Every day your company is doing its own customer satisfaction survey. Every call that comes into your company is full of information to allow you to delight your customers, stop customer problems in the bud, and cut down on your customer service costs. Do you have a mechanism in place to ensure you are on top of the latest results? If not, you are missing a great opportunity.

You could be missing input for the next great product feature, a heads-up that there is an error in your software product that could be quickly fixed, or feedback on something your competitor is doing. And all from a great source, your customer.

Similarly, the hospitality desk of your conference is a great place to take the temperature of your meeting and make instantaneous adjustments. Are the participants confused about the meeting schedule? Are multiple queries coming in about a session? Did you forget to plan for lost and found items? Gather the information quickly and adjust right away.

Make sure you are always checking with your first line of customer service to monitor trends and adjust your plans. It’s the difference between a C grade and an A+ from your customers and shareholders.

Gillian Parrillo
The Sacramento Executive