课程: Customer Service: Managing Customer Feedback

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Avoiding pitfalls

Avoiding pitfalls

课程: Customer Service: Managing Customer Feedback

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Avoiding pitfalls

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- 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've got to 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 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 going to 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 overly complicated approach, and I've seen some initiatives become so heavily analytical and statistical and focused that they…

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