Fix the problems—then we have fully responded to customer feedback; so the thinking goes…

Posted by Bruce W. Woolpert on Mar 18, 2015

How do businesses manage customer feedback? The feedback could arrive in a letter, a phone call, a face-to-face meeting, or a formal customer satisfaction survey. In most organizations, businesses focus nearly all of organization’s time and energy on what the feedback tells us didn’t go well or areas in which the business fell short of a competitor. Effort is needed to attack these problem areas and correct them. The goal is to be the best at earning a customer’s business every day. The thinking is that if we eliminate any “negatives” then customers will want to continue to do business with us.
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