Many companies struggle to use the full potential of customer feedback. Petteri Puumala, Onboarding Specialist at Trustmary, offers his top tips on how to use customer feedback in marketing and business development. He also tells you how to manage the process with a CRM system.
Petteri Puumala has been working at Trustmary for two years and has become familiar with the software inside and out.
When he joined the sales team in 2020, he was especially interested in how the software works.
This prepared him for his next position as an Onboarding Specialist
As an Onboarding Specialist, Petteri helps clients efficiently utilize the full potential of Trustmary.
– In client meetings, our goal is to improve the use of the software. We think about how to make sending surveys easier and create automations within the software. Sometimes, we even integrate Trustmary with other systems such as CRM or e-commerce platforms, making the feedback process or part of it fully automated, self employed database says Petteri.
– Once the feedback process is in place, we start planning to use testimonials collected through surveys. From time to time we upgrade the client’s software plan to gain more features.
– In addition, we try to increase the response rate by setting survey content and determining the best communication channels for surveys. Of course, we also want to know the ideal way to use testimonials.
The goal is to establish a functional flywheel for the client
What is a flywheel?
– In short, a wheel is a circle of constant production , where actions happen again and again, Petteri sums up.
For example, in the case of Trustmary, the flywheel refers to the fact that the acts of collecting feedback, collecting testimonials and using testimonials all follow one another.
When a client implements Trustmary, the first step is to streamline the feedback collection process . This helps with developing internal processes and monitoring customer satisfaction .
In the next phase, satisfied customers are asked to provide public feedback on their experience. This makes it possible to use testimonials in marketing.
Third, testimonials are displayed on the web and social media for other potential customers to see.
Testimonials from satisfied customers build trust in the business. Authentic customer testimonials show whether the business really delivers what it promises.
After this, the wheel starts a new turn. Testimonials generate new customers , a small improvement in the online store that will have a negative impact on conversion who in turn give feedback and possibly testimonials.
Trustmary makes sure that recent testimonials are always visible and old ones are deleted. This way, no old information is visible.
What is the best way to use the flywheel?
According to Petteri, many customers already follow the flywheel idea with Trustmary. But some customers only go through the process in part.
– Feedback gathering is often not seen as a continuous process, and real-time information on customer satisfaction is missing. Sometimes the process works, singapore number but then the information gets stuck within the organization. Feedback can be compared to previous results and used to improve the business, but often its potential for marketing and sales is not fully exploited, says Petteri.
