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 just picture her mulling over different criteria as she reads. “Ah, this is an opportunity to innovate.” “Mm, we gotta prevent that from happening.”
What criteria are part of your thought process? This video, from my LinkedIn Learning course “Customer Service: Managing Customer Feedback,” describes 8 criteria that can help you decide how to act on feedback.