Introduction to Asking Valuable Customers for Feedback:

Before we tackle how to ask valuable customers for feedback, let’s look at why you should be them for feedback.

Approximately 95% of shoppers will read feedback before making a purchase, and 72% of customers won’t take action until they’ve read the feedback of a product or service. So, it's safe to say that the more feedback you have, the more significantly it will impact on purchase decisions. 

Research shows that negative feedback has the potential to convince a massive 94% of consumers to avoid a business. The bad news is, a consumer is 21% more likely to leave feedback, under their own initiative, after a negative experience than a positive one. So, you need to proactively encourage customers to leave feedback to get those positive reviews coming in.

Approximately 48% of consumers will only take feedback written within the last 2 weeks into consideration before purchasing a product or service. So, you need to find a way to keep that feedback coming in thick and fast. 

So, now we know why you need to ask, let's look at how you should ask your valuable customers for feedback.

Asking valuable customers for feedback can be done in lots of different ways. These are some of them:

  • Pop-ups on your website or App
  • Phone calls
  • Texts 
  • NPS survey 
  • Forms 
  • Social Media Polls
  • Email campaigns 

This template focuses on the process of how to ask for a review for a high touch client via an email campaign.

Your approach to customer service plays a big part in the success of your business. Valuable customers need a lot more than the average customer. They need to feel valued. They expect personal interaction and they demand a lot of attention! 

Email campaigns are great, especially for valuable customers, as they're so personal. They’re a way to continue the conversation with the customer. They're a powerful way to make your customers feel closer to you and they play an important role in building loyalty and advocacy.

With 77% of shoppers willing to leave a review if asked, the question isn't whether you should send your valuable customers post-purchase emails asking for feedback, it's when you should send them.

Send the request for feedback too early and your customer may have not entirely experienced the product. Send the email too late and the customer may have lost the initial excitement of their first use.

As no two businesses are the same, the best time to ask for a customer review varies.

Sometimes it makes sense to ask for feedback straight away. With food delivery sites, immediate feedback requests are arguably the best option. But, in most situations, it makes more sense to wait a while before asking a customer to give you feedback

Exactly how long to wait, depends on the product, which this template will cover. Essentially though, you should always wait until customers have had a good chance to experience the service. 

“Prompting for a review when users are feeling good about the app makes it a win-win situation” - Neil Patel 

This Process Street template will guide you through the process of asking customers for feedback.

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Create a check list template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.

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Enter customer details

Complete the following fields to provide information about the customer. 

Email Campaign Conditions:

Decide when to send the email

Using the guide below, choose the optimal time the customer should receive an email asking for feedback.

The customer has purchased {{form.How_many_did_they_purchase?}} {{form.What_product_has_the_customer_purchased?}}.

Use the dynamic due date feature to set the date of when to send the email.

Send the email

Check the email below is ready to send.

Establish when you expect to receive the review

Use the dynamic due dates feature to set the date you expect to receive a response from the customer by, so you can follow the email up. 

When this due date arrives, you will be notified that task 8 needs to be completed. 

Find out more about dynamic due dates here

Follow Up:

Confirm if you've received a review

Answer the below question to confirm if the customer has responded to the feedback email. 

Send a ''Thank you'' email

Send the below email to the customer to thank them for providing a product review. 

Adapt the script to include information about how we will use their feedback. 

Alternatively, follow the ''Responding to negative feedback'' or "Responding to positive feedback" process to respond. 

Send a follow-up feedback request

Send a follow-up email to the customer, asking for feedback. Don't forget to include a link to the product review template. 

Invite customer for a call

Send the below email to the customer to invite them to join you on a call to discuss their experience with the company and to see if there are any other areas for improvement. 

Sources:

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