How is your organization engaging with negative customer feedback to turn it into a sales/marketing opportunity?

End-User Services & Collaboration Strategy & Architecture Process Management

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Senior Product Marketer in Software, 201 - 500 employees

Yes, it's an opportunity for both cross-selling and case studies.
We have a portfolio of products, so we might rethink the one that best fits the customer's use case.
Plus, the story of receiving feedback that helped us fine tune the product and use case definition reflects well on us as a software company.

, Self-employed

We have a social team that looks at social media responses and Google ratings and that type of thing. We also have a patient satisfaction team that looks at the MP MPR surveys and the MPs scores. And then we have our patient advocacy program. We have a new consumer experience team that will be working to bring these resources of feedback together. As a part of that we will partner to create a consistent service recovery plan to utilize that negative customer feedback.

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So many improvements in an organization depend on not just talking about change, but actually implementing change - specifically: - improving culture - especially at the individual level around owning and delivering on concrete goals or everyday processes - strong accountability - especially around tasking, outcomes and ownership to get-things-done - rising productivity - especially around digital-first and digitally-savvy behaviors like asynchronous work, and peer-to-peer knowledge transfer - continuous improvement in processes - especially via crowdsourced ideas for improvement becoming adopted by everyone - continuous innovation - especially in a way that's process-driven so that lots of ideas can go through a pre-designed funnel Which of the following are true, in your organization?

People & Leadership Strategy & Architecture Cloud +15 more

Accountability - There's no system for accountability - we just rely on people keeping their word33%

Innovation - There's a structured process to contribute an idea and see the eventual outcome and decisions53%

People - Our company finds it difficult to do any of the above33%

People - Laggards hold things back but certain people and teams make it happen31%

General - We find it difficult to do any of the above15%

IT - We are held back from most of the above by legacy systems and a dependence on IT24%

Processes and Workflow - We've reached a point where email, chat and documentation have been replaced with accountable tasking and repeatable processes17%

Processes and Workflow - We publish processes or documentation and try to keep it up-to-date13%

Something else (comments below)1%

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If you had a magic wand - what's the #1 daily business challenge you'd eliminate?

People & Leadership Strategy & Architecture Cloud +57 more

CTO in Software, 201 - 500 employees

Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.

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