Comments on: Be passionate about customer feedback http://amazingserviceguy.com/2418/be-passionate-about-customer-feedback/ Customer service training, books, courses and other resources Fri, 11 May 2012 17:35:25 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Kevin Stirtz http://amazingserviceguy.com/2418/be-passionate-about-customer-feedback/#comment-219 Kevin Stirtz Wed, 06 Jan 2010 23:29:35 +0000 http://amazingserviceguy.com/?p=2418#comment-219 Hi Dennis - I think you're absolutely right. Call centers (or any place that has direct customer contact) are brimming with useful information. Too many C level execs never even get near the front lines though so they miss out. They'd rather pay an outside firm to report on what people tell them (in an artificial situation) rather than hear what their customers actually say to their employees in real situations. Crazy! Thanks for sharing your thoughts and your article. Hi Dennis – I think you’re absolutely right. Call centers (or any place that has direct customer contact) are brimming with useful information. Too many C level execs never even get near the front lines though so they miss out. They’d rather pay an outside firm to report on what people tell them (in an artificial situation) rather than hear what their customers actually say to their employees in real situations. Crazy! Thanks for sharing your thoughts and your article.

]]> By: Kevin Stirtz http://amazingserviceguy.com/2418/be-passionate-about-customer-feedback/#comment-218 Kevin Stirtz Wed, 06 Jan 2010 23:19:35 +0000 http://amazingserviceguy.com/?p=2418#comment-218 When I'm a customer I usually feel like a mystery shopper. I see things that might help the business improve and I want to let them know. Just imagine if 20 or 30% of your customers felt that way. Smart organizations encourage this AND they make it easy and convenient to offer feedback - on the customer's terms. Thanks for your comments Shaun! When I’m a customer I usually feel like a mystery shopper. I see things that might help the business improve and I want to let them know. Just imagine if 20 or 30% of your customers felt that way. Smart organizations encourage this AND they make it easy and convenient to offer feedback – on the customer’s terms. Thanks for your comments Shaun!

]]> By: Dennis Snow http://amazingserviceguy.com/2418/be-passionate-about-customer-feedback/#comment-217 Dennis Snow Mon, 04 Jan 2010 15:42:41 +0000 http://amazingserviceguy.com/?p=2418#comment-217 One of the great and often untapped sources of customer feedback is the company's call center. I tell executives that they'll likely learn more by spending an hour listening in on customer calls than by an expensive survey. If you're interested, I wrote about this perspective in a post: "What Do Customers Think about Your Company's Service?" http://dennissnowblog.com/?p=21 One of the great and often untapped sources of customer feedback is the company’s call center. I tell executives that they’ll likely learn more by spending an hour listening in on customer calls than by an expensive survey. If you’re interested, I wrote about this perspective in a post: “What Do Customers Think about Your Company’s Service?” http://dennissnowblog.com/?p=21

]]> By: shaun sayers http://amazingserviceguy.com/2418/be-passionate-about-customer-feedback/#comment-216 shaun sayers Fri, 01 Jan 2010 10:34:15 +0000 http://amazingserviceguy.com/?p=2418#comment-216 I've been thinking a lot about monitoring and measuring lately. You're right, customer feedback is important, but it can also be difficult. First, customers have to feel inclined to feedback (sometimes they are indifferent, or just silently walk away), second the data has to be usable and reliable, and while the customer is king, they ain't always right (and not always fair or objective either). There are technical problems. My conclusion is that most companies don't do enough "mystery shopping". I blogged about it a couple of days ago, actually http://blog.capablepeople.co.uk/2009/12/inspection-is-dead/ One thing is for sure, it will ALWAYS generate some surprises, and I have never heard of a company that has done it referring to mystery shopper as a waste of time I’ve been thinking a lot about monitoring and measuring lately. You’re right, customer feedback is important, but it can also be difficult. First, customers have to feel inclined to feedback (sometimes they are indifferent, or just silently walk away), second the data has to be usable and reliable, and while the customer is king, they ain’t always right (and not always fair or objective either). There are technical problems. My conclusion is that most companies don’t do enough “mystery shopping”. I blogged about it a couple of days ago, actually

http://blog.capablepeople.co.uk/2009/12/inspection-is-dead/

One thing is for sure, it will ALWAYS generate some surprises, and I have never heard of a company that has done it referring to mystery shopper as a waste of time

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