I was just at "The Grove" stand/cafe in the Houston airport.
I didn't have a good experience. As a matter of fact it was very disappointing!
It was disappointing enough that I went online and emailed them to tell them. As soon as I hit send I received a reply saying that they appreciated my comment and would get back to me within 48 hours.
If you really want feedback making people go online and find you is a big mistake. You will only get the people that love you or are really upset.
Than to take more than 24 hours to reply. That is a sign that the company is not customer focused.
For customer feedback to have value it needs to be real time and actionable.
Transforming the way customer share feedback and how organizations use it!
Transforming the way customers share feedback and how organizations use it! This is a place to share and learn about customer feedback, customer service and how to improve your customers experience. We want to move people from Comment Cards to Feedback that is of value.
Showing posts with label guest feedback. Show all posts
Showing posts with label guest feedback. Show all posts
Friday, September 9, 2011
Monday, August 22, 2011
A New Look at Comment Cards
I was just online and found this article. It's 12 years old but I don't think most companies have learned these great concepts about comment cards.
The only part I don't agree with is near the end they are seeing comment cards as these "paper" things that are handled. That is old school! It's time for organizations to use technology to gather and tabulate it all!
Great information and ideas!
Tuesday, August 9, 2011
Welcome and Thank you!
I have almost 20 years of experience helping businesses in the restaurant, hospitality and entertainment industry improve their guest experience!
Here are few things that we know that could help you.
1 – Customer satisfaction surveys and comment cards are a waste of time, energy and money! I’ll share more about this going forward.
2 – You must measure what matters… a person’s willingness to risk their reputation.
3 – Customer feedback needs to be actionable.
I hope this gets you thinking a little. Customer feedback is critical to long term success the challenge is asking the wrong questions could have you headed in the wrong direction.
If you'd like to know more please visit www.feedbackrevolutionqr.com
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