How to Use Customer Feedback to Improve Performance
Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience.
“Customer relationship is a byproduct of the brand and the employees’ vested interest in taking care of the customer.”
“Customers are much more willing to give you their feedback digitally than in person.”
“When customers go on social media to share their negative experiences, it is because you didn’t give them what they wanted when they asked for it the first time, whether in person, by email, or via a phone call to customer support.”
“Customers love helping businesses that they patronize. Use your customers as your eyes and ears. Customer feedback should be where customers can let you know what they need.”
“If you’re not using the information your customers share within your surveys to drive change, you’re just creating the illusion that you care.”
“Don’t wait for customers to give you feedback. Ask your customers to provide feedback in the middle of the experience. You’ll learn more about them than you think.”
Adam Alfia is the co-founder of Feedback, a digital solution for getting real-time feedback from customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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