Comments on: Tell 3000: The Voice of the Customer http://customersrock.net/2008/07/09/tell-3000-the-voice-of-the-customer/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Thu, 17 May 2012 17:52:55 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Becky Carroll http://customersrock.net/2008/07/09/tell-3000-the-voice-of-the-customer/comment-page-1/#comment-2392 Becky Carroll Tue, 15 Jul 2008 14:55:39 +0000 http://customersrock.wordpress.com/?p=532#comment-2392 Sybil, I have also used customer roundtables in the past, often part of a "customer advisory board" program. Building relationships is just as important as getting their un-edited feedback! I also like the idea of sharing the customers' words with others in the organization in a recording or transcript. Too often, I see customer feedback from these sessions "summarized" into key takeaways, and that is what is shared with others. When one does this, one loses the customer's passion and intention. Thanks, Sybil! Glenn, thank you for the link back! I like what you pulled out from Pete's discussion. Thanks for continuing the conversation. Sybil, I have also used customer roundtables in the past, often part of a “customer advisory board” program. Building relationships is just as important as getting their un-edited feedback! I also like the idea of sharing the customers’ words with others in the organization in a recording or transcript. Too often, I see customer feedback from these sessions “summarized” into key takeaways, and that is what is shared with others. When one does this, one loses the customer’s passion and intention. Thanks, Sybil!

Glenn, thank you for the link back! I like what you pulled out from Pete’s discussion. Thanks for continuing the conversation.

]]> By: Glenn http://customersrock.net/2008/07/09/tell-3000-the-voice-of-the-customer/comment-page-1/#comment-2393 Glenn Tue, 15 Jul 2008 02:25:35 +0000 http://customersrock.wordpress.com/?p=532#comment-2393 Thanks for the link, Becky. I blogged about it here: http://www.allbusiness.com/company-activities-management/operations-customer/11381941-1.html Thanks for the link, Becky. I blogged about it here:
http://www.allbusiness.com/company-activities-management/operations-customer/11381941-1.html

]]> By: Sybil Stershic http://customersrock.net/2008/07/09/tell-3000-the-voice-of-the-customer/comment-page-1/#comment-2394 Sybil Stershic Thu, 10 Jul 2008 12:09:35 +0000 http://customersrock.wordpress.com/?p=532#comment-2394 In addition to the usual listening posts (surveys, feedback from the frontlines, etc.), I encourage my clients to host customer roundtables to solicit customer input. This type of session is part focus-group, part relationship-building where the message is "we care about you and want to know what you're thinking. " And to spread the "voice of the customer" throughout the organization, key non-contact staff can be invited to observe (as long they won't become defensive about anything negative that's said), or a written transcript or audio recording of the session (made with the group's permission) can be shared with ALL employees, not just those with customer contact. Thanks for sharing Pete's idea in this post, Becky! In addition to the usual listening posts (surveys, feedback from the frontlines, etc.), I encourage my clients to host customer roundtables to solicit customer input. This type of session is part focus-group, part relationship-building where the message is “we care about you and want to know what you’re thinking. ” And to spread the “voice of the customer” throughout the organization, key non-contact staff can be invited to observe (as long they won’t become defensive about anything negative that’s said), or a written transcript or audio recording of the session (made with the group’s permission) can be shared with ALL employees, not just those with customer contact.

Thanks for sharing Pete’s idea in this post, Becky!

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