Wow!
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1. They must have gotten absolutely beseeched with “feedback” to reverse course like this.
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2. Bravo to Delta for having the guts to change their mind, and for doing so very fast.
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3. Why didn’t they run this by a customer advisory council first, which would have saved a whole lot of trouble and egg on face. This is a lot of egg. This is "omelette on face?"
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4. What I love most about this is that it signals to all Delta customers that indeed feedback MATTERS.
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Just about every company sends out some kind of survey to customers...
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And then what happens?
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Does anyone read them?
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Are changes made?
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And even if they are, it’s rare that customers KNOW their feedback made an impact.
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So while this isn’t a great week for Delta, I believe it will actually create more and better feedback from customers like me (and you?) going forward, because now we have evidence that it can actually make a difference.
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Don’t overlook the power of this technique in your own business.
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If a customer has an idea or a criticism that you act upon, don’t hide that fact, celebrate it and communicate it to ALL customers.
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It’s an important cue that you care and that you’re actually paying attention.
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What do you do with customer feedback in your business?Â
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Reply and let me know. I'll feature best ideas in The Baer Facts, and send you some $JAY coin, too.