Comments on: If there’s no thermometer, does that mean there’s no fever?

By: Fatcow

Fatcow — Tue, 23 Jun 2009 20:00:49 +0000

You are absolutely true. Without tangible feedback, how would any business know if their support is up-to-par.

By: Mark

Mark — Sat, 20 Jun 2009 03:58:25 +0000

That last part is exactly one of the issues Im speaking to – no process in place to deal with feedback, or no response regardless of whether there is a process or not:(

By: Joy Levin

Joy Levin — Fri, 19 Jun 2009 14:01:08 +0000

Very good post! Another key component of effectively gathering and utilizing feedback is having a plan as to what you will do about what you hear. For example, if customers tell you prices are too high, are you really willing to do something about it (may not necessarily involve cutting prices, but understanding how better to create more value)? Customers also get upset when they provide feedback, and see no action taken, so the first step is to have solid strategies already developed for each hypothetical response you’ll get.