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Category: Customer feedback

How Do You React To Customer Feedback?

May 4, 2014
| 5 Comments
| Categories: Customer, Customer feedback, customer satisfaction, customer satisfaction survey, Dealing with customers, managing customer expectations, satisfaction survey, service providers

Are you measuring customer satisfaction? Do you ask your customers (external or internal customers) to rate you on a satisfaction survey index? If you do, then how you react to customer interactions before the survey could define feedback your customers give you, or not give you for that matter.If you rely only on customer satisfaction survey scores, you might be missing out valuable feedback that customers never give you in the surveys. You get feedback at all times from customers, sometimes direct and sometimes indirect. How you react to it…

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My Defining Customer Moments

August 14, 2011
| No Comments
| Categories: Customer, Customer feedback, Dealing with customers, managing customer expectations, managing large projects, project management, SME, working with customers

I was recently asked to share some customer moments. One of my defining customer moments was during a project we were doing more than 10 years ago. This was a very large elearning project to convert huge amount of content to elearning in a short period of time. The times were short of the volume of work and everyone was under severe pressure. This included our client contact, who was also under pressure from her stakeholders and customers. As happens in elearning projects, we were expecting to get content from…

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