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.

 

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!

Nothing more to ask for…

Many people use tricider to find a good place for a meeting or a party. And a lot of people use tricider to find a good date for a meeting or a party. And some people just need to find both. It was quite uncomfortable to do that in two different tricisions. But the solution is here:

You can have up to 15 questions on one page. Each question has its own settings and can have a seperate deadline.

It´s a perfect tool to plan a conference, a bigger meeting or vacations. Make a survey in your company or ask your customers for feedback on your own product!

 

You can find the option to create a new page with multiple tricisions in your myTricider account. As usual it is completely free to use. If you want to support us, just tell your friends ;)

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?


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You might suffer from decision fatigue – without even knowing it


We stumbled upon a very interesting article in the New York Times. In this article, scientist John Tierney describes the effects and causes of the so called “Decision Fatigue”. Roughly speaking, that is a state of mind, in which a person is no longer able to make good decisions. Suprisingly, it is very probable that all of us end up in this state of mind almost every day – without even noticing.

Decision fatigue helps explain why ordinarily sensible people get angry at colleagues and families, splurge on clothes, buy junk food at the supermarket and can’t resist the dealer’s offer to rustproof their new car.

How come we all get trapped in decision fatigue? The essay of Tierney points out two important reasons:

  1. Scientists believe that anytime we decide something, we consume a certain amount of energy. Making a decision takes away energy from you. The act of deciding is more tiring than screening of options or implementing a decision. Because in decision making, you need to compare different options and very often need to make trade-offs. For the brain, this is a difficult and thus tiring calculation.
  2. The amount of energy to make decision is not endless. Decision making is not only consuming energy, but the energy we can use for it is limited and will sooner or later be used up.

These findings have serious implications. As soon as you are running low on energy for decision making, your brain tries to make short-cuts in order to save energy. To that end, it relies on one of these two strategies:

  1. To use less energy, decisions become one-dimensional or even irrational. You just pick one option in order to avoid the tiring process of deciding.
  2. Even more energy can be saved by not deciding at all. The decision is postponed or just ignored.

People who depleted there mental energy are an easy target for manipulators. Tierney describes various experiments with shoppers who end up spending more than they intended. Just because of being bombarded with many options and little decisions, after a while they tend to choose the “default options” or ask the sales man “What would you recommend?”.

What makes decision fatigue so tricky is the fact that it is so hard to detect on yourself. As Tierney puts it:

It’s different from ordinary physical fatigue — you’re not consciously aware of being tired — but you’re low on mental energy.

Although there is no cure against decision fatigue, there are a few ways to cope with it: First of all, keeping the energy level high by eating and taking breaks more frequently. It is recommendable to avoid fast-food and sugar-snacks which result in sharp drops of glucose level after a brief high.

Having in mind, that all decisions and rejected temptations add up and consume your mental energy, you might consider trying something else: Avoiding unnecessary decisions. Tierney derives from studies of Roy F. Baumeister that ”people with the best self-control are the ones who structure their lives so as to conserve willpower.” We tend to deplete our minds with thoughts of whether to surf the Internet for one more minute or get back to work, whether to got to the gym or just go home, what to wear and whether to eat dessert or not. Adhering to strict rules and following strict schedules – just having a routine – saves energy by avoiding some decisions all together.

The most simple but nevertheless effective hint is to just be aware of decision fatigue:

That’s why the truly wise don’t restructure the company at 4 p.m. They don’t make major commitments during the cocktail hour. And if a decision must be made late in the day, they know not to do it on an empty stomach.

And certainly you can save some decision making energy by sharing the process with others, for example using tricider to brainstorm and vote on any question. ;)

Images: Ambro / FreeDigitalPhotos.net

A perfect place to make decisions

We just returned from a three days workshop called “Together To The Top”. The Center for Innovation and Entrepreneurship (CIE) from the Karlsruhe Institute of Technology invited us to refine our business strategy together with five other start-up teams and three experienced mentors. We had a great time and had the most interesting discussions until way after midnight.

But the real star of the workshop was the location! We were hosted in Schneeferner House just below the Zugspitze, Germany´s highest mountain at 2950m.

It was amazing. Just like in an old Agatha Christie book, we were all alone up there. Just one host and 18 entrepreneurs. The house has it´s own cable car, a railway station for a train that comes from inside the mountain and another tunnel that leads 700m through the mountain right to Austria. But the best part was the view of the meeting room.

In this moon-like, overwhelming atmosphere, it was easy to think freely and we made some really important decisions. We might have been more efficient at our desks, but we think some great ideas can only come, when you really step out of the daily routine. Meeting new people, exploring new places is always the right decision.