As we head into 2010, many people will look back and reflect on the past year. The media helps in the reflection process, providing lots of “Top 10 lists.” The most comprehensive list I have seen is Time Magazine’s The Top 10 Everything of 2009. There are lists of movies, pictures, sports moments, and awkward moments. There are lists of the best websites, the best television shows, and the best inventions.
The end of year just seems like a good time to take stock, to reflect on what went well and what didn’t work out exactly as expected. You might reflect on whether you have achieved your target fitness level, or trained to run a marathon in a certain amount of time, or spent more quality time with your family, or read a certain number of books. After reflecting, a logical next step is to make resolutions for what you want to do differently in 2010. What habits will you change? What things will you stop doing? What will you start doing?
Similarly, this is a good time to take stock of your Customer Feedback program. You might reflect on the actions you have taken this year. What initiatives have been put in place? What has worked well, improving the customer experience? What efforts stalled? Why? Given what you know about your customers, what habits should you change in 2010? What should your team stop doing? Or, start doing?
With any good resolution, it is important to keep your goal measurable and achievable. For example, if your goal is to ensure all account teams have easy access to customer information, then consider making Walker Link available to all account managers.
2010 Resolution: Take action on customer feedback!