Optimal approaches to engage with End Users and Buyers for feedback

  • 1 August 2023
  • 1 reply
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  • Gainsight Employee: Team Captain
  • 35 replies

It's important to be proactive in seeking feedback from both end users and buyers. By doing so, you can continuously improve your product to meet customer needs, enhance the overall experience, and strengthen customer relationships, which ultimately leads to business growth and success.

 

End users are the individuals who directly interact with and use your product or service. They experience its features, usability, and overall functionality.

To collect feedback from end users, consider the following channels:

Buyers are the individuals responsible for making the purchasing decision and may not be direct users of the product but have insight into the overall buying experience.

To gather feedback from buyers, consider the following approaches:

a. In-App or On-Product Surveys

b. Email Surveys

c. Customer Support Interactions

d. User Interviews and Focus Groups

e. Feedback Forms on Website or Landing Pages

f. In-Product Feedback Widgets

g. Usage Analytics and Behavioural Tracking

h. Social Media Listening

i. App Store Reviews and Ratings

j. Usability Testing

a. Customer Success and Account Management Engagements

b. Customer Satisfaction (CSAT) Surveys

c. Customer Reviews and Testimonials

d. Customer Advisory Boards

e. Customer Onboarding Surveys

f. Renewal and Churn Analysis

g. Sales Team Feedback

h. Product Packaging and Pricing Surveys

i. Win-Loss Analysis

j. Post-Purchase Surveys

 

By actively seeking input from both groups, your organization can foster a customer-centric approach, refine offerings, and solidify your position as a trusted partner in meeting customer needs and aspirations.


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Userlevel 7
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@bostonjillian thought this might help some of our NPS conversations.  :)

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