How does one go from being a technical writer to being a CCO?
Guest post by Chip R. Bell: What’s wrong with soliciting evaluative customer feedback? It is a piece of superstitious corporate behavior built on myths. Chip examines these myths and how to overcome them.
Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips. All you have to do is listen to customers tell you what is broken and fix it
Every day customers tell you about what’s broken and what’s getting in the way of their wanting to do more business with you.
Every day thousands of comments and feedback come in through your company pipes. But are you tracking it, prioritizing it and attaching accountability by area to the problems?
This is the platform work for a customer experience transformation journey. The significance of aligning the experience is huge. Not enough companies understand that this is the first “duct tape” exercise to get your organization moving together in one direction – and that’s to agree on the stages of your customer experience.
Implementing customer listening accountability is prescribed often, but very few do it well. Without the clarity of which feedback goes to what area, you’re collecting more data to add to the piles you already have. Every piece of incoming feedback has to have an operating area that will be held accountable.
Every business has customers who have departed and there are a variety of reasons that prompt departure.
How you react to the departure will either validate that they left for a good reason or begin the process of bringing back that customer (and that customer revenue).
Companies that do a great job of winning back departed customers will frequently have a stronger relationship as a result. Follow these five steps to identify and regain customer trust and relationships…