M-Guide
Issue: November 2006
Got Feedback?
No matter what industry you are in, customer feedback offers a swell of benefits.
For one, instantaneous awareness of what is not working, or what you can do better or
eliminate when it comes to your improving your business.
How does your organization collect and assess customer feedback?
Does your business provide consistent and outstanding service?
How do you know? Where would you look, and how frequently?
These are some of the questions involved with delivering fantastic service and products, while
cycling back value and knowledge to every segment of your business.
Let’s start with defining effective customer feedback…
Feedback consists of customer responses about your services or products that can
improve your business, leverage change, or forecast growth potential.
Customer feedback is free, although from the benefits just listed above, it sounds like
something most people would pay for. Though many intelligent individuals still pass it
by, and wonder why their businesses are not successful.
The absolute best way I have found to get customer feedback is….ASK!
Most of the feedback I’ve received throughout the years has indicated that business owners and
organizations know what they should do, but never get started because the whole task seems so
daunting.
In response, I have constructed a sort of nifty Feedback System Starter Toolkit that covers five
key areas. These should give you a place to start, or at least plan to start to assess and use
effective feedback to improve your business results.
Feedback System Starter Toolkit
1. Get Feedback…Let Me Count the Ways…
2. Interface Feedback Systems with Other Segments of the Business
3. Assess REAL customers in REAL time
4. Create a Team to Oversee the Feedback System
5. Measure Results
M-Guide Extra
Feedback Starter Kit Extra…if you do nothing else…
Take the worst complaint ever received by your organization, and then launch a
company contest for the best way to respond to it.
This may include policy changes, a reshuffling of responsibilities, a world of possibilities and
criterion to choose from.
Give good prizes or it won’t work!
Then sit back and watch what happens…You may find a budding feedback system, and the
winners of each department as your new starting team
We’d like to hear some FEEDBACK on the results of your contest!
Cheers!
Diana
The culture for M-Guide is participatory, meaning that we would like to hear from you in
regard to feedback, questions, comments, and input from your related experiences!
Issue: November 2006
Got Feedback?
No matter what industry you are in, customer feedback offers a swell of benefits.
For one, instantaneous awareness of what is not working, or what you can do better or
eliminate when it comes to your improving your business.
How does your organization collect and assess customer feedback?
Does your business provide consistent and outstanding service?
How do you know? Where would you look, and how frequently?
These are some of the questions involved with delivering fantastic service and products, while
cycling back value and knowledge to every segment of your business.
Let’s start with defining effective customer feedback…
Feedback consists of customer responses about your services or products that can
improve your business, leverage change, or forecast growth potential.
Customer feedback is free, although from the benefits just listed above, it sounds like
something most people would pay for. Though many intelligent individuals still pass it
by, and wonder why their businesses are not successful.
The absolute best way I have found to get customer feedback is….ASK!
Most of the feedback I’ve received throughout the years has indicated that business owners and
organizations know what they should do, but never get started because the whole task seems so
daunting.
In response, I have constructed a sort of nifty Feedback System Starter Toolkit that covers five
key areas. These should give you a place to start, or at least plan to start to assess and use
effective feedback to improve your business results.
Feedback System Starter Toolkit
1. Get Feedback…Let Me Count the Ways…
- Don’t sit back and wait for effective feedback to come to you. Go get it!
- It all starts with asking just one customer.
- The starter formula: Create a cycle of feedback, then tweak, and repeat as needed.
- Connect feedback to the sale, before, during, and after.
2. Interface Feedback Systems with Other Segments of the Business
- Your feedback system should consist of a loop of communication directed from multiple
sources.
- Involve ALL employees, which translates to ALL customers. A hotel chain may involve
perspectives ranging from the front desk, to the cabana boy; a clothing designer may
assess vendors, and strategic alliances; the major accounting firms could begin with an
internal system and then link it to external feedback.
3. Assess REAL customers in REAL time
- You may ask…Don’t I have to assemble a focus group to see if they like my service or
product? Nope.
- Instead of time and money consuming focus groups, focus on REAL customers in REAL
time.
- Tracking the customers’ experiences as they happen is very powerful, much more so than
after the fact, or in some fluffy off site location.
- Repeat business is a buzzword in successful companies. If you are not sure what your
statistics are in this regard, then do the numbers; you may be surprised at what you find.
4. Create a Team to Oversee the Feedback System
- Create a team to head up the initiative, and then have each member tie their department
into the circuit of information and outcomes.
- Link your feedback between and within departments by using both an internal and
external loop of communication.
- This model can work for any size organization, even if the department is made up of one
person.
5. Measure Results
- Align your feedback system with the results you want to achieve.
- If you have benchmarked your organization’s current performance with your existing
customers, then you will have a starting point of reference.
- Pilot your program, and refine as needed.
M-Guide Extra
Feedback Starter Kit Extra…if you do nothing else…
Take the worst complaint ever received by your organization, and then launch a
company contest for the best way to respond to it.
This may include policy changes, a reshuffling of responsibilities, a world of possibilities and
criterion to choose from.
Give good prizes or it won’t work!
Then sit back and watch what happens…You may find a budding feedback system, and the
winners of each department as your new starting team
We’d like to hear some FEEDBACK on the results of your contest!
Cheers!
Diana
The culture for M-Guide is participatory, meaning that we would like to hear from you in
regard to feedback, questions, comments, and input from your related experiences!
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Issue Overview
1. Customer Feedback Systems
2. Feedback Starter Toolkit
1. Customer Feedback Systems
2. Feedback Starter Toolkit
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