It is 5 times more expensive to find a new customer than to retain an existing one - and that also applies to your people. Giving your customers a mechanism to let them tell you how they really feel, shows you care, and allows you to make improvements where it really matters. How can we establish their views? A variety of approaches can be used depending on the customer, and what we want to establish, including:
What does your most important resource think i.e. your internal customer? Machinery does not get bored, tables don't have views, technology doesn't create a 'them and us'. Get a handle on your teams' views and show them you value their opinion. Some of the best ideas often come from the most unlikely sources.
Some customers complain, some suffer in silence, or many just vote with their feet - never to be seen again. Can you afford to lose customers?
|
Get it right internally first
- or paper over the cracks.
|
|
| 
