http://amazingserviceguy.com/2115/remember-and-share-customer-feedback/ Customer service training Tue, 11 May 2010 17:25:14 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://amazingserviceguy.com/2115/remember-and-share-customer-feedback/#comment-2830 Kevin Stirtz Fri, 09 Oct 2009 13:44:38 +0000 http://amazingserviceguy.com/?p=2115#comment-2830 Hi Neil - good to hear from you again!. I agree with you. If customers never get feedback about their feedback they'll be more likely to stop giving feedback. Thanks for writing! Hi Neil – good to hear from you again!. I agree with you. If customers never get feedback about their feedback they’ll be more likely to stop giving feedback. Thanks for writing!

]]> http://amazingserviceguy.com/2115/remember-and-share-customer-feedback/#comment-2825 Neil Hartley Fri, 09 Oct 2009 07:33:26 +0000 http://amazingserviceguy.com/?p=2115#comment-2825 The most critical element is to close the loop with the customer if only to say, thanks we got the feedback. Without that basic courtesy, consumers will drift and ultimately only leave feedback on their terms - this is already happening of course with social media. As a next step the company should either 1:1 (direct) or 1:many (website) communicate what they heard and then what they plan to do about it. I blogged on this subject a little while back http://customerintimacyblog.wordpress.com/2009/07/09/surveys-%E2%80%93-what%E2%80%99s-the-point/ Regards, Neil The most critical element is to close the loop with the customer if only to say, thanks we got the feedback. Without that basic courtesy, consumers will drift and ultimately only leave feedback on their terms – this is already happening of course with social media.
As a next step the company should either 1:1 (direct) or 1:many (website) communicate what they heard and then what they plan to do about it. I blogged on this subject a little while back http://customerintimacyblog.wordpress.com/2009/07/09/surveys-%E2%80%93-what%E2%80%99s-the-point/
Regards, Neil

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