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Negative Customer Feedback

Finding out what customer’s think is important [0:32]

  • Don’t be afraid
  • Without engaging your customers, you’re never going to know, and you’re never going to learn

Without authentic feedback, its impossible to improve [1:56]

  • Daily incremental changes
  • Massive action needs direction
  • Direction needs feedback


Look the customer in the eye and let it rip.


Feedback is easy with a simple system [4:31]

  • Give employees a voice every month where the whole
  • Office manager distills them down to a single email sent to relevant people

 Turning customer feedback into metrics [6:01]

  • Simple 1-10 rating scale
  • All big successful companies have easy customer happiness scales
  • Are you getting callbacks? Are you engaging customers?
  • Do you know why your customers disappear?

  Thanks for listening! See you next time.  

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