Some things are best left said
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Relationship-based feedback
In a world where AI is the trending topic in almost every industry, it important to always remember that clients are people. AI can say some pretty smart things, but it is only through human contact that can trust and rapport can be built. This connection is the basis of candid communication and is the key to unlocking the guarded, prepared words that we often receive when we ask for something that we have not yet earned.
We’ve all experienced the situation where the things we have said or asked elicit uncomfortable reactions and nonspecific, generalized, and largely unhelpful feedback. Why do people react this way? The short answer is that we don’t have the right relationship with them. To get this relationship, we must be intentional about keeping people at the heart of our engagements with them. By utilizing user-centric feedback techniques that keep humans at the heart of your conversations at every stage of the feedback management process.
A Structured Approach
Our structured approach is ensures that your customer outreach program converts all of those human connections can be compiled into actionable insights that can be used to improve how you do business.
STRATEGY
This step involves defining the high-level goals and expected outcomes of your customer outreach program, ensuring alignment with both human-centric outcomes AND overall business objectives. This alignment sets the foundation of relationship-enabled feedback by determining what success looks like and what the program aims to achieve, such as increased customer engagement, loyalty, or sales, and framing it from a user or customer perspective.
PLAN
In this phase, detailed tactical plans, campaigns, and deliverables are developed to achieve the strategic goals. In particular, stakeholder analysis, taking the time to understand participants – who they are, what they like, how they listen, how they learn, how they speak, is critical because it provides insights on what questions to ask and how to how to frame them.
RECRUIT
With planning complete and the appropriate stakeholders identified and analyzed, we can move forward and recruit survey participants. Because of the investment into understanding participants as humans, we know exactly who we’re looking for and frame our request so they can see the value of providing their feedback.
Being able to communicate value to them helps build rapport because they will come into the conversation feeling seen and understood. Recruiting them is no longer a request, it becomes an invitation.
ENGAGE
Having received an invitation to contribute their insights, participants are now ready to take part in the feedback sessions, Because of your user-centric approach, they are happy to provide honest and direct responses because they see how their feedback will be considered and how much they feel valued
EVALUATE
In this final step, we see the fruits of taking the time to treat respondents as humans. Armed with information that they would have hesitated to provide, the feedback you receive will have new and additional information that you can use as you consider your options.
Where does AI fit in all of this?
Putting AI in the right part of the process is one of the most critical decisions in an AI-enabled customer outreach strategy. We believe that by layering AI before and after the feedback is received is the most effective approach. With the unfiltered feedback received through our human-to-human approach, we can provide additional signals that can be used by AI models to develop questions that help you achieve your goals, and to provide advanced analysis to turn your feedback into valuable insights.
Because AI technologies can process vast amounts of data quickly and can identify patterns and trends that may not be immediately apparent through manual analysis, we get the best of both worlds — candid conversations and rapid analysis. This enables a deeper understanding of customer sentiments, preferences, and behaviors, allowing for more informed decision-making.
SurveyPoint helps you execute your feedback strategy
With our easy-to-use survey builder, you can create surveys that get you the answers you need to be more have a more effective business. Start with our AI Assistant to get suggestions specific to your product and service.
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