Stop Guessing and Find Out What Your Customers Really Think!

A few months ago, we reviewed TimeBridge, a service that makes scheduling sales meetings really easy.

During our review process, we registered for a free account, poked around a bit and wrote our post.

And while we liked the TimeBridge service, we didn’t end up using it yet.

This was about 90 days ago and this morning, an email dropped in my mailbox. It came from John Stormer, VP of Marketing for TimeBridge.

John was the TimeBridge representative who initially walked us through the system. And here’s what he wrote.

We’ve noticed you haven’t used TimeBridge a lot since you signed up. We’d love to understand what is holding you back. If you click on one of the links below it would help a lot.

• “Everything is fine, just haven’t had an occasion to use it yet.” – Yes, that’s it. (link removed)

• “I’m having technical difficulties with TimeBridge.” – Yes, that’s it. (link removed)

• “Don’t think I’ll be using this, as I don’t have a need for it.” – Yes, that’s it. (link removed)

• “None of these apply.” – Let me tell you more. (link removed)

You can always just reply to this email if you’d like. Thanks for your feedback!

Isn’t this a great way of following-up to ensure customer satisfaction? They’re obviously tracking my usage of the system and they’ve set certain criteria to determine whether I am a heavy, average or infrequent user.

And I am not getting a “hey, I’m just checking in” email either – I am asked specific questions about my reason for not using Timebridge with links I can click. My answers to these questions are now tracked and give John and his team a concrete reason to get back in touch.

Hats off to Timebridge for incorporating an intelligent feedback system that works – and being open to improving their product. If you haven’t tried it yet, give it a shot.

For more concrete ideas on how you can create an easy feedback system for your prospects and customers, check out this post as well.