...It's more than giving away free stuff!
Viewing customer complaints as an opportunity to learn and improve can reduce the number of complaints an organization will receive in the future. Establish a process that handles customer complaints in a way that resolves the issue while retaining customers.
Are your customers telling you how to serve them?
External customers want to feel valued and to trust you are providing the quality service based on their needs and wants. High performing leaders recognize the need to build feedback loops with external customers to inform service quality, improvement, and decisions that may affect service performance.
What does a focus group look like?
A focus group facilitator relies on a series of questions, to gather information about a specific topic. It is important to record all responses offered by the group. In this video, the facilitator uses questions, probes, and a white board to capture relevant details from participants.
Does your organization open up on social media?
People use social media to connect with others and stimulate conversations. In time, organizations have recognized the many benefits of using social media to humanize their brand and connect with their communities. Why should your organization consider using social media to increase transparency?