BASICS

1.    TAKE THE TIME TO GET IT RIGHT

                    a.    This should be discovered, and not rushed

Hardly a day goes by without people talking about the importance of gathering customer feedback.

·         Believe that good products and services will sell themselves: you don't want to get tied up in all that messy selling business

Orange are definitely trying to be 'GREAT@ at customer service: and this was recently announced as the most important competitive advantage their business could gain. 

It is partly working: when you speak to their reps, they are courteous and VERY helpful: and it's very good ... but, as a new customer, I can tell them that there are still a LOT of gaps and issues.

Or, at least I could tell them if they'd let me.

There's much shouting about how 'unfair' Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight. Here goes:

> It's not 'unfair' everyone has the same issues!

> If you get it right it's free worldwide advertising for a little bit of effort, what on earth is anyone moaning about?

This is so often the case.

I suggest you do more than this if you want to spend time and money on customer feedback (and you MUST do this in 2012 to survive). Here's my short tips:

1. You don't want 'satisfaction' you want 'loyalty' and 'engagement' resulting in repeat sales, up sales and referrals

WHY?

Because they’re awarded by ‘experts’ : NOT by customers!