10-Second Tips: Get Feedback

Feedback from your customers and employees can be used to quickly build a better product and a better company. The 10-Second Internet Manager provides many tips on how to obtain and use feedback. Here are a few of those tips, along with community discussion.

"Have your managers get their "hands dirty" by making them have direct contact with customer service issues. Have them answer customer service phones and e-mails, or better yet, get out to meet directly with customers." —10-Second Internet Manager

"Track and publicly post your customer happiness scores. Celebrate progress and call emergency meetings if your scores dip." —10-Second Internet Manager

"Every six months a Palo Alto firm called Prognostics collects data from between 400 and 500 of Siebel's 2,500 customers and reports in detail how satisfied they are with specific departments and individuals. The results are used to decide how much Siebel employees will make in bonuses and commissions." —Fortune article (September 4, 2000)

"Use the PEACE acronym: P - prepare; E - engage/explain; A - account; C - close; E - evaluate." —Mark B. (site submission)

"Put an 800# or e-mail address on every customer purchase. Encourage them to share their ideas for product or service improvements." —Raj G. (site submission)

"Listen with empathy!" —C.J (site submission)

Do you have a tip on how to get and use feedback? Click here

If you see tips you like, you can send this page to a friend. Visit other chapters to find more "10-second tips."

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