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.