How do I make sure that I always get good feedback?
The answer is you can’t and you don’t want to anyway.
- You can’t: we’re now in the age of the empowered customer and the transparent business. Don’t try and manipulate the customer feedback and reviews: it’d be like King Canute trying to hold back the tide.
- You don’t want to: because in the age of the empowered customer, no one trusts an Organisation that only has great reviews (that’s why ‘testimonials’ no longer have any value). So it’s OK to get bad (and good) reviews and feedback: just accept them and use them to power continual improvement and continual development of your customer relationships and loyalty.
This is a truly new age, and it needs truly new tools: you can’t build a steam engine with the tools of a carpenter …
The tools you need are outlined in our book ‘Great or Poor’. This work outlines a simple, systematic approach to using the customer experience as your key driver of success, and gives you 4 straightforward but powerful principles and steps to achieve this.
If you want further information and support on how to get this right, please contact us at firstname.lastname@example.org