So, have an in-depth discussion to uncover these little andorra email list pain points. Don't accept the generic answer of "everything is fine." Keep exploring because details are critical to true personalization and increasing customer loyalty.
Dan highlights three key steps to incorporating customer feedback:
Collect information through conversations, surveys, comments, social media comments, etc.
Analyze feedback to identify trends – one piece of feedback doesn’t necessarily represent everyone. For example, while one client may not like that you are always five minutes late for meetings, another client may like that you are late because they are never on time. See what the recurring pain points are.
Take action based on what you learn. This is a critical step that most companies forget. Don't just write analytical reports; implement changes to solve customer problems.
Quantify the business impact of your customer experience efforts
Dan cautions companies against relying too much on metrics without understanding the reasons behind the numbers.
For example, he's seen leadership teams celebrate an improvement in Net Promoter Score (NPS) one month and then immediately blame external factors if it dropped the next month. what is the problem? There is no background information on what caused the indicator to rise or fall. He recommends using tools like NPS and customer satisfaction surveys as inputs rather than final analysis.