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January 15, 2009
Flying goat milk
Considering how rarely companies ask customers for feedback, it's even rarer when they provide evidence of listening to feedback.
In this video post, we talk about Jackie's experience with a brand of goat milk (yeah, I KNOW) and how a label provided evidence of caring about customer feedback (and generated some word of mouth, at least on this blog).
Mentioned in this video:
Other blogs that reference Flying goat milk:
Those companies that I have worked with have mostly dealt with feedback by avoiding direct feedback and treat is as an argument, which must be won. The method to actively receive feedback has been feedback-link at the unlight basement of their website. If for some miraculous reason a lone feedback makes its way to office - people just tend to laugh for the ideas presented.
Amen! The truth is most companies assume they know too much. They don't take the time to really pay attention and then say to customers "we heard you!" We all need to feel heard.
One interesting example is TSA - of all organizations! On their blog, they admit that what they have heard from passengers "was not pretty" but provided insights into the experience of travelers. I personally have seen a small amount of improvement in the process. I hope it continues!
Great job, Jackie & Ben!
Holy goat! (Instead of "cow," get it? Har har) You mentioned me in the same breath as Scott Monty and Frank Eliason, one of my heroes. Thank you many times over; I'm honored to be included in this post.
My philosophy about reaching out to customers is this: treat customers talking about our brand in social media with the same respect and consideration we treat those who already opted into a relationship with us via one of our many customer communities. Looking at customer feedback through the framework of community, which we already value deeply as an organization, helps the entire org to focus on why feedback from any source matters: it helps us get better.
-Christine Morrison, TurboTax
This is great work guys.
I run a customer sat company and as you can imagine our mission on a daily basis to convince organizations to put methods in play to listen to the voice of the customer is quite a task.
Your work here has proven how engaging your community and handling the near real time expressions of satisfaction or dissatisfaction can reduce churn when business processes are adapted.
Thank you for this, I enjoyed it.
Congrats also on the Power 150 : )