Death of the Feedback Loop
The world we live in today is an odd one. These days, the amount of customer feedback that loops through your pre-defined customer service feedback channels have declined. Good news? NO.
Smartphones have made it so much easier to snap a pic, take a video and people do this very organically. What with 1.8B photos uploaded everyday, it’s not surprising. The proliferation of Social Media into our daily lives have also made it easier to complain, to rant and to demand for change.
People these days don’t actually go to your website, fill up a feedback form. Hell, even with the form and a pencil at every table, you’ll find kids using it as drawing paper to keep entertained (that is if their parents don’t already shove them an iPad or a tablet). They turn to social media to complain, to rant (yes your employees too) and occasionally say wonderful things about you. And we know this because we do it too. This can result in legal implications, human resource, customer satisfaction, brand loyalty, and so many other areas.
This is happening, people, in every imaginable company, for almost all categories that requires services — human or otherwise. If you’ve not thought about it before, social media listening and an action plan or process to address the complaints or rants has never been more important.
