Using Client Feedback to Drive Innovation
What drives innovation in your organization? Are you constantly bringing “Wouldn’t it be cool if…” ideas to your product development team (to inevitably be met with eye rolls)? Or, are you truly listening to the wants and needs of your clients and working to improve your product to meet the demands of your user base? Hopefully, you answered with the latter.
Companies large and small across the globe interact with their clients on a daily basis, exchanging information through various streams – live chat, phone, email, support tickets, social mentions, etc. But information is only meaningful when there are processes in place to act on incoming client feedback.
When a busy support agent is assisting multiple clients at once, it’s easy to let an important tidbit of feedback during a routine conversation slip through the cracks, as “fires” and other, more pressing issues take priority. Even during lulls, incoming insights can fall by the wayside. So how do you overcome information overload and close the loop on valuable customer feedback?
Here are three tips to help ensure that client insights result in actionable, innovative change, rather than falling into the black hole of lost opportunities. Continue reading “3 Ways to Maximize Client Feedback”