Collecting customer feedback is the obvious first step in providing optimal customer experiences. But it’s only the first step. Nothing is accomplished unless that feedback drives some kind of action. Too often feedback is collected, aggregated into a database of responses, analyzed over time, reports are generated, and eventually a presentation is made recommending changes. By then the customers who provided the feedback have determined that nothing is being done with their input and they’ve
There’s not a day that goes by that I’m not being presented with a poll, survey, or asked for feedback. Unless I’m really satisfied or upset with a brand, I typically just delete the request and move on. Of course, every once in a while, I’m asked for feedback and told that it would be so appreciated that I’ll be rewarded. Feedier is a feedback platform that lets you collect feedback by rewarding your customers.
Years ago, I worked for a company that tracked their call volume in customer service. If their call volume increased and the time per call was reduced, they’d celebrate their success. The problem was that they weren’t successful at all. The customer service representatives simply rushed every call to keep management off their backs. The result was some very angry customers who had to repeatedly call back in order to find a resolution. If you
Last week, I traveled to Florida (I do this every quarter or so) and for the first time I listened to a book on Audible on the way down. I selected The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World after a dialogue with some marketing professionals online. The Net Promoter Score system is based off of a simple question… the ultimate question: On a scale of 0 to 10, how