{"id":11768,"date":"2006-09-17T00:00:00","date_gmt":"2006-09-17T00:00:00","guid":{"rendered":"http:\/\/localhost\/wordpress\/2006\/09\/17\/listen-carefully\/"},"modified":"2006-09-17T00:00:00","modified_gmt":"2006-09-17T00:00:00","slug":"listen-carefully","status":"publish","type":"post","link":"https:\/\/www2.rakansarawak.com\/?p=11768","title":{"rendered":"Listen Carefully"},"content":{"rendered":"

<\/p>\n

Customer feedback
\nis the single most important type of communication an organization can receive.
\nFeedback can ultimately determine whether the organization lives or dies.
\nDespite the highly critical nature of customer feedback, organizations often
\ntreat customer feedback as an afterthought, something that they might get
\naround to, if time allows. <\/o:p><\/span><\/font><\/p>\n

\n<\/div>\n
\n<\/div>\n

Customer feedback
\nis a leading indicator. <\/span>A leading
\nindicator is a measure that tells us the future. Customer feedback is a leading
\nindicator because it reveals whether customers are likely to continue doing
\nbusiness with us in the weeks, months and years ahead. <\/o:p><\/span><\/font><\/p>\n

\n<\/div>\n
\n<\/div>\n

There\u2019s nothing
\nterribly sophisticated about acting on customer feedback. Follow-through takes
\ndiscipline and a guiding process, and it generally comprises these steps:<\/o:p><\/span><\/font><\/p>\n

\n<\/div>\n
    \n
  • Analyzing
    \ntrends in feedback<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Identifying
    \nthe most promising opportunities or most ominous challenges<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Assigning
    \nan owner to the opportunity<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Obtaining
    \nneeded resources<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Investigating
    \nthe underlying issues and identifying the causes<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Determining
    \nthe action necessary to make improvements<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Implementing
    \nactions<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Evaluating
    \neffectiveness<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
  • Communicating
    \nimprovements to customers<\/o:p><\/span><\/font><\/li>\n<\/ul>\n
    \n<\/div>\n
    \n<\/div>\n
    \n<\/div>\n
    \n<\/div>\n
    \n<\/div>\n
    \n<\/div>\n
    \n<\/div>\n
    \n<\/div>\n
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    <\/o:p><\/span><\/font><\/p>\n

    \n<\/div>\n

    The final step,
    \ncommunicating improvements to customers, is critical. If customers don\u2019t
    \nrealize there\u2019s been an improvement, there hasn\u2019t. Make sure to let your
    \ncustomers and the marketplace in general know the important improvements your
    \norganization has made.<\/o:p><\/span><\/font><\/p>\n

    \n<\/div>\n

    <\/o:p><\/span><\/font><\/p>\n

    \n<\/div>\n

    Fundamentals of
    \nEffective Customer Feedback :<\/b> <\/o:p><\/span><\/font><\/p>\n

    \n<\/div>\n

    <\/o:p><\/span><\/font><\/p>\n

    \n<\/div>\n
      \n
    1. Don\u2019t
      \nwait for customers to contact you. Reach out to the customer and ask how you\u2019re
      \ndoing.<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
    2. Keep
      \nyour tools for capturing customer feedback as simple and streamlined as
      \npossible.<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
    3. Remember
      \nthat customer feedback is a leading indicator, unlike most other indicators
      \nthat businesses use. That\u2019s why customer feedback is so important to an
      \norganization\u2019s success.<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
    4. Take
      \naction quickly. The informational value of customer feedback doesn\u2019t last long.<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
    5. Utilize
      \nlean tools that can be applied all the time by a variety of people. Don\u2019t make
      \ncapturing and analyzing customer feedback an event that only happens every now
      \nand then.<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
    6. Share
      \nthe trends of customer feedback with the entire organization. The more people
      \nunderstand customers, perceptions, the better prepared they'll be to help
      \nimprove them. Everybody in the organization can affect customer satisfaction
      \npositively.<\/o:p><\/span><\/font><\/span><\/font><\/li>\n
    7. Follow-through
      \non customer feedback. If you don\u2019t take action and follow through to completion
      \nthen the process will produce nothing.<\/o:p><\/span><\/font><\/li>\n<\/ol>\n
      \n<\/div>\n
      \n<\/div>\n
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      \n<\/div>\n

      Source :
      \nFundamentals of Effective Customer Feedback; Quality Digest Magazine; Craig
      \nCochran<\/i><\/font><\/o:p><\/span><\/font><\/p>\n

      \n<\/div>\n

      <\/o:p><\/span><\/font><\/p>\n

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