Comments on: Six Ways to Assess and Improve Your Customer Experience

By: ginidietrich

ginidietrich — Wed, 15 Jun 2011 16:48:03 +0000

@jeanniecw The problem is we’ve never lost a client due to a competitor. We lost a bunch of clients due to the economy three years ago. And we’re still on great terms with all of them. All of them SAY if their budgets are reinstated, they’d come back. But I’m not sure I believe them. How do I get to the truth?

By: What Gary Vee Can Teach You About Feedback | 360Connext

What Gary Vee Can Teach You About Feedback | 360Connext — Tue, 14 Jun 2011 20:30:41 +0000

[...] Let’s just say it caused QUITE the conversation. (And I’m not bitter because I had the guest post on the same day. Nope, not at all!)I’ll let you investigate on your own and peruse the [...]

By: jeanniecw

jeanniecw — Tue, 14 Jun 2011 01:43:38 +0000

@ginidietrich Pains you!? Oy vay! As far as how to get constructive feedback, I’d ask very specific questions from former clients first, including questions like the one I mention, and once you see any sort of pattern, ask current customers about those specific points. You’ll gain tremendous insight.

By: jeanniecw

jeanniecw — Tue, 14 Jun 2011 01:37:14 +0000

@DaveCharest You make a great point about respecting complaints. Most of us never take the time to provide feedback at all – good or bad. Thanks for joining in here!

By: ginidietrich

ginidietrich — Mon, 13 Jun 2011 23:22:40 +0000

As much as it pains me to say this, I love you more for this! Really smart, thoughtful post. We do past and current client surveys. We get a lot of really good feedback that makes us feel good, but never any constructive criticism. How do you get people to give you something really useful?

By: DaveCharest

DaveCharest — Mon, 13 Jun 2011 23:10:16 +0000

And I wish I did a spell check before I hit send. Oops. =)

By: DaveCharest

DaveCharest — Mon, 13 Jun 2011 23:09:13 +0000

I love feedback. Good and bad. The hard part is always trying to take it all in a constructive manner. Especially if people take the time to complain it’s something they care enough to talk about, otherwise they would just leave and you’d never here from them. That feed back loop is so important.

I love the “What did the competition offer that made it more attractive for you to leave?” Very nice.

By: jeanniecw

jeanniecw — Mon, 13 Jun 2011 19:27:34 +0000

@RicardoBueno That’s a perfect example of how to do this in a straight-forward way. It becomes part of your process, so you continue to learn and the customers see that you’re actually listening to their feedback. Well done!

By: RicardoBueno

RicardoBueno — Mon, 13 Jun 2011 19:21:20 +0000

Earlier this year positioned someone to focus on Customer Outreach and customer outreach only. This person’s position is to call new customers (who have signed up within the last month) and old customers (customers who have been with us for about 1 year).

The purpose of the call is simply to reach out, offer advice, and ask how we can help.

So far, we’ve gotten some excellent feedback on doing this. It’s neat to learn from customers how we can improve and they appreciate that we’re taking the time to reach out. Some aren’t so receptive to the call, I guess they see it as a sales call, but that’s ok. For the most part, everyone loves it and we’ve gotten some excellent feedback from doing this one thing alone.

By: jeanniecw

jeanniecw — Mon, 13 Jun 2011 18:18:03 +0000

@bdorman264 I agree about having heads in the sand. That is often an issue with top leadership. I’ve literally had CEO’s say to me: “No, our customers don’t want that,” after showing them video of customers asking for something – passionately! I’m glad you’ve taken the action of getting a 3rd party involved – that puts you in small (but smart) minority!