About the Episode

Today we’re going to talk about using customer feedback effectively, and how businesses can take the wealth of information they collect from their customers to make better business decisions that help both the customer, their employees, and the business.

To help me discuss this topic, I’d like to welcome Adam Alfia, Founder of Real Time Feedback.

About Adam Alfia

Adam Alfia is a serial entrepreneur and the Founder & Managing Director at Feedback, which is his latest venture and passion project. Adam is a big customer service nut and can’t stand when companies deliver a sub-par experience. He hopes that Feedback will help companies learn more about customer experiences as they happen and give them a chance to correct the issues.

Adam Alfia graduated from SMU in only 2.5 years on an academic scholarship. Adam started a European auto repair shop, motivated by a business plan project assigned by his professor. Within five years, he expanded the auto repair facilities to four locations and sold them all in 2005 for $7.5m, paid out over three years.

In 2010 Adam secured a national contract with Infiniti, the auto manufacturer, to include the personal assistant service on every vehicle they sell. Since then, his company Maestro has grown to include Nissan, Infiniti, Mitsubishi, and Subaru.

Along the way, Adam has launched a successful chain of restaurants called Shell Shack. Adam has 6 kids and was involved in over 25 businesses, and enjoys snowboarding, exercising, and traveling like crazy.

Resources

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Real Time Feedback website: https://www.realtimefeedback.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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Synopsis

In this episode, the importance of responding to feedback is emphasized, with both the host and guest agreeing on its crucial role for brands. They discuss the negative impact of sending surveys and not receiving any response, which makes customers feel like their feedback is being ignored. The guest, Adam Alfea, founder of Realtime Feedback, emphasizes that responding to feedback is a win-win situation for both customers and employees. Customers feel heard and valued, while employees receive recognition for their good work. Adam also suggests that brands should analyze the feedback they receive to identify areas of concern that need improvement. Overall, the episode highlights the significance of responding to feedback and using it to enhance the customer experience.

The episode also explores how effectively using customer feedback can benefit businesses. The host introduces the topic and mentions that businesses can use the wealth of information collected from customers to make better decisions. Adam Alfea further discusses the importance of responding to customer feedback and recognizing employees for their good work. He advises brands to respond to customer feedback as a first step in improving their methods of collecting and implementing insights from customers.

Furthermore, the episode touches on the importance of collecting feedback through various sources, such as surveys. It is mentioned that customers are more likely to provide feedback digitally rather than in person due to potential anxiety about confronting negative experiences face to face. Adam shares his experience of developing an in-house platform called Feedback for their restaurants, which was well-received by customers. This highlights the potential benefits of using digital platforms to collect customer feedback and gain valuable insights.

In summary, the episode emphasizes the significance of effectively utilizing customer feedback to make informed business decisions that enhance the customer experience and benefit both the customer and the business.

Collecting and implementing insights from customer feedback is crucial for improving brand performance. Adam Alfea, founder of Realtime Feedback, emphasizes the importance of responding to customer feedback as the number one thing that many brands fail to do well. He mentions that brands may collect data and gather feedback through various touchpoints, such as surveys, but they often struggle with taking action based on that feedback.

Adam suggests that brands should start by responding to customer feedback as a first step. This means acknowledging and addressing the feedback received, whether it is positive or negative. By responding to feedback, brands show their customers that they are listening and that their opinions matter. This not only helps improve the customer experience but also builds trust and loyalty.

Additionally, Adam mentions that brands should explore different sources of feedback. Surveys are one common source, but there are many other ways to gather information from customers. By utilizing various feedback sources, brands can gain a comprehensive understanding of their customers' needs, preferences, and pain points. This information can then be used to make better business decisions and improve brand performance.

Overall, the episode highlights the importance of collecting and implementing insights from customer feedback. Brands that actively listen to their customers and take action based on their feedback are more likely to meet customer expectations, enhance the customer experience, and ultimately improve their overall brand performance.