The world feedback

feedback, responsibility
How many times do we ask our customers for feedback but refuse to see the feedback in the world around us? Let me explain. What is really doing our work in the world? How is it helping to make the world a better place?  What is our contribution?   Nestlé has been the object of boycott campaigns in Europe, the US and Canada since the seventies. Different groups have accused them of unethical practice in their promotion of infant formula in developing countries. The campaigners maintain that access to clean water is not possible in most of these countries, and mothers do not have access to the sanitation standards required to prepare the formula in safe and hygienic conditions. Once they have started giving the formula in hospitals, breastfeeding becomes…
Read More

Your customer is not right

customers, feedback
Sometimes we fall into the trap of wanting to be who we think our customers want us to be. We listen to our customers, we conduct surveys and focus groups, we gather feedback and we conclude that our business should evolve in a different direction. Giving and receiving feedback is an art, just as knowing what to do with it is. When some customers at your vegan cafe ask for beef sandwiches as an option for lunch, when some of the feedback you’re collecting from your slow fashion business reveals that some customers would love more collections per year at cheaper prices, when people who attend your women-only gym would love men to be included in the classes, you don’t necessarily need to follow their advice.  Knowing who you are…
Read More
Please rate your experience of the service provided by Jamie

Please rate your experience of the service provided by Jamie

Business, customer service, feedback
When a teacher asks a class of 150 first-year students a question, it’s unlikely that she’s going to get an answer. You need a lot of courage to raise your hand. There are many reasons why people don’t dare to ask. These are some: They feel terrified about asking a question in public. They’ve had a bad experience before. They can’t think of anything interesting to say. They want to grab lunch. They’re not interested. When we ask our customers for feedback, similar processes are happening.  Asking for feedback requires courage, and providing it should be a generous and honest exercise of caring.    Messages like  ‘Please rate your experience of the service provided by Jamie’ are not about feedback and customer service, they’re about ratings, giving points and rewarding…
Read More