The time of year is upon us when we will be bombarded with “year in review” lists. Over the next few weeks we will be talking about the biggest stories of the year. Some of the top ones that come to mind include the inauguration of a new President, the continued economic crisis, the concern over H1N1, the death of Michael Jackson, and most recently the embattled Tiger Woods. Then, of course, there were the stories that just seemed to get more and more outrageous such as “Octomom”, the Gosselins, and the “Balloon Boy” hoax. Whereas there is a lot of fun in reminiscing about all of the events of the past year, hopefully there are lessons to be learned as we reflect on the good, the bad, and the ugly.
What does the year in review look like for your organization? How effective were you in being customer focused? If you were to create a year in review list for your company, how would you answer the following questions?
· What was your biggest success in using customer feedback to improve customer relationships?
· What was your biggest disappointment in delivering optimal customer experiences?
· What was the biggest surprise you learned from listening to customers this year?
As you reflect on the past year, think about the ways in which you can communicate back to customers the lessons you have learned from them. This will demonstrate your commitment to listening to your customers and using their feedback to improve their experiences.
Vice President, Client Service