The Dos and Don'ts of Getting Customer Feedback

CSM Practice - The Customer Success Podcast

Explore the intricacies of customer feedback in this insightful podcast episode, where Irit Eizips engages with Steve Bernstein, a customer feedback expert from Waypoint Group. Delve into their discussion on effective strategies for collecting and leveraging customer insights to foster business growth.
In this episode:

• Strategies for identifying key stakeholders in the feedback process.
• Techniques to increase survey response rates significantly.
• The importance of a customer-centric approach in feedback collection.
• Insights into creating surveys that provide valuable information.
• The critical role of asking the right questions to the right people.
• How leveraging customer feedback can enhance customer-centricity in your company.

Ideal for Customer Success Managers and professionals, this episode serves as a comprehensive guide on the dos and don'ts of customer feedback. Tune in for expert tips to refine your customer engagement strategies.
🎧 Discover more by viewing the complete conversation on our YouTube channel: View on YouTube.
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Additional Resources:
🎥 Video: How to Become a CUSTOMER-CENTRIC Organization
https://bit.ly/3Ti8bK0
🎥 Video: ROADMAP To Becoming a CUSTOMER-CENTRIC Organization
https://bit.ly/3P3oXtP
⏬ Download Infographics: 8 Key Steps in Becoming a Customer-Centric Organization
https://bit.ly/3P2quA8
⏬ Download: Voice of the Customer
https://bit.ly/3TjkTYN
📑 Blog: Becoming a Customer-Centric Organization
https://bit.ly/3IlEdhR

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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فصل ها

1. Intro (00:00:00)

2. Customer Feedback (00:00:58)

3. Background (00:02:07)

4. Stakeholders Feedback (00:05:33)

5. Account Coverage (00:08:30)

6. Increasing Response Rate (00:10:34)

7. Best Practices (00:13:13)

8. Lower touch model (00:16:31)

9. Collecting Customer Feedback (00:20:42)

10. Key takeaways (00:23:18)

11. Over Surveying (00:27:11)