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It's not FEEDBACK. It's FEEDFORWARD.


So, you’ve identified your market, you’re working your media, pushing out your messaging and where are you?

Maybe something is hitting home but you’re not sure what or how.

Maybe you’re coming up against a brick wall and you’re not sure why.

Maybe it’s all bombing and there’s no engagement and you’re afraid to ask:

is it what you’re doing

or

is it how you’re doing it?

There’s a lot to be gained by getting past that fear and just asking the question.

Any question.

Because pushing out your messaging is one thing.

Starting a conversation is a quite another and can take your business to the next level.

In fact, if your marketing activity is social media-centric and based on trying to get the most out in the most cost-effective way possible, engagement is absolutely critical: this is what Google wants and people want to see.

There’s everything to be gained from customer feedback and nothing to lose.

Even if the feedback is painful in the short term, it should - if you can act on it - help you sow the seeds of success in the long term….

Shape Strategy

You may be happy with what you’re doing and how you do it.

Your customers may be too. So what next?

Because there’s always something new to do and somewhere new to take it.

Feedback (feedforward) will help you to understand what your customers want and how you can give it to them better and best.

Feedback (feedforward) can help you identify complementary products and services that you can easily and cost-effectively implement and confidently offer.

Feedback (feedforward) from your team can help you grow your business from the inside out – this is the kind of invaluable intel that is readily available and easiest and safest to ask for but often overlooked.

Your people are your biggest asset in many ways.

Ask + Listen = Evolve your customer experience. Easy!

The Good in the Bad

If you’re worried about what your customers are going to say, it’s likely you already have an issue.

What are you afraid of?

Taking negative criticism on the chin and being seen to act on it is perhaps one of the most powerful things you can do. It’s what keeps many PR agencies in a job but if you’re smart and sensible and straightforward and can keep your head while all around are losing theirs, you’ll win friends and influence people.

Bad news and bad reviews spread like wildfire – the Daily Mail (not a newspaper) has made a business out of scurrilous judgement and being offended. It’s an attitude and it’s out there. These kinds of people are not necessarily good customers but they can often be the most vocal. Turn that shit around and you’ll win the day. And it’s as easy as doing the right thing.

In every day terms, acting on positive, helpful feedback from good customers can help you tighten up your service, smarten up your product, straighten up your comms and set you on the road to success.

It’s all good.

Elevate Everybody

This is my favourite.

“We rise by lifting others” isn’t just some hokey spiritual woo woo from Robert G. Ingersoll.

Asking your customers their opinion not only makes them feel involved and important, it makes them feel valued.

And this is where you start to get into brand building territory...

...growing conversations beyond your core product or service...

...to create a community of like minds and shared interests, champions and influencers...

...where all are helping each other to grow and get better, with you at the heart of it...

and being our best selves and maybe even helping the planet along the way…

Feeding Forward not only feels good.

It does good.

Asking the questions gives you the info to brief someone like me on how best to get your message across through a blog or in your site content or on your social media or in a brochure, animation or video, or anything else that not only needs to be written, it needs to be read.

Just ask :)