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Idea: Document complaints and negative feedback and take action on root causes to prevent similar issues from happening again.

Details: For example, over the next thirty days, document each and every single negative complaint that rolls in. While some fancy help desk software is nice, even a simple Google Doc will do.

At the end of the month, get together department heads including Marketing and Communications (or whoever is at the frontline for social media), your Operations and Customer Support, and work through each issue one by one to identify which are random one-offs, which are systematic, and what you’re going to do about it.

This may give your team new insights into product enhancements or if something is broken. Depending on your business, you may want the feedback loop to be more frequent than monthly.


例えば、次の30日間、クレームをすべてドキュメントにまとめます。カスタマーサポートソフトウェアやGoogle Docを利用するのもいいと思います。



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