How to Get Satisfaction

Posted by John Todor on February 8, 2008

2 comments | 2147 reads

Simple—go to http://getsatisfaction.com.

This is a site where people to learn how to get the most from products and services, and for companies to get real feedback from their customers.

People get satisfaction by raising issues they have with products or services. Other people who have had experience with the product can respond and help out. It might be explaining how to get a product to work, or it could be sharing a strategy for getting an issue resolved with a company.

It is not just a place to vent. The focus is on getting satisfaction as in getting the expected mileage out of a product or service.

Peers helping peers is a big part of the appeal but it is also a way for companies and customers to connect. By going to getsatisfaction a customer doesn't have to go through an automated call center and wait your turn just to talk to an outsourced person. Many companies monitor the site, listen, learn what's on their customers' mind and try to help out. Its public so ignoring customer issues won't make them go away. That's why savvy companies register with getsatisfaction and assign people to stay on top of customer issues.

This site is like a hybrid between an ombudsman and a self-organizing independent users group. I expect we will be seeing more sites along this line.

John Todor

John I. Todor, Ph.D. is the Managing Partner of the MindShift Innovation, a firm that helps executives confront the volatility and complexity of the marketplace. We engage executives in a process that tackles two critical challenges: envisioning new possibilities for creating and delivering value to customers and, fostering employee engagement in the innovation and alignment of business practices to deliver on the new possibilities. Follow me on Twitter @johntodor

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Daryl Choy

February 10, 2008

UPOD

John

Thank you for sharing.

I always think that there is this simple formula for satisfaction: UPOD (not iPod), which stands for under-promise and over-deliver.

But then, is UPOD the best way to deliver satisfaction? Why firm has to under-promise first? To set lower expectation for customers so it can then over-deliver? However, it may not work in the long run, because customers may realize the pattern of UPOD.

UPOD is about creating surprises. The question is, how to create surprises besides UPOD?

Daryl Choy, the founder of Touchpoint eXperience Management, helps firms make a difference at every touchpoint. Choy can be reached at wisdomboom.blogspot.com.

John Todor

February 11, 2008

Daryl, Under promising and

Daryl,

Under promising and over delivery makes sense with one major caveat, that is, the company delivers what the customer expects and values. Unfortunately, many companies are not clear on what customers value and how they extract value.

Studies by Bain and Associates indicate that 80% of Companies are during a good job serving customers but only 8% of customers agree. Getsatisfaction is a third party vehicle for companies to see where the disconnect occurs, that is, if they listen.

John

John I. Todor, Ph.D.
Author of Addicted Customers: How to Get Them Hooked on Your Company

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