 |
| Beyond the Comment Card |
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!
No comments:
Post a Comment