Posts tagged with Feedback

feedback

Giving B&Q customer feedback: the one time I wished for a QR code

QR codes never really took off in the West.

I had nothing against them, just their implementation (on a creative and a technical level).

However, I wanted one at the weekend so I could leave feedback about a store visit.

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Moments and journeys: how to use the voice of the customer in a multichannel world

Consumer behaviour is changing more rapidly than ever. Claims of desktops gathering dust and email on the way out may be over-stated but we are certainly living in a mobile enabled world of instant gratification.

It is no surprise that this is having a fundamental impact on how consumers and brands interact. Many brands have embraced live chat in recognition of a consumer appetite for instant messaging.

And we moved away some time ago from talking about online as one entity or one customer channel to talking about multiple digital touch points in recognition of the increasing fragmentation of customer facing channels and the rise of mobile.

The challenge facing brands now is how to understand this new omnichannel consumer, the type of consumer who flits from one channel to another and who in fact does not think about a ‘website’ or an ‘app’ anymore but is so comfortable with it all, that to them, it’s just ‘shopping’.

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Voice of Customer

Voice of customer surveys: a killer tactic for quick CRO wins

Funnel analysis, A/B testing & landing page optimisation are all fantastic ways of improving your websites conversion rate.

However, nothing will come close to the effectiveness of VoC analysis to deliver quick conversion rate and website usability increases.

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How do consumers feel about brands on Twitter?

Many companies are under the impression that opinion about brands on Twitter is mostly negative, but a new survey conducted by Econsultancy (and supported by Toluna) shows evidence to the contrary.

The Twitter for Business Guide, published earlier this week, includes findings from consumer research, which indicates that a higher proportion of consumers have conveyed positive, rather than negative feedback on the social platform. 

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Social media lessons from Oman: Best Burger threatens legal action over bad review

Earlier this week, Best Burger in Oman almost did a "Benihana", by threatening to sue a blogger for writing a somewhat negative review of their restaurant.

But what Best Burger didn't know was that the blogger it was planning to sue is also a legal researcher by profession. Luckily for both parties in the end, the restaurant decided to do the right thing by withdrawing legal action, and thinking constructively about how the menu could be improved.   

However, many companies in the Middle East still fail to recognise the tremendous opportunities borne out of negative feedback, and how it can be used to improve the business and build stronger long-term customer relationships.

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Is it ever okay to admit your product sucks?

Domino's Pizza has a confession to make: the pizza it has been selling for decades sucks. If you ever thought that the crust tasted like cardboard, or that the sauce tasted like ketchup, Domino's isn't going to argue with you. It knows.

The pizza chain, which got a crash course in social media disaster management last year, has me thinking: is it ever a good idea to admit that you product sucks?

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How do you handle feedback?

When someone provides you with feedback, how do you handle it? Do you take it seriously and make an effort to incorporate it into what you're doing? Or do you more often than not blow it off?

Feedback is a touchy subject for brands, business owners and entrepreneurs. Everyone has an opinion and on the internet there is no shortage of individuals who want to share theirs with you. Depending on how feedback is provided and how much of it you receive, dealing with feedback can be overwhelming, depressing and even angering.

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