DECEMBER 20168IN MY OPINIONTHAT SUPPORTS ACTIONABLE BUSINESS DECISIONS?By Jaakko Mannisto, CEO, FeedbacklyHeadquartered in Helsinki, Feedbackly is a multichannel feedback collection and analytics platform that enables businesses to collect customer feedback on different touch points and turn the collected data into actionable insights.More and more companies are using online surveys as a way of capturing satisfaction feedback from their customers. Advances in technology over the past few years have made it very cost-effective to collect large amounts of data on a continuous basis. And companies are beginning to jump onto the bandwagon to gather experience feedback. But if it isn't done right, you can easily end up with poor results that don't really help support the strategic or operational decisions that you set out to benefit from in the first place.Based on my experience over the past years, as Director in a firm that specializes in Customer Experience Measurement and Management, I often find that people are challenged when it comes to how to collect feedback that you can actually use to enhance your business. Maybe you want to gauge your customers' experiences when they visit your stores, browse your website, or when they interact with your sales associates. If you keep these tactics in mind, there will be an inherent validity in the captured feedback and you'll have confidence in the business decisions that you can make as a result.Here are Three Tips for you to Get Started:Capture Feedback Continuously: If you do this, you are able to look at trends and cause-and-effect. A survey
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