Customer Feedback Process

Did you ever collect / compile lessons-learned during project close-out or a major project phase completion and then not apply or not actually help the organization learn from them? It happens - don't beat yourself up about it. What we shouldn't do is solicit feedback from customers without taking the opportunity to connect back with the customer in a positive way. ...

... "Gartner shows that while 95 percent of companies surveyed collect customer feedback, fewer than half of those bother to alert staff, much less inform their customers as to how their feedback was used. " ...

Via IQPC Customer Management: Gary Schwartz on Customer Feedback

Customer Sat Projects

Automotive service company involves customers in IT project that achieves measurable impact on satisfaction rates. ...

... "Carbrey cemented support for the project among clients by showing them prototypes during the development phase. They gave him more specific, targeted feedback than he ever expected ... " ...

Via Network World: CIO Focus