Comments on: Customers are talking: The Hot Line http://caddellinsightgroup.com/blog2/2009/06/customers-are-talking-the-hot-line/ A wide-ranging discussion of important business-related matters, such as innovation, risk, understanding customers and managing groups Wed, 03 Mar 2010 16:10:33 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: Customers Are Talking » Blog Archive » Customers are talking: companies are investing in customer satisfaction, and it shows http://caddellinsightgroup.com/blog2/2009/06/customers-are-talking-the-hot-line/comment-page-1/#comment-864 Customers Are Talking » Blog Archive » Customers are talking: companies are investing in customer satisfaction, and it shows Tue, 28 Jul 2009 18:07:19 +0000 http://caddellinsightgroup.com/blog2/?p=1331#comment-864 [...] posts: The invaluable stories inside customer-service calls Customers Are Talking: The Hot Line Using values: connecting deeply with [...] [...] posts: The invaluable stories inside customer-service calls Customers Are Talking: The Hot Line Using values: connecting deeply with [...]

]]> By: Customers Are Talking: The Hot Line « Lancashire and Blackpool Tourist Board’s Blog http://caddellinsightgroup.com/blog2/2009/06/customers-are-talking-the-hot-line/comment-page-1/#comment-829 Customers Are Talking: The Hot Line « Lancashire and Blackpool Tourist Board’s Blog Fri, 26 Jun 2009 13:02:22 +0000 http://caddellinsightgroup.com/blog2/?p=1331#comment-829 [...] Post: http://caddellinsightgroup.com/blog2/2009/06/customers-are-talking-the-hot-line/ thanks Sarah [...] [...] Post: http://caddellinsightgroup.com/blog2/2009/06/customers-are-talking-the-hot-line/ thanks Sarah [...]

]]> By: Wim Rampen http://caddellinsightgroup.com/blog2/2009/06/customers-are-talking-the-hot-line/comment-page-1/#comment-825 Wim Rampen Thu, 25 Jun 2009 00:55:52 +0000 http://caddellinsightgroup.com/blog2/?p=1331#comment-825 I actually do fill out the forms and I also fill out the questionnaires I get from <a href="http://booking.com" rel="nofollow">booking.com</a> (I find myself booking most hotels there actually). I do think they deserve the feedback, but I question too if they ask the right questions.<br><br>Almost none of the feedback-forms do have questions that relate to the Customer Experience. As if these companies do not know what drives a good Customer Experience. It would help them if they dive into this. Forrester's Bruce Temkin blog would be a good starting point:<br><br><a href="http://experiencematters.wordpress.com/2009/06/06/hampton-inn-delivers-best-hotel-experience/" rel="nofollow">http://experiencematters.wordpress.com/2009/06/...</a><br><br>I would be interested to learn how Hampton Inn collects its feedback and what the questions are they ask their customers.<br><br>Like your suggestion too, yet offering $ 25,-- would not be the right way. It may strike customers as a bribe. Using a toll-free number would provide customers with an easy way to provide feedback. That should be enough. Maybe you only get the bad ones, but that's also where you get the good feedback from. I actually do fill out the forms and I also fill out the questionnaires I get from booking.com (I find myself booking most hotels there actually). I do think they deserve the feedback, but I question too if they ask the right questions.

Almost none of the feedback-forms do have questions that relate to the Customer Experience. As if these companies do not know what drives a good Customer Experience. It would help them if they dive into this. Forrester's Bruce Temkin blog would be a good starting point:

http://experiencematters.wordpress.com/2009/06/...

I would be interested to learn how Hampton Inn collects its feedback and what the questions are they ask their customers.

Like your suggestion too, yet offering $ 25,– would not be the right way. It may strike customers as a bribe. Using a toll-free number would provide customers with an easy way to provide feedback. That should be enough. Maybe you only get the bad ones, but that's also where you get the good feedback from.

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