As a huge binge-watcher of all things television, Marvel CU fanatic and Mama is it any surprise that I was one of the 10-million sign-ups to the new Disney+ streaming service on launch day (November 12th)? Probably not. But, despite the content we were all excited to see and the overwhelming sign-ups, the launch was considered a failure on some levels.
Twitter went nuts with stories about connectivity issues and regular crashes. The user interface wasn’t as intuitive as the other platforms we’ve come accustomed to. And, buffering quickly became the most-watched show on the streaming service.
Disney+ Three Options
At that point, there was really three stances Disney could take in the face of public criticism and backlash:
- Ignore and continue about their day
- Apologize and promise changes to come in the future
- Apologize and take action to fix the issues immediately
Disney took door number three. Within days, the crashing stopped. By the 10 day mark, buffering was becoming a rarity. And when Week #2 got underway, we saw the intuitive perks of other streaming platforms turn up in our Disney+ feeds.
No one was more excited to see ‘Continue Watching’ than me.
Listening to our customers is what will make or break us
Rather than ignoring or getting upset about the loud backlash, Disney took it in strides and took the opportunity to adapt and get it right.
Now, you may be thinking, “When you have 10-million eyes on your service, getting feedback is easy. I struggle to get my customers to provide any feedback at all.”
But that’s a cop-out. There. I said it.
Your customers are talking about you. They may not be filling out your feedback forms, or even acknowledging your request to do it, but they’re still communicating with. Are you listening?
Four Ways to Listen to Your Clients
Though you may not be getting the loud communication Disney+ subscribers were giving to Disney, your customers are still speaking volumes to you. Here are four ways to hear what they’re saying:
- Watch what they are ‘Liking’ and ‘Retweeting.’ Even just a simple click is communication from them. Taking the time to stop their scrolling and engage with their post is their way of telling you what they like so you can give them more of that.
- When they Share or Comment on your posts, jump in and continue the interaction. Thank them for their feedback…AND ask a question that you might have included on that ignored feedback form.
- Pick up the phone and call your current customers. Gasp! right? Have two to three feedback questions planned out to guide your conversation…AND then sit back and listen. Write down what they’re saying. Hear what they’re not saying.
- Speaking of what they’re not saying, take note when you get crickets. Those crickets are their way of telling you that you missed the mark without screaming it out on social media. Either you’ve got the wrong product or your messaging and the medium it’s delivered on is off.
Adapt or fall away
Like Disney, just listening isn’t enough. Take what your customers are (or aren’t) saying and make changes. Deeper changes than what you’re posting on social media. That’s only the first layer.
LISTEN: Are your clients not responding to your marketing? Are you communicating with them the way THEY want to be communicated with? Is your offering missing the mark? Do your customers have enough information and trust to make a buying decision? Are you asking for the sale? Are you delivering on your promise while your customers are working with you?
TAKE ACTION: Reflect on the answers you’re finding. Ask, “Why?” as much as possible. And then meditate on and ponder, “What’s next?” What needs to be adapted? What do you need to drop? And, what do you need to do more of?
When you take the time to engage with, listen to your customers, and take action on their insights and feedback, you’ll never go wrong. In today’s world, communication and adaptation is the key to building a fempire that lasts.
Samantha is a sales strategist and business mentor helping busy Fempire Builders like herself get on track in their business, identify and map out opportunities to boost their sales and work with them to implement the systems and processes within their businesses that they need to truly level up and grow.
Around the time her second child was born, her eldest child was diagnosed with autism. It was then that Samantha had to learn how to keep her priorities aligned within her family, and it became clear that returning to the corporate world was not the right fit for her.
While trying to answer the “now what?” question, Samantha created www.fempirebuilders.com, a supportive community for female entrepreneurs across Canada to gain access to the tools + skillsets they need to create the profitable business of their dreams surrounded by like-minded women cheering them on! Since May 2016, Fempire Builders members have shared their knowledge and lessons to mentor, support and empower each other to reach new heights both personally and professionally.