Customer Feedback

I wanted to let you know that we are moving our customer feedback blog.  We are placing it on our site so it's easier to find!

Please come visit!  http://feedbackrevolutionqr.com/customerfeedback/

Thank you!

Seth Godin's YET

A friend shared this with me and I really liked it!

In Seth Godin's blog he said...

"When you talk about your market or your peers, do you say, "no one is using it..." or "no one is using it yet"?

Yet implies inevitability. If they're going to use it, it might make sense to get there before they do."

The concept of yet implies inevitability is so powerful.

When we share how we help our clients collect customer feedback we are at time met with the word, yet. Our customers don't have smart phones "yet".  Our customers don't know what a QR code is "yet".  I don't know what a QR code "yet".

"Our comment cards work just fine..."

If you are not yet ready to use technology to gather customer feedback and share real time information with you as an owner or manager... remember that yet implies inevitable.  Will you be ahead of the curve or left behind?

Transforming the way customers feedback is shared and how organizations use it!

Comment Card - To Myself

Over the last few days I have not done a blog post.

Well the reason has been technical changes.  We are moving my blog from "blogger" to our web site www.feedbackrevolutionqr.com

I couple of months ago when I started this I didn't know what Wordpress was or how I could put in on my web site.

Well those days are gone and SOON this blog will be hosted on my site.

Blogger has been great and very easy to use and appreciate Google providing this great forum.

It will be a little on an off for the next few days while we get it all setup and rolling!

But it will be nice to have a new home for my thoughts on customer service, customer feedback and all things relating to customer experience improvement and measurement.

Transforming the way customer feedback is shared and how organizations use it!

Customer Feedback - Thank You Economy

Beyond the Comment Card

 If you have not found this book yet and customer satisfaction is important to you... you need to.

There is a great review of it in the New York Times.

The part of it that I see the most is how the internet affects feedback.  Back in the day the owner knew all of the customers and they all knew him.  If there was a problem or a guest wasn't happy they knew about it and fixed it.

The didn't sue comment cards or customer satisfactions surveys!  They knew by walking around.

After that businesses expanded and had multiple locations.  If a customer had a bad experience they went home and told their neighbors of friends at work.

Fast forward to today... customer has a bad experience and they let it rip on the internet.  They post it on Yelp, the put it on their blog, they post comments all across the internet.

The challenge is the business owner may never know that this was done but soon find their business dying a little bit each day.  People see the posts and soon try new places or just stop coming.

Think about it today when a person as a bad customer service experience they no longer tell 9 - 15 people they can potentially share it with thousands for years and years!

Good read and great information.

Transforming the way customer feedback is shared and how organizations use it!

Comment Card Words

Comment Card Words

I thought it would be fun to take customer feedback and make a "word cloud" out of it.  The larger the word is the more often it was used in the customer comments.

So often we look at customer feedback as words in a document or spreadsheet but I think when you look at it like this you can see what was used often and get a feel for what they are thinking and feeling!

Transforming the way customer feedback is shared and how organizations use it!

Customer Feedback - US Airways

After my flight I shared on my blog a note to the president of US Airways.  Well Saturday I got an email.  Of course it was not from him it was a generic after the flight electronic "comment card" asking for my opinions.

I decide to take it for giggles!

It was beyond disappointing!  None of the questions were about the flight that I had just taken.  All they wanted to know was demographics and 3 pages of early boarding questions.  Did I have children, do we early board, do I think early boarding makes it faster.

Once again some marketing person has hijacked customer feedback.  They do this under the banner of "We care" when it really should be "we want to know" and we are too cheap to pay you for your input.  What a terrible mistake this is.  When people use the name "customer feedback" as a way of hiding what they really want they do real damage.

The next time I get a survey from them my first reaction will be they don't care about the terrible service on my flight they want marketing data.

In all honesty I'm not sure what else they asked... after 3 pages I stopped answering and exited the survey.  Yes shorter is better!

Two other points... I replied to the email they send with a link to my previous blog post about my flights.  No one has replied... yes they really are about service!

Second... They don't even pay the extra $20 the URL said Survey Monkey.

Transforming the way customer feedback is shared and how organizations use it!

Comment Card - Extreme Pizza Boise

The other night my wife and were driving home and we were hungry.  It was Friday night and getting late... not too late!

We went to two different places and they were both closed.

My wife remembered a new pizza place that had opened near where we were.  As we drove up it looked open so we parked.

As we walked to the door we could see a full table of people but the other tables had their chairs up... so my wife stuck here head in and asked if they were still open.

They were closing but the owner said, sure... turn back on the oven.

This is exactly what businesses need to do if they want to make it long term.

I wish they had an easy way for us to share how we felt about our experience.

Transforming the way to share customer feedback and how organizations use it!