Lately, I’ve been receiving an increasing number of customer satisfaction emails. Let me give you an example on how extensive this can get. After bringing my car to the dealer for maintenance I got three ‘small’ questionnaire requests via email to make sure I was satisfied. Initially, I only got one questionnaire from the dealer on how they performed, but soon after that I got one from the lease company too. Finally the third email came in with another questionnaire request from the car brand. All three would just take a couple of minutes of my time.
Remember the times when this kind of performance feedback on satisfaction was extremely simple? The baker around the corner would bake all kinds of bread you would buy on a regular basis. He noticed you were buying a different kind one day and he was sincerely interested in knowing why. Genuine attention. Where did we let this slide away? [Read more...]