We’re all so busy, rushing here and there, making decisions on the hoof and avoiding anything that might add to the stress.
Just to remind us fundamentally what feedback is, think about yourself stood in front of a mirror. You’re seeing yourself from the perspective of another person, and to quote an old saying you’re seeing yourself, ‘warts and all’. Your hair, makeup, clothes, shoes…all reflected back at you in order for you to make adjustments, changes and improvements.
It matters to us how we look – and it should equally matter to us all how our customers or users of our services view us!
Here are 6 reasons why feedback matters:
We know this can be frustrating. Afterall, you know your customers have an opinion. You know you are ready to listen. How can you make sure they give you the feedback you need?
Organisations now have to be passionate about their customers if they are to remain credible. Any serious Board of directors will have Customer Experience (CX) on the agenda. So the question is: ‘What do you include in your Customer Experience Board report?’
Whether you’re a hardened researcher or a newcomer to customer feedback planning, it never hurts to get a fresh perspective. What are the options, considerations and ways to maximise effectiveness in designing a feedback programme?
How well you listen and understand has a direct impact on the quality of the feedback you receive. The process of obtaining feedback should be one of continuous improvement, rarely will you get it right first time and rarely will it remain the same over time.