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Webinar #14: The Two Ways to Fill the Customer Feedback Gap that’s Crippling Your Online Business

Brick and mortar businesses scare me half to death.

You need to worry about rent, heating, inventory, and insurance. Then there’s the cash flow which is usually a nightmare.

Buuuuuuut… they have one HUGE advantage over online businesses.

This isn’t some obscure, random benefit either. It makes building a business SO much easier. It’s ridiculous.

Think about how easy it is to get feedback from your customers when you’re in the same room with them. You know what grabs their interest, what confuses them, and what keeps them coming back.

Take this one restaurant I go to as an example. On a regular basis, I completely forget to order miso soup.

miso soup

Not only do they remind me about it (they know I always want to order it at this point), they can easily spot common problems that customers have. Then it’s a cinch to experiment with different solutions.

The most aggravating part about all this: you don’t even have to do anything extra to get amazing feedback. As long as you care about your customers, you’ll easily figure out what makes them happy.

What about online businesses?

Every month, I speak with dozens of businesses. Just about all of them are online. Guess how many of them talk to their customers? Email and Twitter don’t count. I’m talking about jumping on a call and actually getting to know who they’re doing business with.

Not many.

If people don’t understand what your product does for them, would you know?

Or if people don’t fall in love with what you’ve built, when would you find out? Months after the fact when your business is struggling?

Let’s face it, getting to know our business when we have an online business ain’t easy.

You’re not the only one struggling with this. All online businesses face a giant customer feedback gap. In fact, “giant” doesn’t cut it. It’s MASSIVE:

the gap

Here at KISSmetrics, we’ve perfected TWO ways to fill the customer feedback gap.

This is our secret sauce. It’s probably the main reason why we’ve accomplished everything that we have.

Well, I’m going to break these two methods down for you. For free. Yup, no catches or anything.

Remember all those businesses I met with? None of them do this sort of thing. It drives me crazy because there’s SO MUCH opportunity just sitting right there. Only a few people step up and grab it. It’s time to change this.

bridging the gap

Next week, I’m doing a webinar and I’ll show you EXACTLY how to bridge the customer feedback gap. By the end, you’ll have the same step-by-step framework that we use here at KISSmetrics.

Want the details for this livelihood saving webinar?

Presenter: Lars Lofgren

Format: A complete breakdown of the two methods the will crush your customer feedback gap.

Day: Friday, February 15th 2012

Time: 10 AM PDT – GMT-08:00 Pacific Time (US and Canada);Tijuana

How do I sign up?

To reserve your spot in the webinar (spaces are limited), click here: or on the button below:

If you have any questions please contact Sean Work or Lars Lofgren for information.

  1. Is the date the 14th or the 15th? The link thinks it’s the 15, and the post the 14th.

  2. Hisham Supian Feb 08, 2013 at 11:17 am

    Great post, be sure to catch the webinar.. If i got the time hopefully. Is there any chance u’ll be giving the recording to the one that did not attend the webinar…

  3. Hi Hisham,

    All attendees will have access to the webinar recording.

  4. Signed up and looking forward to it. Would love specific advice on how you get in touch with customers. We ask for email and phone when users signup for free trials so we can contact them for feedback and to help, but have a really hard time connecting. We try multiple times and tactics, but can rarely get customers to respond.

  5. Very interesting! Only just come across this, so better get my skates on! Customer feedback is an important aspect of my business model, but I could definitely do with some insightful pointers!

  6. As usual, very generous sharing of solid, practical, real-world knowledge, KISS(Lars).

    As long as the two step process isn’t:
    1. buy KISSmetrics
    2. bridge the gap

    Then count me in! :)


  7. Very interesting. Signed up and looking forward to it.


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