There’s only one way to know if your tech support is good enough: Ask every customer, every time Ask in a way that the customer will answer (not a multi-question survey) Ask for one meaningful answer, and nothing more — were you happy? Did we solve the problem? Would you recommend us? Show every single [...]
Tag Archives: feedback
If you want them to do something, tell them why it matters
If you want people to do something, you need to give them a reason why it matters. It could be something that helps them, or that makes a better product, or helps other people. Start adding a reason and a “learn more” link to your forms and you’ll get a great response. Example: Don’t just [...]
Twitter is the buddy who tells you that you need a breath mint
Patients used Twitter to complain that doctors were smoking outside a major hospital. The first reaction: Management gets embarrassed and mad at Twitter. On further thought: They realize that it’s a good thing. Yes, it’s awkward, embarrassing, and tough to hear. But needed and appreciated.
No reviews is not good news
An interesting question sent in by a reader: Hi Andy: I have a medical clinic business and would love your comment about an issue. We have about 15 doctors working in our clinics. At the end of every day we send an automated email to all patients seen that day asking for feedback, [...]
Complaints are symptoms
Great quote from Valeria Maltoni: Complaints are symptoms. Only 2% of the population — or even less — bothers to say something, anything. Which leaves the business with a false picture of what customers experience. Those few customers that bother to complain are your most valuable assets. They are your early warning sign. You need [...]
Did he quietly leave in the night, never to return?
I clicked “Terminate Account” and the account was deleted. We’d been hosting with them for 11 years. $300 per month. And in 5 seconds it was over. They never called, they never asked why, they probably didn’t notice. Until one day, they stand all alone. No friends, no money, no hope. And they’ll wonder how [...]
Where’s your feedback button?
Every copy of Quickbooks has a button right in the main toolbar asking for Feedback. Every piece of software, every product, every web site should have a feedback button. How much do you spend on market research? Wouldn't it be easier to just ask?
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