When it comes to gathering feedback from our customers regarding their journey with us, we need to broaden our perspective and shift our focus from just the product to the entire customer experience.
Customer Experience
Why?
Because when we embrace the customer experience, our product becomes an integral part of it, not the sole focus.
In the evolving landscape of sales, the overall customer experience will play a pivotal role in customers’ choices.
It won’t matter how exceptional our product or service is if our customers can’t grasp its value or navigate their journey effectively; they’ll simply choose not to buy from us.
When we fixate solely on the product or service, we limit our horizons and fail to grasp the essence of the new era of sales.
Customer feedback should seamlessly blend into our journey
We should aim for an experience where we solicit feedback at every juncture of the journey, not just once customers have already made a purchase.
Why?
Because this approach breaks down feedback into manageable, actionable tasks rather than overwhelming projects.
It allows us to be agile, which aligns with my repeated assertion that to harness the full potential of AI as a partner, we must adapt continuously.
By seamlessly integrating feedback into our process as small, iterative tasks, we enable AI to swiftly process the data, and this, in conjunction with its human counterpart, can easily uncover information that may have otherwise been overlooked.
This encourages both to think creatively and implement changes rapidly if needed, helping our customer experience to grow and, most importantly, keeping us connected with our most valuable assets: our customers.
5 Questions to Transform Customer Experience
Now, I’ve compiled a list of questions to serve as an example of what you should contemplate:
1. Did You Recognize the Value of Our Solution Early On?
This question helps gauge whether customers perceived the value of our solution right from the start, shedding light on the efficacy of our messaging and onboarding process.
2. Was it Easy for You to Self-Educate on How to Gain Value from Our Solution? If Not, How Could We Improve?
Uncovering any potential hurdles customers faced in getting acquainted with our product or service is crucial. This question guides us toward enhancing user-friendliness.
3. Did You Experience Value During the Trial Period of Our Solution?
Assessing whether customers derived value during the trial phase provides insights into the effectiveness of our trial offering and its alignment with their needs.
4. How Would You Describe Your Overall Experience with Our Tips, Information, and Demos Throughout Your Journey?
Gathering feedback on the quality of our educational resources and demos helps pinpoint areas for improvement in our content and guidance.
5. Would You Recommend More Automated or Human Assistance to Others Considering Our Solution?
This question delves into customer preferences regarding support and assistance, enabling us to tailor our service approach to meet their expectations.
By posing these questions, we’re not just seeking feedback; we’re demonstrating our unwavering commitment to enhancing the customer experience. This commitment fosters stronger relationships and customer loyalty—a key to success in this ever-evolving landscape.
Example
Now, let’s look at it a step forward and look at one question and inject it into our customer journey seamlessly.
I will take the question I believe is most clear to everyone about where and when to ask it and showcase that these questions are merely pointers encouraging us to think creatively and consider the global perspective of our own customer experience.
Did You Experience Value During the Trial Period of Our Solution?
I am sure you are all thinking that this should be asked at the end of the trial, but I think it should be asked at the beginning. If they open the trial and do not get immediate value, having it for a certain number of days will not help.
I will recommend sending it 24 hours after opening a trail.
Why ?
Obtaining this information when they are still have an active trial with us can keep us in the game and show that we genuinely care.
I believe this is the experience we wish to convey, and using this as a message to the customer that we are dedicated to their success, meaning seeing value simply and easily from the moment they open the trial is a powerful one.
From me:
Whether you agree with me or not is not the point.
I got you to think about the experience, got you to think of the customer’s voice as a driver for creativity in the age of new sales, the age of AI.
This is what I wanted to do.
This is the only kind of thinking that will enable us to enjoy the new counterpart – AI.