Walk the walk. Or don't talk the talk.

Posted by Jaan on November 18th, 2009 | Add your comment

A large number of companies claim that they listen to their customers and adapt their service or product accordingly.

Usually this is, in my personal opinion, complete BS.

If company X claims that my feedback helps them run their business, shouldn’t they – as a logical next step – make it even easier for me to speak with them in the future?

Hmm, let’s see… Yes, yes they should.

But neither the coffeehouse I sometimes visit or one of the shops downtown that I like, both of which are very “you”-focused, are known for listening to their customers. Possibly even the contrary.

So dear java joint, if I helped you create, say, coffee blend X, then give me a direct line to your Coffee Master. I want to hear what he thinks about the other suggestions he received, which ones he is trying out, what drives him and so on.

The selection in the clothing shop has been curated after my needs? Lovely, can I speak to the shop manager? Oh, “policy is to direct all customer queries to our automated feedback line”. Really?

Live up to your claims. Or shut up. Please.