If you’re not listening to what your customers are saying and building that insight iteratively back into your culture and product or service development, you won’t have to worry about them being your customers for very long. You’ll be relieved of that little problem.
Continuous feedback loops are important to ensure your company stays in tune with its employees, vendors, and clients. There’s a wealth of information (both positive and negative, but always informative) available when yours decides to stop talking and start listening.
Follow-up piece to “The Internet and News Media: Where Has All This Progress Gotten Us?” featuring Ron Kelley, editor of The DeFuniak Herald-Breeze, a weekly publication distributed within Walton County, Florida. Part 2 of 2.
Earning a satisfied customer is generally a good thing. It means an equitable transaction took place between a buyer and a seller. What ’satisfaction’ fails to necessarily yield, however is repeat consideration, re-purchase, loyalty, and net promoter.
I read a blog comment someone left on a site recently, and the comment characterized social media as a broad category that, depending on the execution, could be called publishing, customer service, community relations, and many other things. For me, observing and joining social media communities has been incredibly educational and fulfilling, both professionally and personally. One of the important lessons I’ve learned is that when someone graciously wants to engage you in conversation, it’s not a responsibility to be taken lightly.
The Internet has undeniably changed our modern society in a positive way. But as with all things, there’s a delicate balance between achievement and growth, and the sacrifice of a older more traditional approach. Sometimes the tipping point results in more measurable, actionable learnings and capabilities (think Web metrics); but along with new found knowledge comes a responsibility to shore up traditional models and channel a wealth of skills and expertise for new purpose. Part 1 of 2.
