Comments on: Take Customer Feedback Seriously http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/ on lean culture, transformational leadership, and entrepreneurial excellence Thu, 09 Sep 2010 16:25:37 -0400 http://wordpress.org/?v=2.9.1 hourly 1 By: Liz Guthridge http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/comment-page-1/#comment-539 Liz Guthridge Fri, 26 Feb 2010 18:58:08 +0000 http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/#comment-539 What a great, impressive practice! Thanks for sharing. By the way, I too find that people spend more time talking about the new culture they want to create rather than start taking concrete steps to start reshaping their current culture. Even baby steps can make a big difference! What a great, impressive practice! Thanks for sharing.

By the way, I too find that people spend more time talking about the new culture they want to create rather than start taking concrete steps to start reshaping their current culture. Even baby steps can make a big difference!

]]> By: Ankit Patel http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/comment-page-1/#comment-538 Ankit Patel Fri, 26 Feb 2010 17:11:16 +0000 http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/#comment-538 I love it! It's great for customers to feel a sense of openness with the company but I would say that it may provide feedback too late in the process. I'm curious to see if they have any other mechanisms to get quicker feedback. Maybe calls to the customer directly after using the website, after an order is placed, between order and receive date, after they receive the package, and again after 90 days of use. Let's be honest, that is a lot of calling but maybe a call before they receive the order would be helpful. It might curb the 4% who won't buy again. Ankit www.TheLeanWayConsulting.com I love it! It’s great for customers to feel a sense of openness with the company but I would say that it may provide feedback too late in the process. I’m curious to see if they have any other mechanisms to get quicker feedback. Maybe calls to the customer directly after using the website, after an order is placed, between order and receive date, after they receive the package, and again after 90 days of use.

Let’s be honest, that is a lot of calling but maybe a call before they receive the order would be helpful. It might curb the 4% who won’t buy again.

Ankit
http://www.TheLeanWayConsulting.com

]]> By: TIm McMahon http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/comment-page-1/#comment-537 TIm McMahon Fri, 26 Feb 2010 14:01:41 +0000 http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/#comment-537 Wow that is impressive. Something for others to learn. At my company we post the positive customer feedback as well as complaints and concerns. Everything goes up (2 different boad) so all employees can see our performance. This has helped us focus on the customer and make improvements. I think unfortuantley we focus more the opportunities for improvement than those things we did well. I think you need to capture all feedback. Wow that is impressive. Something for others to learn. At my company we post the positive customer feedback as well as complaints and concerns. Everything goes up (2 different boad) so all employees can see our performance. This has helped us focus on the customer and make improvements. I think unfortuantley we focus more the opportunities for improvement than those things we did well. I think you need to capture all feedback.

]]> By: Chet Marchwinski http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/comment-page-1/#comment-535 Chet Marchwinski Fri, 26 Feb 2010 13:27:08 +0000 http://jamieflinchbaugh.com/2010/02/take-customer-feedback-seriously/#comment-535 I like the 7-point customer rating chart the company displays from the homepage link. You can sort comments by quality, cost, service, etc. Most ratings are high but I saw a 3 and a 4 here and there. Gutsy & good policy. Very interesting. Thanks for posting. Chet Marchwinski I like the 7-point customer rating chart the company displays from the homepage link. You can sort comments by quality, cost, service, etc. Most ratings are high but I saw a 3 and a 4 here and there. Gutsy & good policy. Very interesting. Thanks for posting.
Chet Marchwinski

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