Take Customer Feedback Seriously
Plenty of companies say the focus on the customer. Many of them say they want customer feedback. 
But few post unfiltered, real-time customer feedback on the front-page of their website where everyone can see it, whether good or bad. CustomInk.com can say that. Here’s just the latest feedback as an example. Of course, you see it’s good feedback. But that’s earned, not just selective. If it’s going to end up on your website for all your customers to see, you don’t ignore what’s written. You take it seriously. And you do everything possible to fulfill those customer needs.
I spend a lot of time talking with people how the culture they’re trying to build. But when I ask what you’re doing to create that culture, to demonstrate that culture, to enable that culture, there is little tangible evidence.
Cultures don’t just happen, at least not the ones you want. Andy Carlino and I talked about this in Accidental versus Planned Cultures.
Words are cheap. Demonstrate the values you espouse.
I like the 7-point customer rating chart the company displays from the homepage link. You can sort comments by quality, cost, service, etc. Most ratings are high but I saw a 3 and a 4 here and there. Gutsy & good policy. Very interesting. Thanks for posting.
Chet Marchwinski
I like the 7-point customer rating chart the company displays from the homepage link. You can sort comments by quality, cost, service, etc. Most ratings are high but I saw a 3 and a 4 here and there. Gutsy & good policy. Very interesting. Thanks for posting.
Chet Marchwinski
I like the 7-point customer rating chart the company displays from the homepage link. You can sort comments by quality, cost, service, etc. Most ratings are high but I saw a 3 and a 4 here and there. Gutsy & good policy. Very interesting. Thanks for posting.
Chet Marchwinski
Wow that is impressive. Something for others to learn. At my company we post the positive customer feedback as well as complaints and concerns. Everything goes up (2 different boad) so all employees can see our performance. This has helped us focus on the customer and make improvements. I think unfortuantley we focus more the opportunities for improvement than those things we did well. I think you need to capture all feedback.
Wow that is impressive. Something for others to learn. At my company we post the positive customer feedback as well as complaints and concerns. Everything goes up (2 different boad) so all employees can see our performance. This has helped us focus on the customer and make improvements. I think unfortuantley we focus more the opportunities for improvement than those things we did well. I think you need to capture all feedback.
Wow that is impressive. Something for others to learn. At my company we post the positive customer feedback as well as complaints and concerns. Everything goes up (2 different boad) so all employees can see our performance. This has helped us focus on the customer and make improvements. I think unfortuantley we focus more the opportunities for improvement than those things we did well. I think you need to capture all feedback.
I love it! It’s great for customers to feel a sense of openness with the company but I would say that it may provide feedback too late in the process. I’m curious to see if they have any other mechanisms to get quicker feedback. Maybe calls to the customer directly after using the website, after an order is placed, between order and receive date, after they receive the package, and again after 90 days of use.
Let’s be honest, that is a lot of calling but maybe a call before they receive the order would be helpful. It might curb the 4% who won’t buy again.
Ankit
http://www.TheLeanWayConsulting.com
I love it! It’s great for customers to feel a sense of openness with the company but I would say that it may provide feedback too late in the process. I’m curious to see if they have any other mechanisms to get quicker feedback. Maybe calls to the customer directly after using the website, after an order is placed, between order and receive date, after they receive the package, and again after 90 days of use.
Let’s be honest, that is a lot of calling but maybe a call before they receive the order would be helpful. It might curb the 4% who won’t buy again.
Ankit
http://www.TheLeanWayConsulting.com
I love it! It’s great for customers to feel a sense of openness with the company but I would say that it may provide feedback too late in the process. I’m curious to see if they have any other mechanisms to get quicker feedback. Maybe calls to the customer directly after using the website, after an order is placed, between order and receive date, after they receive the package, and again after 90 days of use.
Let’s be honest, that is a lot of calling but maybe a call before they receive the order would be helpful. It might curb the 4% who won’t buy again.
Ankit
http://www.TheLeanWayConsulting.com
What a great, impressive practice! Thanks for sharing.
By the way, I too find that people spend more time talking about the new culture they want to create rather than start taking concrete steps to start reshaping their current culture. Even baby steps can make a big difference!
What a great, impressive practice! Thanks for sharing.
By the way, I too find that people spend more time talking about the new culture they want to create rather than start taking concrete steps to start reshaping their current culture. Even baby steps can make a big difference!
What a great, impressive practice! Thanks for sharing.
By the way, I too find that people spend more time talking about the new culture they want to create rather than start taking concrete steps to start reshaping their current culture. Even baby steps can make a big difference!