I love to play a little game on my phone called Trivia Crack, and I often play against my husband.

You can have multiple games going simultaneously, so he sometimes asks me for answers and I forget to check who he’s playing before I give him the correct one (I have no shame in sabotaging his game if it means I will win…don’t judge).

Because the game has 6 different categories of questions (history, art, geography, sports, science and entertainment), I am quickly reminded that I don’t know everything and there are certain categories in which I don’t score well…at all.

This is exactly how your business works.

It contains so many different categories like customer service, accounting, sales, data, etc.. and you can’t be great at all of them.

Customer feedback can provide the right-on-time, specific suggestions that can help make your brand memorable and relatable.

So without further ado…let’s get to it.

Some classic and fresh ways to get great feedback from your customers that will build your brand and further your business.

17 classic & fresh ways to get feedback from your customers that will build your brand and grown your business #entrepreneur #marketing Click To Tweet

#1 Ask in Person

This could happen in an interview or just casual conversation. If you happen to meet with a client or customer or you see him/her in any capacity, don’t be afraid to ask about the experience and satisfaction level. Of course, it would be best to take notes or if you plan on asking a lot of questions, don’t be afraid to record the conversation.

If you happen to meet with a client or customer or you see him/her in any capacity, don’t be afraid to ask about the experience and satisfaction level. Of course, it would be best to take notes or if you plan on asking a lot of questions, don’t be afraid to record the conversation.

Of course, it would be best to take notes or if you plan on asking a lot of questions, don’t be afraid to record the conversation.

What I do

I use a dot grid notebook when talking to people and taking notes because I can write or draw and it accommodates both actions perfectly.

If I have my computer in front of me, I really like the Simplenote app.


#2 Exit Survey for Clients

Administer a quick survey via email, over the phone or with an awesome postcard after you finish work or services for a client. It should be something that is quick, attractive and to the point. Remember people value their time, so make it convenient. If you mail something (which can be a nice personal touch), send a return envelope to makes sure you get it back.

It should be something that is quick, attractive and to the point. Remember people value their time, so make it convenient. If you mail something (which can be a nice personal touch), send a return envelope to makes sure you get it back.

Remember people value their time, so make it convenient. If you mail something (which can be a nice personal touch), send a stamped, return envelope to makes sure you get it back.


#3 Poll questions on your website or social media account

If there is a burning question that you have, you can make the question available on your website when a new person visits.

Assuming that your site is using keywords for your industry and your social media accounts are sending relevant traffic, in theory, you should be sampling your target audience.

Helpful Links & Research for Adding Polls to Your Website

4 Facebook Poll Tools for your Social Media Strategy

4 Awesome Plugins for Adding Polls to your Blog Posts 5+ Best Poll Plugins for WordPress Free Online Polls: Easy Polls
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#4 Interactive PDF Survey

If you want to create a longer survey that is not online, an interactive PDF is the way to go.

This is a PDF that includes fields such as text areas, radio buttons and drop-down menus that can be utilized directly on the PDF.

Once the pdf is filled out, the user can save it and email it back to you.

Methods of Creating Interactive PDFs

Free Online Resource

PDFEscape

Tutorials and Resources using Paid Software
(if you are looking to make something a bit more pretty with more capabilities)

Tutorial – How to Create a Fillable PDF Form with Acrobat X

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Check out Lynda.com software tutorials where you can learn tons of different software including Adobe Acrobat and InDesign

 

Using Adobe InDesign takes a bit more training and skill to get used to this software, but your capabilities to include make it look amazing and even include video in your interactive pdf really increase.

If you are interested in creating something like this and need help from a professional, contact me.

 


 #5 Scour Your Emails

You may not realize it, but the people you communicate with in your email are telling you things about your brand and the way you do business every day!

Organize your inbox (I think the way HowtoGeek.com does it is practical and has longevity), and look for helpful information from your current and past clients and associates.

If you don’t have time to organize your inbox so you can find your client emails quickly, go to your invoicing system to remember who you have worked with and do a search for each of your customers so you can read through their feedback.

Here are a few that I found in my email

“Thanks for all your work on this!!! And my thoughts on the business cards: LOVE IT!!! :)”

“I love your process. I love being able to look and choose from 4 completely different logos.”

“Thanks for doing what I asked even if we didn’t go with it in the end. I feel like you really listened.”


#6 Have a pen and pad (or computer) for “accidental feedback”

If you are anything like me, you will hop on the phone to order something without your card or call to pay a bill without the account number.

When you are on the phone with clients or potential customers, have a notepad or a computer with you to write down what I like to call “accidental feedback.”

When people start talking, they don’t want to stop, so use the opportunity to figure out how that particular person can be served best based on the things he/she says.

This type of feedback often comes in the form of what NOT to do for your customers.


#7 Listen on Social Media (Searches, Hashtags, Questions)

People are talking ALL THE TIME and even if they aren’t talking about you, they are talking about something you can use to better your brand or gain their trust for future business.

Using keyword searches, hashtag searches, social media questions and timely responses, you can get a good idea of what your target audience wants and expects.

In that same way, you will also have a good idea of when they are not pleased and that is just another opportunity to further your brand by being available to fix their problems.

Great Resource

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#8 Website Analytics

This is a hot topic, but in case you aren’t quite sure what I mean when I say “analytics,” I’m referring to your ability to track what a visitor is doing on your website and   how you acquired that visitor.

Companies that provide analytics tell you things like who referred your visitors, what pages they went to, how long they stayed on those pages, where they clicked, where they are from and so much more.

You can track paid campaigns, funnel clicks…all kinds of stuff.

Where to sign up

googleanalyticsGoogle Analytics KissmetricsKissmetrics MixpanelMixpanel

 


#9 Social Media Analytics

Social media analytics are just like website analytics, but with your social media accounts instead of your website (I feel like Captain Obvious after that sentence).

It is a great way to see what types of posts get the most likes, retweets, +1’s etc.

This can really drive your marketing efforts and affect your brand positively by giving your followers more of what they like.

Usually analytics are provided with your free social automation accounts, but there are some services that are strictly dedicated to social media analytics.

Services that Can Help

hootsuiteHootesuite bufferBuffer App simplymeasuredSimply Measured

 


 #10 Blog Post Comments

It is common to ask a question or offer something interactive at the end of a blog post.

Why not make the question something that will get you the right feedback for your business? Also consider reading the comments of other blogs that are in your industry.

You never know what little treasures you may find that could help with your business.

Finally, consider adding unconventional fields to your comments sections. You can ask whatever you want before a person is able to leave a comment.


#11 Usability testing

Some of the biggest changes I have made on my own website have been due to usability testing. This feedback is more specific to your websites and forms.

It’s amazing how differently people will approach the same website.

They can show you things you would have never thought of on your own.

For instance, the banner in my header used to contain a series of phrases that described what I did and what you would find on the site, but after conducting a few usability tests, I found that some people thought it was my menu and was frustrated when you couldn’t click the words.

I also found that people didn’t know where to go or what to look at when they landed on my site, so I made some changes.

Usability Testing Site You can Utilitze

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After using Peek for the first time, I was hooked. You can get free peeks at how users navigate your site through a video. It’s so helpful to see your website through someone else’s eyes.


#12 Focus Groups

Usability tests are great for your website, but what if you want to test an actual product (physical or digital) or you want to test a process?

Gather a small group that is representative of your target audience and have them go through your invoicing process or work with your app.

This can be a physical group that meets at a coffee shop or a group that you send your digital product to over email.

Just be sure to have clear instructions and specific questions you want the group to focus on.


#13 Customer Review Sites

I don’t like to assume, but I think we are all pretty familiar with customer review sites such as Yelp.

Depending on your industry, some sites may not apply, but you can check these sites for businesses that are similar to yours and listen to the customers’ experiences.

Other sites include The Better Business Bureau, Consumer Reports, Angie’s List, etc… Remember that getting customers to post reviews about you is just as valuable.


#14 Live Chat

Something that I’m quite interested in and something that I’m seeing with more frequency is live chat. I have heard some people say that it makes a site feel cluttered or it can get annoying, but I know how lovely it feels to have a question and be able to ask it immediately. Some businesses may lend themselves more towards a live chat feature on the website than others. For instance, if you have a lot of products, being available to help make decisions and go through the purchasing process could turn more visitors into buyers. Also, if you are a blogger and you have established yourself as an expert in your field, having live “office hours” could be a cool feature for your readers.

I have heard some people say that it makes a site feel cluttered or it can get annoying, but I know how lovely it feels to have a question and be able to ask it immediately. Some businesses may lend themselves more towards a live chat feature on the website than others. For instance, if you have a lot of products, being available to help make decisions and go through the purchasing process could turn more visitors into buyers. Also, if you are a blogger and you have established yourself as an expert in your field, having live “office hours” could be a cool feature for your readers.

Some businesses may lend themselves more towards a live chat feature on the website than others. For instance, if you have a lot of products, being available to help make decisions and go through the purchasing process could turn more visitors into buyers. Also, if you are a blogger and you have established yourself as an expert in your field, having live “office hours” could be a cool feature for your readers.

Also, if you are a blogger and you have established yourself as an expert in your field, having live “office hours” could be a cool feature for your readers.

Live Chat Plugins for WordPress Plugins for WordPress

FREE

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PAID

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#15 Provide Incentives for Information

It’s never a cool thing to buy reviews or feedback, but you can offer incentives with the clear understanding that you are only interested in the customer’s actual experience.

Consider product discounts for filling out a survey or free digital product like an ebook for leaving a review.

Whatever you do, make it easy for the customer.

Nobody wants to jump through hoops to do you a favor.

If you need a template to design your digital product check out my Creative Market shop or my BMays Shop.


#16 Create a Group or Community

This is similar to creating a focus group, but on social media. Facebook and Google+ have the ability to make groups wherein the members can interact with one another.

Usually a community like this is centered around some topic that is helpful to everyone, but if you think about it and plan ahead, the topic that is helpful to them can also be helpful to you.

A Little Help

facebook

Facebook Group Information

G+

Google+ Community Information

 


#17 General suggestion area in all publication or newsletters

If you send out a lot of newsletters or a regular email to your clients, have a consistent feedback area for your customers.

They may not have anything to say when you ask for it, but what about 3 months down the road?

Give them a consistent way to communicate their suggestions, praises, and concerns to you.

Conclusion

Communication is the key. I know it is cliche, but I like cliches in case you can’t tell.

(They became cliche for a reason)

Anyway, keep the lines open to make sure you are building your business to what it can be.


How do you currently get feedback or stay informed to better your business?
Any suggestions for us?

Share the Knowledge!

3 Comments

  • Hi! I know this is kind of off-topic however I had to ask.
    Does managing a well-established website such as yours
    take a lot of work? I’m brand new to running a blog however I do write in my diary on a daily basis.

    I’d like to start a blog so I can easily share
    my personal experience and views online. Please let me know if you have any kind of suggestions
    or tips for new aspiring blog owners. Thankyou!

    • Brittany says:

      It can be a lot of work, but it’s all worth it. If you can get in the habit of writing on your computer rather than in your diary…there is no difference. You will have the extra work work of adding images and links, but it’s not overwhelming. If you want more information on starting a blog, check out my good friend at http://www.byregina.com. She has TONS of information on starting a blog.

  • Laura Welker says:

    Great post! We are linking to this particularly great content on our site. Keep up the great writing.

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