Customer Feedback: The gift that just keeps on giving

Customer Feedback: The gift that just keeps on giving

Customer feedback is like a fruit tree. It just keeps giving.

If you care about operations, customer feedback gives you the "secret shopper" point of view.

If you care about employee performance customer feedback gives an unbiased review of how the employee is "viewed" by your customers.

Want to improve the atmosphere at work? Sending around the accolades that come in through customer feedback gives you improved morale.

If you would like customer referrals, customer feedback gives the perfect time to ask.

We have seen these over and over again as we help other businesses use Promoterz.

Want effective marketing content for your web site? Customer feedback gives you authentic convincing copy.

What makes those testimonials even more effective is if there are many of them and they are current.

Urgent Care Extra uses Promoterz to get feedback from their patients at their 12 (and ever increasing number of) locations. They use it to review their providers performance, to handle any customer complaints and to generate customer referrals. They also continually post current customer feedback to their web site for others to see.

For example, just this morning was posted:

"This is the best urgent care I've ever been to. It's so comfortable and everyone is amazing. You know your going to be taken care of. They go above and beyond. My kids love it here too. They're not afraid of the doctor anymore. Thank you for everything you do. I've also been to the Tempe location and their amazing too. Great bedside manor. This is the only urgent care I come to and it's the only one ill ever use."

This is powerful word of mouth, but what makes it even more powerful is that it just happened. Anytime you view their page, you will see the most up to date testimonials.

So add, powerful-up-to-date-marketing-content-to-your-website as another gift from the customer feedback tree of goodness.

Do you know what your customers are saying about you...you better!

Do you know what your customers are saying about you...you better!

Here is a powerful example of why customer feedback is so important to your business. Events like this happen everyday...are you making it easy for your customers to tell you what they think. Think of how "deadly" this word of mouth story could have been:

"A customer, Janet, recently gave us a feedback score of 0 and wrote a long story about the terrible haircut she received. She basically said she would never come back to Fantastic Sams. I sent her an apology e-mail and asked her to call me so I could apologize live, versus just e-mail. After a short phone call, she agreed to come back to the hair salon and let someone fix her haircut. I called the salon and arranged for her to call on her way in and ensure she had absolutely no wait when she arrived. I called her after her haircut and she was thrilled. She was amazed that I took the time to follow up with her again on the phone. . Janet also sent out 3 referrals through Promoterz. She also scheduled to come back to the salon to have her hair colored! I never would have known this woman was so upset without Promoterz. Think of all the people she would have told her story to. Now she is telling a new story...how great we are! Promoterz just saved my business thousands of dollars in potential lost revenue...thank you Promoterz!"

Scott Weintraub
Fantastic Sams
Owner
New Jersey
908.806.7272

Is this happening in your business?....are you sure? You have thousands of reasons to find out.

Find your happy customers and put a megaphone in their hand. Learn more

Perfect opportunity for feedback...lost!

Perfect opportunity for feedback...lost!

Last night, my family and I went to a "practice" dinner at a new, well known steakhouse in town..you'd all recognize it. My daughter works there, so last night was free to family and friends of employees of the steakhouse. Obviously, not a new concept, it makes a lot of sense. What didn't make sense to me, was that no one asked us how the experience went. Love the idea of having a dress rehearsal before you expose yourself to the masses, but why not take the opportunity to get real feedback and know how everyone did.

There was no feedback vehicle offered to the hundreds of people who had a FREE meal. If offered, I am sure 90% of the customers in attendance would have loved to give feedback. My meal would have cost me $72...I would have vacuumed the carpet if they asked me to do it. I would have gladly given them a "grade" on our overall experience.

The restaurant could have learned what they needed to fix before the big opening...But nothing. No comment card, no 800# on a receipt, no invitation for feedback card ...nothing. They have no idea how good or bad the experience was for the hundreds of people who attended. ...no idea. Huge opportunity lost. Customers are your company's greatest asset...what are they saying about your business? Don't miss the opportunity to find out.

Get customer feedback, generate referrals, and increase repeat sales for as little as $150 a month. Learn more

Refreshing...

Refreshing...

Today, according to predictions, we will hit 112 degrees in Mesa, Arizona. The AC units are running, the kids are out of school, and the streets look like a ghost town. "Winter" is officially here. (you know that time when everyone stays indoors because of inclement weather?)

At this time of year the word "refreshing" is particularly meaningful. Whether it is a tall cool glass of lemonade or dip in a cool pool. Both bring relief from the ongoing stress of the heat.

It occurred to me recently that some people are "refreshing" as well. Just like the lemonade, they bring relief from the ongoing stress of making a business work.

These are people that just "get it". You know the ones? They seem to know what you know and you find yourself talking excitedly together and sharing ideas and experiences and just enjoying the conversation.

That's what happened when I met Adam Toren. We got together to discuss Promoterz, our online service that helps businesses give a megaphone to their happy customers, become aware of unhappy customers, and increase the happiness of all customers. As we talked it was as if we were partners working out how to help other businesses succeed. Turns out that is what Adam does.

Adam and his brother Matthew are serial entrepreneurs. Among the impressive list of their ventures is a website, YoungEntrepreneur.com. They initially created this site to help youth become entrepreneurs but over the years it has become more to mean those that are young or new at being an entrepreneur.

The site has tens of thousands of members actively participating in its forums (http://www.youngentrepreneur.com). They also have a "refreshing" blog (http://www.youngentrepreneur.com/blog) as well.

If you are a business owner sometimes what you need, besides more hours in every day, is just to be "refreshed" as you read of others shared experiences. Others who "get it". I guess it is a sort of therapy.

I enjoyed their "10 Mistakes People Make When Starting A Business" and an interview with an Ebay founder on persuing your passion. As you read you find yourself saying, yep, I remember how I learned that. But you also get reminded of things you might want to revisit and you feel more committed to succeeding.

In the end, just as you are refreshed and ready to go as you finish the last of the deliciously tart and cold lemonade, you will have some good ideas and the courage to succeed in this thing we call business.

Find your happy customers and put a megaphone in their hand. Learn more

Legislating the Sun

Legislating the Sun

I live in Arizona, in the "Valley of the Sun". This is the place where all winter we flaunt our clear blue skies, our spring training baseball, and the fact we can give our kids bikes for Christmas and they don't have to wait till April to use them. (Of course, from June to August we are all visiting family and friends in cooler climes...but I digress.)

Arizona doesn't legislate the sun. We don't participate in the daylight savings time nonsense. But most other places do which means in the summer we are at the same time as California and in the winter we are the same time as Utah.

The standard argument for daylight savings time was that it saved energy. You needed less lights, so you saved energy. It seemed obvious and everyone seemed to have bought off on it and now the nation happily believes they are doing their part in saving energy by participating in daylight savings.

But it seems that no one really looked at the data. USA Today had an article recently describing research done at the University of California in Santa Barbara that showed that daylight savings does save energy used for lighting but that it used even more energy on heating and cooling costs. So the net effect is participating in daylight savings actually uses more energy. Now this is not an article intended to start "digital fisticuffs" about daylight savings. But rather the interesting point that people and governments think they are saving energy when in fact they are expending more.

Does that happen in your business? Do you assume that your customers are happy with something you do or provide when in reality they don't like it? Remember back in the "continuous improvement" business craze of the 90s the phrase "In God we trust...all others bring data". That is still true. Get the data and know what you know.

"What you don't know might kill you" could also be "What you think you know could kill you". So the point is get some data, some fresh live real data of how your customer's feel. There are lots of ways to do that. I personally feel that Promoterz is a great way since it provides a way to continuously monitor the heartbeat of your company rather than just a twice a year "exam". But whatever you choose, do it. You will be surprised at what you learn from the ones that really know. Your competition will be doing it.

Get customer feedback, generate referrals, and increase repeat sales for as little as $150 a month. Learn more

Seeds from the blogworld
We search the business blog world looking for posts that illustrate principles, or "Seeds", that if followed, or "planted", will help small businesses grow. We list them here for your convenience. Enjoy.
Here is a powerful example of why customer feedback is so important to your business. Events like this happen everyday...are you making it easy for your customers to tell you what they think. Think ...more.
Last night, my family and I went to a "practice" dinner at a new, well known steakhouse in town..you'd all recognize it. My daughter works there, so last night was free to family and friends of empl ...more.
Today, according to predictions, we will hit 112 degrees in Mesa, Arizona. The AC units are running, the kids are out of school, and the streets look like a ghost town. "Winter" is officially here. ( ...more.
Today, according to predictions, we will hit 112 degrees in Mesa, Arizona. The AC units are running, the kids are out of school, and the streets look like a ghost town. "Winter" is officially here. ( ...more.
I live in Arizona, in the "Valley of the Sun". This is the place where all winter we flaunt our clear blue skies, our spring training baseball, and the fact we can give our kids bikes for Christmas a ...more.
Remember that old Burt Reynold’s movie Cannonball Run? It was probably just my age but at the time I thought it was pretty cool--an illegal race across the country in some very nice cars. It turns o ...more.
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When I get in a car my goal is typically to get from where I am to where I want to be as fast as safely possible. To do that, I primarily use one gauge on the dashboard: the speedometer. Sure every fe ...more.

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