any other e-mail account.

 

After setting up tricider as your online feedback tool, you can continue editing your questions and some of the characteristics through your dashboard. Now it is time to listen your customers and get the best out of them!

Feedback example

Feedback example

 

LaBarra – De cómo involucrar tus clientes y hacerlos parte de la toma de decisiones en una pequeña empresa.

LaBarra está a punto de cumplir 23 años, y la empresa que comenzó como una ferretería ha experimentado diversos cambios durante los últimos años. LaBarra ha rediseñado su estrategia y ahora ha ampliado su portafolio en el que se pueden encontrar artículos para el hogar, electrodomésticos, tecnología, artículos ferreteros además de servicios tales como crédito y de mantenimiento para el hogar.

Con motivo de estos cambios y en vista de su próximo aniversario, la junta directiva ha decidido tomar esta oportunidad para cambiar su imagen y su logo. Luego de pedirle a un diseñador algunas propuestas y de llegar a un acuerdo entre las tres mejores, la junta encuentra dificultades para ponerse de acuerdo en cuál debería ser el diseño final. Es aquí cuando uno de los socios propone realizar una campaña de crowdsourcing y preguntarle directamente a los clientes cual es el logo con el que más identifican a LaBarra. La idea mejora aún más cuando se dan cuenta del potencial que tiene para realizar una campaña de marketing aún mayor en la cual podrían no solo involucrar a sus clientes en la toma de decisiones sino también incrementar el numero de fans en su página de Facebook.

Un contacto les sugirió utilizar tricider, una herramienta que posee justo las características que ellos necesitan: es fácil de configurar, tiene diversas posibilidades de personalización, la pueden embeber en su página de fans de Facebook y pueden decidir que premios dar.

Como fue el proceso con tricider:

 

Creación de la pregunta

 

Primero LaBarra creo su preguntá “¿con cuál de estos logos identificas más a LaBarra?”. Posteriormente se subieron los logos que la junta había previamente seleccionado como los mejores.

 

 

Personalización de la campaña

 

 

 

Luego personalizaron la campaña de acuerdo a sus necesidades:

 

 

 

Configuración de los premios y las reglas

 

 

 

Después se establecieron los premios y las reglas.

 

 

 

Editando

 

Y regresaron a modificar los parámetros tantas veces como fue necesario.

 

Y finalmente LaBarra embebió la encuesta en su página de fans de Facebook.

 

Los resultados:

Los resultados no podrían haber sido mejores, luego de unos pocos días en Facebook y respaldado por una campaña via e-mails y mensajes en Facebook, la junta notó que varios de sus fans en Facebook eran diseñadores y algunos emprendedores que entusiasmados opinaron y compartieron sus ideas respecto a los diversos logos. Por suerte la mayoría de estos diseñadores y muchos de los demás clientes, estuvieron inclinados por uno de los logos, aquel que representará a la barra en los próximos años.

Resultado

 

Ahora todo está listo para realizar la presentación oficial del nuevo logo en el aniversario de LaBarra y debido a los resultados de esta campaña, la junta directiva está planeando realizar una nueva campaña de crowdsourcing con tricider en los próximos días!

LaBarra – How to engage clients and involved them in the decision making process of a small firm.

LaBarra is about to get 23 years old and the firm that started as a hardware store has experienced several changes during the last years. LaBarra has redefined its strategy and nowadays it is widening its portfolio and selling household items, appliances, technology, hardware and providing credit and repair services for their customers in a small town in Colombia.

As a result of this changes, the board has decided to take this opportunity and change their image and their logo, too. LaBarra asked a designer to make some proposals, but when they had to decide which one to choose, some disagreements started to rise and the board couldn’t agree in the final design. At this point one of the partners suggest to do a crowdsourcing campaign and ask their customers which was their favourite logo. The idea got better when they realized that this opportunity could be used to develop a bigger marketing campaign where they could engage their customers and increase the number of likes in their Facebook fan page.

A contact suggested them to use tricider, a tool that has the characteristics that they needed: Easy to set-up, several customization options, possibility to embed it into their facebook fan page and possibility to decide what award to give.

 

How was the process with tricider:

 

Setting up the question

 

 

First LaBarra created the question and uploaded the logos that the board has previously agreed:

 

 

 

 

Personalizing

 

 

 

Then they personalized the campaign according to their needs.

 

 

 

 

 

Prizing

 

 

 

Afterwards, they established the prizes and rules.

 

 

 

Editing

 

They could always come back to edit and change the question, the description, the time and the ideas.

 

And finally LaBarra emebed the tricision in their Facebook Fan Page.

 

The results

The results of the tricision couldn’t be better. After a few days in facebook and helped by a mail campaign and personal Facebook invitations, the board realized that several of their fans in Facebook were designers that were eager to comment and give ideas regarding the different logos. Luckily most of the designers and the customers were inclined for the one logo that will represent LaBarra in the upcoming years.

Result

 

 

Now everything is ready to make the official presentation of the new logo in the anniversary of LaBarra and the board is planning to use this event for launching a new crowdsourcing campaign with tricider!

Secure and stylish: myTricider Plus

Some of you may have noticed already, tricider has grown a little bit. While used by thousands around the world to decide on everyday questions, some of you also use tricider in a business environment.

And when you start using tricider with clients or your colleagues, there are some extra features you might need.

    • Ad-free version
    • Your own logo and design
    • Password protection
    • SSL encryption

This is exactly what myTricider Plus is. It´s a premium feature set that makes your tricisions more stylish and secure.

Although there is a small fee there is a way to use myTricider Plus for free: By inviting your friends to tricider! Each friend of yours who starts using tricider will get myTricider Plus 2 weeks for free. And for every 5 friends you invite you will get a whole month for free. So both of you can benefit!

To start using myTricider Plus click here.

Add your style to your tricision

Our latest feature makes tricider much more beautiful. You can choose different wallpapers for your tricisions! There are four different themes you can choose from:

  • Paper
  • Glamour
  • Wood
  • Grass


And as a special christmas feature, there a two Christmas themes. Perfect for questions like: Where are we going to have our christmas dinner? Which present for the boss?
You can also create your own theme, perfect for crowdsourcing, don´t you think?

 

You need a great idea? Why not ask the whole world…

tricider is a huge success partly because it’s so easy to create a question and share it with friends.

However, some problems are of general interest and a lot of thinking is necessary to come up with a perfect solution. This is when users approached us and asked us, why there was no way to make tricisions public. So that all of you could answer a particular question and brainstorm as a world-wide team. We thought: What a great idea!

And this is why we created the tricider public idea space!

You can add tricisions to the public idea space and have all tricider users help you out with their creativity and imagination. It´s like crowdsourcing for everyone!

Of course, this is absolutely optional, you have to actively publish tricisions to be in the pool. By default, a tricision is private.

We are very excited to see what will happen to the open idea space. People from all over the world will be looking at your questions and ideas. But that´s what brainstorming is all about: Build on the ideas of others, discuss in a team and use the wisdom of the crowd.

Can brainstorming and crowdsourcing for ideas really work?

As far as we have seen, it only needs a simple tool like tricider to unleash the creativity of the crowd. You already twittered the most interesting tricisions and got amazing ideas and comments. Let’s just try and see where a collective idea space will lead us!

Now see who is in need for your ideas: Enter here.

Creativity is the most important leadership quality

That’s what the latest IBM CEO study found out. IBM interviewed more than 1500 CEOs from different sized organisations, countries and industries. Four primary findings arose from those conversations:

Today’s complexity is expected to rise and more than half of CEOs doubt their ability to manage it

CEOs widely acknowledge that the world is becoming more and more complex. Increasingly interconnected economies, enterprises, societies and governments are leading to uncertainty. Constant change will dominate the business world. What strikes us most is, that less than half of the CEOs believe that their company was well prepared to cope with the upcoming business environment.

Creativity is the most important leadership quality

Most CEOs believe that managing despite uncertainty will require a lot of creativity. On one hand, creativity is needed to make decisions fast and good. On the other hand, only creative leaders have the ability to re-think their business models and come up with ideas to drastically change their enterprise. Creative leaders have to be open-minded and inventive. They have to encourage creativity inside the organisation in any way.

The most successful organisations co-create products and services with customers, and integrate customers into core processes

A very interesting finding is that according to CEOs a successful company has to adopt new channels to engage and stay in tune with customers. Customers have to be the first priority. An organisation has to get closer to them, get feedback to provide the customers with what they really want. Social media and Online Collaboration may be important points here.

Capitalise on complexity

In summary the study says that creative leaders can manage complexity by inventing new business models based on entirely different assumptions. Those who create new products, services, delivery methods and channels that make things simple and crisis proof will succeed. That way a company can even benefit on complexity.

What do you think? Were they right? How do you value creativity?


powered by tricider

Where good ideas come from

Popular science author Steven Johnson explains in this short video, where good ideas come from. As he states, great ideas need their time, sometimes many years to evolve and need to built on existing ideas and resources. As much as the Internet might be a distraction, Steven Johnson believes that networks and online tools facilitate innovation, like tricider ;)

The video is worth watching if only for it´s amazing animation technique: The only thing they use is a whiteboard and a pen. Have a look: