Comments on: Rockin’ Customer Feedback: SuggestionBox.com

By: lady a.

lady a. — Sat, 20 Mar 2010 18:43:35 +0000

Great tool, hope it’ll work as planned.

By: Vern Masters

Vern Masters — Wed, 24 Dec 2008 18:08:23 +0000

In the category of "cool and simple tools that make a difference" I think suggestionbox is a clear winner. Although I had some trouble loading their site after I read this post, I'd like to say that I've been looking for this service for many years without even knowing it. For whatever reason, I've always ruminated about products and services I come into contact with and sometimes I come up with a really great idea that might benefit a company and its customers greatly. However, because of the fact that most companies don't listen to suggestions (and sometimes even have a policy of not taking unsolicited suggestions) I almost never have an outlet for them. Certainly the standard customer satisfaction survey isn't a way to get my ideas across, so I don't even try that route. Now that I know about SuggestionBox, though, no holds are barred. Thanks very much for this post.

By: Jeff Whitton, SuggestionBox.com

Jeff Whitton, SuggestionBox.com — Thu, 18 Sep 2008 21:14:31 +0000

Becky,

Congratulations on your post being included in the Top 250 Blog Posts – Advertising, Marketing, Media & PR http://www.spotlightideas.co.uk/?p=677

Thank you all for your kind words.

We are trying hard to create a win-win for companies and their customers.

We all benefit when companies improve, succeed, and thrive.

Jeff Whitton
Founder, CEO
SuggestionBox.com

By: Becky Carroll

Becky Carroll — Sat, 06 Sep 2008 15:16:42 +0000

Nathan, thank you for your comment. Yes, Christine shares that they have been using this kind of feedback with TurboTax, but I know they also do it on their B2B side. Many of SuggestionBox’s customers are also B2B. It is important to get feedback from customers whether they are commercial or consumer. Let us know if you want help or ideas on this!

Kristina, I agree, tools such as SuggestionBox are a key piece of understanding how to retain, and even grow, existing customers. I would recommend using many different tools in the listening process, as not all customers communicate in the same way. Let’s keep encouraging companies to listen to customers any way they can!

By: Kristina Evey

Kristina Evey — Mon, 25 Aug 2008 15:13:11 +0000

Who better to give feedback on your product or service, or the customer service, than your customers? They are your BEST focus group and research pool. They will give you candid feedback and it is priceless. The feedback that they give you should be carefully considered because they are telling you what your organization needs in order to retain them as customers. Tools like SuggestionBox are wonderful for companies to tap into the resource of the customer’s desires.

By: Nathan Poling

Nathan Poling — Fri, 15 Aug 2008 18:15:34 +0000

Christine:

This sounds like a great idea. I wonder if there is a way to adopt it to a b2b company. Thanks for the great post.

Nathan

By: Becky Carroll

Becky Carroll — Fri, 15 Aug 2008 04:52:24 +0000

Hi Priyanka, yes, it does seem pretty cool!

Joseph, thank you for your comment. Here are a few thoughts to your comment:

- If there are customers who are nagging and complaining, you can do one of two things. Watch them nag and complain all over the web, or invite them to “your house” to discuss the issues with you. I would prefer to have them come to me with any criticisms so I could help straighten it out.

- Often, once customers have a chance to air their concerns, additional actionable feedback is more readily shared!

I would recommend companies use many different tools to listen and respond to customers. SuggestionBox is a great start or a great complement to existing “listening posts”.

By: Joseph Young

Joseph Young — Fri, 15 Aug 2008 04:51:14 +0000

SuggestionBox harnesses the power of Social Media “viewer” and “participants” to create a viral website. I do have some concerns about excessive suggestions and how to pull true customer insight out of nagging and complaining.

By: Stephen Hampshire

Stephen Hampshire — Thu, 14 Aug 2008 08:50:44 +0000

Hi Becky,

This is really interesting. It’s probably the first “web 2.0″ idea I’ve seen that is genuinely useful for businesses.

The best bit, as BJ points out, is that communication is 2 way and customers can see what happens to their ideas.

I suspect only a handful of customers will ever use SuggestionBox, but it’s a great channel for motivated customers and a good source of ideas.

Stephen

By: Priyanka

Priyanka — Tue, 05 Aug 2008 06:01:13 +0000

Hi Becky,

Suggestion Box seems to be a great web 2.0 innovation to enable a better customer relations.

Priyanka
http://www.mahindrauniverse.com