Let me start off by saying:
You are bringing value to your customers!
You may have read articles and blog post with a Customer Success theme and how you should give your customers value in all different ways in order to have happy customers and keep them in the loop. Many companies have started to sketch up a customer journey to get a better overview on how the customers move withing or between products, why they are doing it and when are they ready for “the next step”. The customer journey never ends – it only has a beginning and it’s crucial to get them on the right track as early as possible.
So, you start by doing infographics, whitepapers, poster, e-bok, articles, webinars and other stuff to build trust, educate them so they understand the product and in the end bring value to the customer. You will most certainly see more and more users using your product (if you are measuring it) and even upgrade the subscription plan.
But are your customers bringing you value?
By this time you know your customers, otherwise I have no idea how you are succeeding. But in order to have a successful customer journey you need to get feedback from your customers in how you can improve your product. If you only measure inside the product with events and how the customers are navigating between different pages, creating a PDF, exporting excel or what ever actions you have and that you know they need to do to fulfill the customer journey. But it is also so important that you have the right communication channels with your customers so they know how to send you feedback. This can be done in a lot of ways:
- In-app (chat)
- Phone call
- Twitter, Instagram, Facebook, LinkedIn and other social media
- At the grocery store
- Or simply knocking on your door
But how do you collect every feedback and turn them into something valuable? And how do you get back to the customers for a specific feature they asked for Q3 2017? There is a lot of tools out there who collects feedback, prioritize the feedback, letting other customers know other customers feedback and can even thumbs up on it and in the end you can send an e-mail to all the customers who had the same feedback and let them know at once. Check out ProdPad, Zendesk or Hubspot to learn more.
So by encouraging your customers to give you feedback – you need to have a strategy in how to collect the data and where the customer find the right communication channel to send it. But, you don’t need any fancy pancy tool to start telling your customers to give you feedback.
And if you are not asking your customers today what you can do for them – you will never improve your product.
Start of by calling a customer and ask for feedback!