Responding to Negative Feedback
Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it....
Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. What does it take to respond to...
Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn more about how service interactions, operational data, customer surveys, customer and professional reviews, online forums, focus...
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...