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 measure customer satisfaction. Show all posts
Showing posts with label measure customer satisfaction. Show all posts
Friday, September 9, 2011
Wednesday, August 24, 2011
The Simple Truths of Customer Service
As I was thinking of what I wanted to share today I was reminded of "Johnny the Bagger". I have no idea when I first read this or saw the video it has been years. But as a customer service and customer feedback guru this a wonderful story.
Take the 3 minutes and watch it.
I often talk about measuring customer satisfaction and comment cards but when you have people lined up for one of your people the answer is they are doing something right.
It's important to remember the simple fact that the reason you are in business in it's most simple terms is to fill a need. Johnny filled the need for human interaction and connection.
I'm like most customers and wish more businesses would be "human".
Tuesday, August 23, 2011
How to Make the Most of Customer Feedback
I was just reading an article in Inc magazine from a couple of year back on customer feedback and I liked what they shared.
I read this quote, "Every day, companies solicit feedback from customers, yet only a few translate that feedback into meaning. An even smaller fraction of companies actually take action or close the loop with the customer, to let them know their voice was heard," says Whitney Wood..."
This is so true. From comment cards and cash register receipts organizations often ask for feedback but rarely get it and when they do what do they do with it?
Feedback needs to be real time and actionable for it to have real value!
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