From the course: Customer Service: Managing Customer Feedback
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A strategic framework for managing customer feedback
From the course: Customer Service: Managing Customer Feedback
A strategic framework for managing customer feedback
- Let's take a look at a simple and proven strategic approach to managing customer feedback. Whether your organization's a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback. They'll be more involved for some than others, but the basic approach is the same. And here's a little secret. Far too many organizations don't take complete advantage of this process and they miss out on opportunities to fully leverage feedback. Put each step to work, and you're gonna be ahead of the pack. The first step is to identify sources of customer feedback. These include service interactions, surveys, focus groups, social media posts, employee feedback, customer exit insights, operational data, and others. Once the meaningful sources of customer feedback are identified, step two is all about collection. Your feedback process should act as a funnel, catching data from all the various sources and…
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