Customer Feedback: Innovate, Realign and Read Between the Lines
Managing customer feedback is ongoing. It’s a way of doing business, and you get better at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To...
Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...
Better Service at Lower Costs? Yes, It’s Possible
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...
Acting on Feedback: 8 Criteria to Determine What Actions to Take
When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can...