#11: The Value of Customer Feedback

Marketing School - Digital Marketing and Online Marketing Tips

Eric Siu and Neil Patel

Careers, Business, Marketing

4.6 • 1.3K Ratings

🗓️ 11 August 2016

⏱️ 11 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

In Episode #11 Eric and Neil discuss the value of customer feedback. Reaching out to your audience when you’re starting your business and as your business is developing will help your company to continue to grow and see success. Find ways to consistently get the truth from your customers—take even the negative feedback into consideration. Time Stamped Show Notes: 00:25 – Why and how should you collect customer feedback? 00:40 – What is customer feedback? 01:09 – “All that matters is what your customers are telling you.” 01:25 – The value of negative feedback 01:40 – “You can’t live in the black box.” 02:10 – Solve the customer’s problem 02:30 – Eric and Neil’s mistake when they built a blog was to leave out the audience 03:15 – Customers will drive your business in the long run 03:30 – Why people choose certain brands 03:50 – “Delight your customers.” 04:15 – Survey your customers and your competitor’s customers 04:50 – How often do you survey your customers? – Once a month at least. 05:00 – Do something about problems that come up. 05:20 – Buffer and Zapier have outstanding customer support 05:40 – Calling the clients to see how they’re doing 06:00 – Ask them: “If you had a bottomless budget, what would you have us do for you?” 06:45 – Don’t freak out about negative feedback 07:05 – Look at the volume of good vs. bad feedback 07:20 – Don’t bribe people to give you feedback. 07:50 – You want the truth. 08:00 – Requesting a testimonial from a happy customer 08:30 – Intercom helps you interact with customers 09:00 – Managing live chat on your website 09:30 – Leave a rating or review if you enjoyed the show today! 3 Key Points: Don’t ignore negative feedback. A good customer relationship will drive your business. Consistently take time to gather feedback and see what problems are coming up. Resources Mentioned: Buffer and Zapier – Two companies that are renowned for their incredible customer support Intercom – A company that can help you interact and get feedback from your customers Leave some feedback: What should we talk about next? Please let us know in the comments below. Did you enjoy this episode? If so, please leave a short review. Connect with us: NeilPatel.com Quick Sprout Growth Everywhere Single Grain Twitter @neilpatel Twitter @ericosiu

Transcript

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0:00.0	Get ready for your daily dose of marketing strategies and tactics from
0:06.8	entrepreneurs with the guile and experience to help you find success in any
0:11.4	marketing capacity.
0:13.0	You're listening to marketing school
0:15.0	with your instructors Neil Patel and Eric Sue.
0:18.0	All right guys, before we start, we got a special message from our sponsor.
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0:31.5	The faster your website loads, the better off you are. With
0:34.4	Google's core vital update, that makes it super, super important to optimize your
0:38.5	site for low time. And one easy way to do it is use the host that Eric and I use dream
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0:49.7	to improve your low time.
0:57.0	Hi everyone welcome to this edition of Marketing School. I'm your host, Ericzu.
0:59.0	And I'm Neil Patel.
1:00.0	And today we're going to be talking about why you should collect customer feedback and how.
1:06.0	First off, Neil, what's customer feedback?
1:09.0	Customer feedback is just getting input from your customers and potential customers and how you can
1:15.2	improve what's good what's bad what you should change etc. I've talked to so many
1:19.7	entrepreneurs over the years and they all tell me oh we're gonna fix this is what we need to improve and we're gonna make this better and this is how we're gonna perfect X Y and Z and I was like okay cool where did you get that data from?
1:29.0	Oh well I use my product all the time and these are the changes I want to make well of course those the changes you want to make.
1:33.0	Well of course those are the changes you want to make but you're bias it's your own business.
1:37.0	All that matters is what your customers are telling you.
	...

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