Sales Tips: A Better Way to Gather CX Feedback
By Connie Schlosberg, Primary Intelligence
When collecting feedback from our customers, we know we need to get the sincerest input from them if we want to provide customers with the most valuable experience.
While NPS surveys, on-site visits, one-on-one interviews are effective ways to collect feedback, they don’t fully capture the golden nuggets we’re looking for.
Companies often neglect the most cost-effective and beneficial way to understanding customers and their specific needs.
Customer Phone Interviews
After interviewing customers on their experience with our clients for almost 16 years, we’re confident we know how valuable a phone discussion can be. If you want the most honest assessment from your customers, your best bet is to talk with them, get to know them, and understand how well—or not so well—things are going.
With customer phone interviews, you’ll find helpful answers to your most pressing questions. You’ll also get the opportunity to learn about issues that you didn’t even know exist. These issues could potentially prevent your customers from renewing or purchasing additional solutions. (Read Why Phone Interviews Are My Favorite Method for Collecting Customer Insights for a more in-depth discussion.)
Why Phone Interviews Are Better
Having a phone conversation with your customers is the best method for the following reasons:
- It’s low effort for the customer. Most conversations are under 30 minutes.
- It’s low cost. You don’t have to worry about travel expenses or loss time from work.
- You get detailed insights. Pair the phone interview with an online survey and you’ll gather a scorecard of your performance along with the reasoning for the scores.
For tips on a highly successful customer phone interview and the best way to get customer experience feedback, click or tap on the following infographic.
A Better Way to Gather Customer Experience Feedback