customer feedback

Toyota Acceleration Incident Report Cites Company’s “Skepticism and Defensiveness” to Customers and Regulators

From The Mistake Bank:

The Toyota “North American Quality Advisory Panel,” put together in the wake of the sudden-acceleration incidents in 2009-2010, has released its report, and it’s fascinating reading of how a large company’s strengths can turn into weaknesses under stress. [A copy of the full report is available at this link.]

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Logo You Don't

Gap announced a new logo on October 4, and a week later retracted it with a promise to keep the old one. The chorus of vociferous customer disdain for the new design was topped only by the branding experts who vilified it. So the market spoke, aided in large part by social media, and Gap responded. And that's that.

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The Dangers of Brands Over-responding on Twitter

One of my favourite podcasts is Listen to Lucy from the FT’s Lucy Kellaway and this week she has a great piece addressing how brands are responding on Twitter. Specifically how Starbucks responds to some Tweets about the brand. The piece is, like all her podcasts, humourous but with a serious message. And in this case I think its a message many brand would benefit from taking on board – how to respond to people on Twitter, or indeed how not to.

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Chief Not Listening Officer

The obvious - and rightful criticism - to the current fashion for Chief Listening Officers is that everybody in the organisation should be listening, not just one designated person or department.

But as this report suggests, Chief Listening Officers aren't really performing the touchy-feely task enshrined on their business card but instead bringing hard data-analysis skills to the torrent of online chatter about the brand. In fact, Susan Beebe - CLO at Dell - describes her job as building "complex queries."

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The Tragi-comedy of Customer Service

Guest Post by: Laszlo Kövari

Millions of stories have been written about bad customers service. It would be too easy to write another one, too easy to analyze the details, to pinpoint how they make all the mistakes that are logically possible to make and -with a twisted, reverse-creativity that defies “logic”-  even more.

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The Three Minute Rule to Better Understand the Consumer

Anthony Tjan shares:

While there are obvious ways to gain significant customer understanding, such as surveys and focus groups, some of the most interesting insights come from less direct analyses.

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Customers Are Talking: Retailer Zara Relies on Ground-level 'Specific Knowledge' to Forecast Sales

Andrew McAfee’s blog is a great place to learn about how businesses can gain competitive advantage by their use of IT. But yesterday he took a left turn and discussed business situations where data crunching is not helpful to decisionmaking, and I loved it.

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The Invaluable Stories inside Customer-service Calls

Much of the story work I’m familiar with involves asking people to tell stories about their experiences on a particular topic. I do some of this myself. But I’ve also done work with a completely different class of story. This story is created out of the spontaneous meeting of two people - a customer and a customer-service rep - over the telephone.

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Customers Are Talking: The Hot Line

Have you ever filled in a survey card in a hotel room? I haven’t either. But more times than I could count I have wanted to let a hotel know about something I liked about my stay or wasn’t happy about.

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Customers Are Talking: Dell Acts on Twitter Product Feedback

by: John Caddell

I was interested in this post from the NY Times Bits blog: “Dell Says It Has Earned $3 Million From Twitter.” Selling, after all, is one of the Five Archetypal Business Twitter Strategies.

But I was even more interested when I read this part of the post, almost a throwaway near the end:

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