Well, today has been an object lesson in practicing what I preach when it comes to customer experience.
Whilst I was initially really pleased with myself Sunday evening that I’d managed to launch my brand new website, there were a few things that bothered me, so I sent an email to a number of friends around the world and asked for critique.
That’s what friends are for. There are the ones who don’t pull any punches and tell you straight where you are going wrong. There are those who give you a lovely pat on the back and try to avoid hurting your feelings. Then there are those who come forward when you’ve made some changes and tell you that’s what they too were thinking needed changing.
I am so grateful to my friends for helping me through this stage of the experience and I am reminded just how important it is not only to ask for feedback, but to act upon it and finally, to realise that there are different ways of asking and still more ways people can give you their views.
Organizations must heed those lessons too. Ask. Listen. Act.
Which firms do you think do this well? I would love to know your thoughts, so please get involved and leave a comment below.
