Video tells more than words.
Here is a nice example how customer feedback solution can effectively be implemented as combination of brick&mortar and online environments.
Customers are equiped with multiple opportunities to give feedback at any time convenient to them.
Example of an effective method for collecting customer feedback by Taplause on Vimeo.
I am still test driving this service in my blog. Click it and let me know what you think about it.
Depending on business line you are working in, you and your colleagues hopefully meet occasionally customers. If you have larger amount of those meeting rendezvous and there are several others from your company participating, I suppose you get curious about what is the service experience given to customers. There are several ways to collect this feedback.
I think the most brilliant thing about approch from a startup called Taplause is the simplicity:
- just one click (or you can also collect contact information, if customers want you to return to them).
Other great thing is the multichannel approach:
- You can utilize it in physical location by locating QR-code to your brochure, menu or corner of your desk.
- Same QR-code (or link if you prefer) can be used in your web-site or mobile application.
I am just test driving this service in my blog. Click it and let me know what you think about it.
Having services virtualized into cloud does not take away nor decrease the need for service monitoring and management. Viceversa they are becoming even more important as cloud enviroments usually increase the ammount of external vendors operating around your infrastructure.
One way to tackle these challenges is to re-engineering of issue management. Escalation processes most propably need to be renewed and you need to clarify roles and responsibilities of your vendors to match new situation. Most important thing is to secure proper interaction between vendors.