Sorry I’ve been MIA on the blog lately. I’ve actually been out in the middle America for the past week helping create a brand ambassador movement. A lot of things happened that were inspiring, but I wanted to share one incidence in particular:

At one point we had four passionate customers in a room with the head of marketing and the head of PR for this company. And what happened was amazing: an impromptu, open, honest, conversation about the company’s products and services.

The employee’s eyes lit up when they heard the raw feedback because they realized that these customers really cared about their company and wanted to help in any way they could. And the customer’s eyes lit up because they realized that they were really being listened to. It empowered them. And everyone was excited.

Some companies only want to hear the good feedback. But the ones that are going to change their industries – and the world – are the ones who listen and then thoughtfully respond to the bad feedback.

We could all learn a thing or two from our customers.

This entry was posted on Friday, May 19th, 2006 at 5:10 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

Other posts by Spike.