Implementing Customer Feedback

This is the third in a series to help you determine how to manage customer feedback where the first was, “Do You Know Your Customers” and the second was “What to Do With Customer Feedback“. After obtaining and analyzing your customer feedback, you will then need to develop an implementation plan that includes the customer feedback.

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Keep in mind that customer feedback is just one component that you can use to make improvements in your business and using it should be balanced with the other efforts that you take. As you develop your improvement implementation plan that includes your customer feedback, there are a few things that you might want to include.

• If a particular customer feedback can not be quantified or qualified, then you may need to either get it clarified or not include it. Remember that you need to include changes in your plan that would impact the majority of your customer service efforts.
• When creating an plan, it is important that you create a timeline of when you will do specific improvements.
• Make sure that you include tracking when you implement changes so that you can determine if an improvement is working.
• If an improvement is not working, feel free to reinvent it or to stop progress on it. Always keep in mind that you should have forward motion in place when dealing with progress.

Implementing customer feedback could mean that you would be working with many pieces of a puzzle and once you put them altogether that you could have a well constructed plan of improvement via your customer feedback.