Friday, 2 August 2013

Customer feedback better than customer complaints

This week one of my clients changed the name of their customer complaints department to customer feedback.  If it is just a name change there will be no change of course.

The intent is to say to the people in the department, and the customers eventually, that all customer feedback is important and will be truly valued.  The big intention is to improve the employee and customer experience at all levels.

Knowing the people involved this will be a positive move.  Of course very soon there will be less complaints and ideas will be unearthed to improve the customer experience.

What could you genuinely change in your business that would lead to a greater employee and customer experience?

Be the difference you want to see in the world
Ian
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