Temkin Group’s research shows that six out of ten large companies have a goal to be customer experience leaders within three years. That’s a lofty goal considering that only about one-third of companies earned at least a “good” rating in the 2013 Temkin Experience Ratings.
How can companies come close to achieving their ambitions? By following the golden rules of customer experience. We’ve all heard a version of the Golden Rule “do unto others as you would have them do unto you.” In a recent webinar, I translated that concept into The Seven Golden Rules of Customer Experience. Here’s a summary of the rules:
#7 – Only ask if you plan to act. Treat customer feedback as a limited asset; don’t waste customers time by asking survey questions that you do not plan to, or have the ability to, act upon. (more…)