Customer Feedback Conversations ☎️
CUSTOMER FEEDBACK CONVERSATIONS
I love good 1-on-1 live interviews. You know, the kind that makes you feel like you're having a real conversation versus the kind that feel like you're asking questions off a checklist?
Ya. Most of us have had the latter experience either when asking the questions or having questions asked of us.
And it feels awful for both parties.
Here's a hack I've learned to help when asking customers for feedback on a phone or video call:
Go into the feedback 'interview' like a curious detective. Think of yourself as simply trying to understand the customer's situation and your questions help build that picture.
It's a simple mindset trick but it makes the world of difference in terms of how the discussion flows. You've just moved into a conversation with your customer instead of an 'interview'.
Being in detective mode is not only more enjoyable for you as the one collecting feedback but it also puts your customer at ease too.
What's your best tactic for actually getting them on a call?
Good question!
There are a few things depending you can do.
reach out immediately after they've just had a success with your product
They're feeling good so it's easier to get them on the phone to talk.
offer an incentive
This can be monetary (like a gift card) or the opportunity to get early access to a new feature.
reach different ways
You can send emails. You can also have a feature-based pop-up. When they the feature, a pop-up asks if they might want to give personal feedback about it. If they answer yes, ask for a quick call.