Customers Hold Your Success in their Hands


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Every business person knows customers are a necessity to your success. They’re going to become more and more prevalent in business decisions as well—or at least they should. Through social media, customers have a significantly higher chance of making a very public complaint and or complaining straight to the businesses CEO or President (since all execs should have social media-it’s easier to complain to them)  It’s great to hear clients feedback no matter how it comes through (email, twitter, facebook, phone call). What do you do though when they complain or make a suggestion? Maybe they think you need to make an adjustment to a specific product, how do you know if other clients feel the same way so you can act on this idea? You let them vote.  

I have talked before about customer feedback management, it’s becoming more and more of a hot topic. The idea is that you now have feedback from your customers, they’ve somehow stated what they want from your business, now what do you do? You must prioritize! There was a mini-series of blogs I wrote about steps to exceptional customer feeback mangagement. You need to obtain their feedback, manage it and then prioritize it. If you have your customers vote, that may help you put higher priorty on tasks which you, and your community of customers view as most important. We have blogged about customers “rocking the vote” and it is such an innovative concept which is underutilized. It gives clients the opportunity to interact with your company and other customers. Voting is the future of customer service, support and a necessity for customer feedback management.

What are your thoughts on voting and prioritizing with customer feedback management in order to improve customer service?

Republished with author's permission from original post.

Hoyt Mann
As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.


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