What you will learn from this episode:
- Learn important lessons from a feedback survey experience so you make sure you know how to respond to it and the prospect knows you are listening
- Find out the three steps you can do when having a feedback survey to ensure that your marketing is headed in the right direction and being utilized to its best effect
- Understand the lifetime value of your customer, so you let them feel their worth and know how you take care of them
How would it make you feel when you respond to feedback surveys coming from a place of help, and everything falls on deaf ears?
You’re expecting at least a thank you for taking the time out of your busy schedule, yet you’re not getting it.
In this episode, Paul shares his poor feedback survey experience with a long-time mobile company he’s been with. He brings out one big lesson from this – how you respond to every interaction you have with someone in whatever means it is, a feedback survey is one of them, is a reflection of your brand, good or bad.
“When you get feedback, listen to it.”– Paul Copcutt
01:12 – Paul relating his experience with a feedback survey
03:40 – What’s so critical about your own request for a feedback survey as a loyal customer?
04:35 – Lessons from Paul’s whole feedback survey experience
05:53 – What is one big lesson we can take away from this feedback survey experience?
07:16 – Valuable action steps you need to follow when doing feedback surveys
“If you are going to ask for feedback, decide to do something with it.” – Paul Copcutt
“The big lesson with regards to this is that every interaction that somebody has with you is a reflection of your brand. Whether that is a survey, an email, a phone call, a social media post, a blog article, a networking interaction, a phone conversation, whatever it is, is a reflection of your brand, good or bad.” – Paul Copcutt
“If people are taking the time to give you feedback, they want to do it from a place of help; it’s not there to necessarily criticize you. If they are giving you negative feedback, it’s still because they care enough that they’ve taken time to give you that feedback; you asked for it, as well. So use it.” – Paul Copcutt
“Even if the feedback is negative, even if it is something you’re not going to do anything about or you think the customer is wrong, you still want to think about the tone you’re going to go back to them with. And ensure that you’re not damaging the customer or client relationship potentially further than it is already damaged.” – Paul Copcutt
“Decide what you’re going to do and make sure you’re following up.” – Paul Copcutt
Connect with Paul Copcutt:
Music: Thank you to Zoax for the intro music