• cxmatters

Don't be afraid of negative feedback

It’s amazing, especially in this day and age, that many companies – large and small, do not monitor customer feedback. Whether that’s online or via social media.

Why? Either because they feel they don’t need to, they don’t know how to go about it, or often, because they are afraid of what the reviews might say.

But think of those negative reviews as constructive criticism.

No one is perfect, no business is perfect and some of these reviews will actually give you a lightbulb moment and give you the chance to improve something that you may not even have thought of. Even those that know they’re offering a superior service.

Sometimes also, especially in larger organisations, the Directors or Senior Management team, may have a distorted view, maybe looking through ‘rose tinted glasses.’

Gaining feedback externally is preferable than doing it yourself. Why? Because it gives it credibility and impartiality. Running in-house surveys and reviews, especially if they are glowing reviews, will sometimes lead to the outside world to say: ‘well they would say that wouldn’t they?’. There have even been reports of some companies leaving fake online reviews on themselves.

It’s not just about gaining the reviews and feedback though, it’s what you do with it once you have it. Again, getting an external consultant will give you the advantage of an outsider looking in and analysing those results to give you a true reflection of the feedback.

As an external, independent and completely impartial consultant, I can help. Give me a call or drop me a message to discuss your needs. 07791973321

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