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.

 

Brainstorming at Learntank

Last week, the second Learntank Berlin took place in the beautiful and wonderful designed offices of wooga. Learntank was set-up by Robert Basic, Nicole Y. Männl and Gerhard Schröder. It aims at bringing together all kinds of “online people” in order to exchange knowledge and experience around online publishing.

The group is brainstorming

This time, learntank was all about “How to create a buzz”. After a short introduction by Robert, the group was split in two in order to brainstorm and discuss the topic with real life examples. One example was a lovely blog (huxlipux) with stories for children written by a well-known eastern German old lady who was once famous for her stories about Bummi. The other example was an online tool: tricider!

In our part of the workshop, we were following a structured method. Although it was all focused on tricider, the aim was to offer some new ideas to everyone for his own project. The discussion spread from target groups to multiplicators and scarcetiy of resources.

It was amazing to see, how engaged and creative the group was and how quickly they came up with brilliant ideas. All in all, it was a great event and we are looking forward to the next learntank. If you would like to meet us there, you should find all the dates on their facebook page.

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!