Feedback Everywhere

Have you noticed that you're getting asked for feedback from businesses all the time now? Even when you leave the bathroom in the airport.

You might be saying to yourself, "enough already", but it's this feedback that's allowing these organizations to better understand you and how to serve you.

Our strategy at PropFuel, and by strategy, I mean what drives our product development, our decisions and everything we do, stems from this idea of "feedback everywhere".

What does that mean? Well, I am a man of analogies, so here's one. Think about any teenager you know... teenagers talk to you when THEY want to, not when you want them to. You might spend an hour in the car with them and share 2 words one day but another day you may not be able to get them to stop talking. Your members are the same way, so you better be ready and waiting when they are, and where they are in their journey. You better have a way for them to talk to you if they are in the mood to talk.

Here are some ways you can keep your ears open and give your members an opportunity to talk to you:

1. email - this is the most obvious medium. Most organizations send surveys out via email, but the trick is to do it regularly and in a way that makes it frictionless... get rid of that "take our survey" button and the Surveymonkey link. Just let them answer right there in the email and please stop with the 20 question surveys.
2. Your email Signature - Adding a feedback link to your team's signatures and newsletter emails is a less intrusive way than email is to offer people a mechanism to say something when they want to... for example, in your email signature. Have a question asking "How can I better serve you?" or "What can we do better at X organization?"
3. Website feedback - Similarly, if someone is on your website, there are several un-intrusive ways to ask questions. While pop-ups can be a little annoying, you could provide a digital suggestion boxes or even ask a question at the bottom of the screen "Why did you come to the website? - perhaps with automated actions to help them after they answer.
4. Transaction feedback - Do you currently ask for feedback after a member goes through the checkout process or submits a support ticket? These are transactional moments to capture feedback.
5. Live feedback - Some organizations have a digital suggestion box kiosk on the conference floor or office lobby. Let me know if this is intriguing to you. We can help.
6. Application feedback - Think about adding feedback inside your Learning Management System, your conference app, your newsletter, career center, community platform, resource library, etc...

Any place a member is wandering in their journey, you should be there listening to see if they're interested in telling you something. That's "feedback everywhere".

PropFuel can help. Reach out or visit www.propfuel.com.