Your score: 90% compatibility 🥳
It seems that you struggle with one of the common challenges companies have today, the problem of customer reluctance to share feedback. This is an ongoing struggle. It's becoming more challenging to obtain enough and good-quality customer feedback.
But hey! You are on the right path. Feedback is a powerful guide that can give your leadership team insights that chart a path forward for every part of a company — from product through UX and customer support. However, in many companies, feedback is collected without a clear intention, and eventually, it may not serve anyone. So, before you begin collecting feedback from customers, you need to pinpoint why you’re seeking their input. Identifying your desired outcomes and outlining the process worthwhile investment of your time — and your customers’ time.
Being customer centric means understanding the customer's point of view and respecting the customer's interest.
Listening to customers is an inherent part of being customer centric. It's tough to know how to improve the customer experience if you don't have a system for regularly collecting customer feedback. Add a feedback button to your product, and give your customers an easy possibility to submit a bug, suggestion or general feedback whenever they want.
You'll find that customers can help you build a product that other customers love. While they can't singlehandedly steer your development toward innovation, a truly customer-centric company will take advantage of the fact that their customers often know what they want.
There's an even deeper benefit to asking and listening. As you ask for feedback and your customers offer it, you boost your chances of achieving a high customer satisfaction rate.
There's no better evidence than actual feedback from your users. Collect ratings and improvement ideas on specific features or experiences with Usersnap's in-product targeting micro surveys!
Trigger a 1-question pop-up by URL, email or user event, upon rating the initial question, follow up with an open-ended question to find out the why.
Here's a quote from George Labs, by Erste Group: “How to bring value to the end users is what our product and development teams thrive for. Usersnap helps us get the feedback and evidence we need to keep moving.”
You can't improve what you don't measure. As wonderful as it would be to have a direct metric to understand how customer centric your team is, unfortunately, it doesn't exist. Instead, use lagging indicators to determine how your choices impact your customers.
Here are a few metrics to keep an eye on:
Customer satisfaction score (CSAT)
Net promoter score (NPS)
Churn rate decrease
Customer lifetime value (LTV)
None of these measurements alone indicate customer centricity, but as they start to collectively trend upward, it means that changes to customer strategy are having a positive impact.
Add Usersnap to your workflow today. Empower your team with visual feedback.