Bill Belew has raised 2 bi-cultural kids, now 34 and 30. And he and his wife are now parenting a 3rd, Mia, who is 8.
Japan is famous for customer service, for responding to customer feedback.
Question: Does America even know what it means to respond to customer feedback?
Or is daddy going through reverse culture shock again?
Never has it been more possible for customers to give real and instant feedback to a company.
In fact, companies consider it a best practice to follow what their customers are saying in the social networks.
There are iPads placed throughout some work and play spaces where the customer or user can give feedback on the day’s experience. Pop up windows ask if your question, problem was addressed immediately after your purchase.
But do people read this feedback?
Not in daddy’s experience.
Daddy sent an email via the instant iPad feedback thingee.
“Does anybody read this? I don’t see anything happening.”
“Yes, we read these. Please drop by and let’s talk next time you are here.”
“Drop by and see who? On what days?”
” ….” No answer.
Person to person feedback –
“These toilets are always trashed out, plugged up or don’t flush. I mean always. As in for the two years I have been coming here to this coffee shop.”
“It’s the same in the women’s room.”
That’s the solution to the problem? Empathy?
Have you ever had a good or bad response to your customer service feedback?