Here is your Daily Dose of Amazing Service:
Customer feedback can improve products and services
And here are some additional thoughts on this topic…
Not long ago I was reviewing the website of a software developer. His product is used on thousands of websites (including AmazingServiceGuy.com) and is considered by many to be the best in its class. (You can count me as one of that “many”.)
As good as this product is, the developer, Chris Pearson, is always improving it. One of the ways he does that is by getting feedback from his customers. Here’s an example that tells the story well:
“Figure 2 is especially interesting because Bruce, who is very technically savvy, was unhappy with the way his site ran on Thesis 1.4.2. In fact, his discontent was the primary reason why I set out to make Thesis 1.5 a model of efficiency. Since Bruce is a trusted friend (and also the very first Thesis customer!), I couldn’t help but deliver on this one, and now the entire theme is better thanks to his feedback.“ (Emphasis added.)
The last line tells it all. This top quality product, praised by experts across the Internet was made better by feedback from a trusted customers.
Who are your trusted customers? How often do you ask them for feedback that can improve your service or product? Can you do more?
Other articles you might like:
- 3 ways to improve your online customer feedback
- Thank your customers for complaining
- After a Complaint, Promise to Do Better
- Encourage feedback from your customers
- Be passionate about customer feedback
It can actually be quite a shattering experience realising for the first time that your customers don’t care about the same things you do, or the things you want them to care about. It’s a rite of passage in a way and not everyone makes the transformation. I know of several (usually small) businesses that hold steadfastly on to the hope that someday or other the customer will come round. Maybe they will, but it’s usually a whole lot quicker if the business does the coming round
Excellent observation Shaun! We spend so much mental energy focused on why we’re there it’s easy to assume our customers are there for the same reasons. But often they’re not. And it IS our job to meet them where they are. Thanks for sharing your thoughts!