1. Select a few high-priority channels to work with.
While every communication channel has its place when dealing with a particular task or challenge, for everyday use choosing several key sources is more convenient and realistic.
2. Identify the most effective communication techniques for your target audience.
For example, you may find out that most of your target users belong to Z Generation, never willing to go the extra mile. They would not deal with extensive surveys or mailings, so it is wiser to resort to social media or live communication for getting their feedback.
3. Determine the points of the customer journey where feedback is most justified.
Assign your product team to prevent the emergence of additional friction points confounding a user amidst an important operation.
4. Use built-in analytics for feedback processing.
While some data needs to be explored directly with the human eye, most of the trends in user attitudes have recognizable and recurring patterns. Thus such tools as Google Analytics are good enough to extract the structured essence of your user opinions, expectations, and behaviors both on-site and in public spaces such as social networks.
5. Collect feedback both inside and outside the platform.
Along with reaching your clients on the platform and via official company channels, also monitor their activities on social media and third-party review websites.
6. Thoroughly approach the format of in-app tools best suited to your product.
For example, quick one-sentence questions or ratings are good for quitting a working session or completing an operation. Pop-up windows can effectively serve to evaluate new features or propose amendments. Importantly, for keeping them user-friendly, popups emerging during user interactions with your app should never occupy the full screen.
7. Consider qualitative vs quantitative data.
Quantitative feedback is perfect to identify general trends in user needs, preferences, and challenges, while qualitative data is indispensable for revealing the underlying causes of these trends and discovering the best ways for dealing with them. So they both need to find a decent place in your customer feedback strategy.