From the course: Customer Service: Managing Customer Feedback
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Avoiding pitfalls
From the course: Customer Service: Managing Customer Feedback
Avoiding pitfalls
- Show me the money. Tom Cruise said that in the movie Jerry Maguire, that can be translated here as show me the results. There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective. Your approach to managing customer feedback must be action-oriented, you gotta do something with it. And it should positively impact what customers experience, and it should help every employee, every department, see opportunities for improvement. Too often, organizations miss out on the full value, why is that? Well I see six pitfalls that are easy to avoid if you're intentional about addressing them. One pitfall is not not having a structured approach. Even if yours is a small organization, don't wing it. Without a proven step by step approach to managing customer feedback, you're not gonna produce the kind of results that you and your customers deserve. A second pitfall, and on the opposite end of the spectrum is building an…
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