{"id":32910,"date":"2024-10-12T02:00:26","date_gmt":"2024-10-12T06:00:26","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=32910"},"modified":"2024-09-27T16:33:55","modified_gmt":"2024-09-27T20:33:55","slug":"discover-the-secret-of-how-to-gain-actionable-customer-insights","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/discover-the-secret-of-how-to-gain-actionable-customer-insights\/","title":{"rendered":"Discover The Secret of How to Gain Actionable Customer Insights"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" title=\"Embed Player\" src=\"https:\/\/play.libsyn.com\/embed\/episode\/id\/33238112\/height\/128\/theme\/modern\/size\/standard\/thumbnail\/yes\/custom-color\/ffffff\/time-start\/00:00:00\/hide-playlist\/yes\/download\/yes\/font-color\/000000\" height=\"128\" width=\"100%\" scrolling=\"no\" allowfullscreen webkitallowfullscreen=\"true\" mozallowfullscreen=\"true\" oallowfullscreen=\"true\" msallowfullscreen=\"true\" 0=\"style=&quot;border:\" 1=\"none;&quot;&gt;&lt;\/iframe\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p><span style=\"font-weight: 400;\">Customer feedback is critical to managing and improving your <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a> but it isn\u2019t easy to get. Worse, it isn\u2019t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, <\/span><a href=\"https:\/\/www.linkedin.com\/in\/timrwaterton\/\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-weight: 400;\">Tim Waterton<\/span><\/a><span style=\"font-weight: 400;\">, Chief Revenue Officer of <\/span><a href=\"https:\/\/www.happy-or-not.com\/en\/\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-weight: 400;\">HappyOrNot<\/span><span style=\"font-weight: 400;\">\u00ae<\/span><span style=\"font-weight: 400;\">,<\/span><\/a><span style=\"font-weight: 400;\"> brings over 20 years of experience in helping companies gather and analyze customer insights. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the main insights Waterton offers is the importance of capturing feedback at the right moment\u2014immediately after the Customer Experience. According to him, this approach ensures that businesses collect more accurate feedback as people&#8217;s recollections of their experiences fade quickly. He suggests that feedback should be short and simple to encourage participation, using tools like micro-surveys (e.g., quick emoji selections).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Waterton also explains the difference between feedback and reviews. Feedback is company-initiated, where you ask the customer directly, while reviews are customer-initiated and usually more detailed. Both have value but serve different purposes in understanding the customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A key takeaway is the balance between positive and negative feedback. While many companies receive mostly positive feedback, focusing only on the negatives or positives can skew your understanding. You need both to find areas of improvement and highlight what&#8217;s working well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We also warn about the dangers of over-automating customer experiences. Colin shares an example of a milkman who improved efficiency but lost personal connection with customers, ultimately losing Colin\u2019s wife business. This cautionary tale is a crucial reminder that companies must balance efficiency with the human touch, especially in the age of AI and automation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We wrap up with practical tips on gathering meaningful feedback, including choosing the right channels, keeping surveys relevant and concise, and acting on the feedback you receive.<\/span><\/p>\n<p><b>In this episode, you&#8217;ll also learn:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The difference between feedback and reviews and why both matter<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How to avoid &#8220;survey fatigue&#8221; and keep customers engaged<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The role of micro-surveys in capturing real-time feedback<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The importance of balancing automation with personal interaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Why acting on feedback is crucial to improving Customer Experience<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Customer feedback is critical to managing and improving your customer experience but it isn\u2019t easy to get. Worse, it isn\u2019t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well.\u00a0 In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":27706,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-32910","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/32910","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=32910"}],"version-history":[{"count":1,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/32910\/revisions"}],"predecessor-version":[{"id":32911,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/32910\/revisions\/32911"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/27706"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=32910"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=32910"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=32910"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}