Comments on: Why Customer Feedback Fails http://customeru.wordpress.com/2008/10/21/why-customer-feedback-fails/ Tue, 20 Oct 2009 03:16:15 +0000 http://wordpress.com/ hourly 1 By: Paul Schwartz http://customeru.wordpress.com/2008/10/21/why-customer-feedback-fails/#comment-281 Paul Schwartz Mon, 12 Oct 2009 15:45:10 +0000 http://customeru.wordpress.com/?p=161#comment-281 Good point Chandan. At the heart of the problem is probably poor design. Companies enjoy the aspect of developing customer feedback tools, but don't do an equally good job of defining what they will do with the data once they have it. Good point Chandan. At the heart of the problem is probably poor design. Companies enjoy the aspect of developing customer feedback tools, but don’t do an equally good job of defining what they will do with the data once they have it.

]]> By: chandanscorner http://customeru.wordpress.com/2008/10/21/why-customer-feedback-fails/#comment-280 chandanscorner Sun, 11 Oct 2009 07:11:55 +0000 http://customeru.wordpress.com/?p=161#comment-280 The Huge difference btw data collection and implementation shows that companies are not sure what to do with the data. Whether the feedback is good or bad companies are probably not sure what effected the results and why. I see so many tools that address data collection but that seems to be only a part of the problem. The Huge difference btw data collection and implementation shows that companies are not sure what to do with the data. Whether the feedback is good or bad companies are probably not sure what effected the results and why. I see so many tools that address data collection but that seems to be only a part of the problem.

]]> By: Paul Schwartz http://customeru.wordpress.com/2008/10/21/why-customer-feedback-fails/#comment-102 Paul Schwartz Sat, 29 Nov 2008 19:48:23 +0000 http://customeru.wordpress.com/?p=161#comment-102 Hi Brandon - Thanks for the comment. If companies are truly customer-centric, they will hang out at the same places as their customers. Like your post, that means Twitter, Facebook, MySpace, etc. It's easy to monitor what customers are saying about companies. It's OK to jump in and join the discussion, just like Comcast did in your post. Think about the positive word-of-mouth that type of action generates... Hi Brandon – Thanks for the comment. If companies are truly customer-centric, they will hang out at the same places as their customers. Like your post, that means Twitter, Facebook, MySpace, etc. It’s easy to monitor what customers are saying about companies. It’s OK to jump in and join the discussion, just like Comcast did in your post. Think about the positive word-of-mouth that type of action generates…

]]> By: customerservicevoodoo http://customeru.wordpress.com/2008/10/21/why-customer-feedback-fails/#comment-101 customerservicevoodoo Wed, 26 Nov 2008 23:13:06 +0000 http://customeru.wordpress.com/?p=161#comment-101 Great post, Paul! I think we have reached a point at which everyone accepts that we need to (and we are) collecting feedback. 95%? That is tremendous. Now, we must enter a phase of actually using that feedback. The numbers on 35% and 10% are really something cause me to wonder how these companies hold on to their Customers. I wrote a few posts on feedback and also about how you need to be online because if you are not, your Customers are saying anything they want to and you don't even know it. Stop by, I would love your feedback. :) http://customerservicevoodoo.wordpress.com/2008/11/25/comcastic-service-via-twitter/ Great post, Paul! I think we have reached a point at which everyone accepts that we need to (and we are) collecting feedback. 95%? That is tremendous.

Now, we must enter a phase of actually using that feedback. The numbers on 35% and 10% are really something cause me to wonder how these companies hold on to their Customers.

I wrote a few posts on feedback and also about how you need to be online because if you are not, your Customers are saying anything they want to and you don’t even know it.

Stop by, I would love your feedback. :)

http://customerservicevoodoo.wordpress.com/2008/11/25/comcastic-service-via-twitter/

]]>