It’s time to get into the “who, what, when, where, why?” of a CX strategy. The idea sounds great, but where do you start logistically implementing something like this in your business? Let’s take a look at how others are doing it to find out.
Let’s start with the “when”. Many businesses collect feedback at key points in the buying process and/or promptly after an interaction. While asking for feedback shortly after an appointment or service will naturally yield higher response rates, an additional 20% of respondents incentivize their customers to give them feedback. Based on your business type, it could be beneficial to have a strategy that includes the option of either method.
While you can see here what most people are doing, we have to stress that this is not one-size-fits-all for any best practice. Using a majority as a jumping off point will give you good direction. But it is crucial to constantly monitor and analyze feedback to better understand and pinpoint the crucial points in the lifecycle of your specific customers.