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.