Acting on feedback

- Emily Weiss, founder and CEO…of the fast-growing beauty company, Glossier, said,…when talking about their feedback system,…"I read every comment that comes in."…Wow, what a commitment.…And you can just picture her mulling over…different criteria she reads.…"Ah, this is an opportunity to innovate."…"Mm, we gotta prevent that from happening."…What criteria are part of your thought process?…Here are eight that can help you make that decision.…

Safety.…Any time customer safety's involved…the issue should be top priority.…Johnson & Johnson's fast recall of Tylenol…following suspicions of product tampering…and GM's slow response to ignition switch failures…are two dramatic historical examples of different ways…to respond to customer feedback.…Frequency.…How often does the issue occur?…If you fixed the root cause what's the potential impact?…Utilities getting lots of questions on confusing bills…begin putting graphs of usage and trends…right on customer invoices.…

Magnitude.…Whether a customer impact is frequent or not,…