Customer and Employee Criticism: Your Leverage Tool for Growth

Quelle: eglobalis.com

Although there is often a negative perception when it comes to receiving criticism, the truth is quite different. It can be a very positive gift to your organization and can serve as a key tool for listening to your employees, partners, and customers – regardless of which sector you’re in, or the type of product or service (digital or physical experience) you offer. Criticism is beneficial … if you use it to improve and grow.

The fact that someone is taking the time and energy to express their dissatisfaction or frustration is something that should be appreciated by your organization, even though it’s not always easy to think of it in those terms.

In this article, I examine how your company can learn to use criticism to improve your customer experience, so that your business can grow. But first, let’s look at some of the reasons – beyond frustration – that generate criticism from customers.

People are busy. If they are taking the time to criticize something, you need to make sure you are listening. There are four initial potential cases that can generate criticism from customers:

He/she cared, and your organization didn’t.

People provide criticism when they care about the company or its product/service, but they don’t feel like the company cares for them. This is valid both for employees and for customers. The consequence often is higher customer churn or lower employee retention.

Mehr…