Wow!

 

1. They must have gotten absolutely beseeched with “feedback” to reverse course like this.

 

2. Bravo to Delta for having the guts to change their mind, and for doing so very fast.

 

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?"

 

4. What I love most about this is that it signals to all Delta customers that indeed feedback MATTERS.

 

Just about every company sends out some kind of survey to customers...

 

And then what happens?

 

Does anyone read them?

 

Are changes made?

 

And even if they are, it’s rare that customers KNOW their feedback made an impact.

 

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.

 

Don’t overlook the power of this technique in your own business.

 

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.

 

It’s an important cue that you care and that you’re actually paying attention.

 

What do you do with customer feedback in your business? 

 

Reply and let me know. I'll feature best ideas in The Baer Facts, and send you some $JAY coin, too.

My friend David Meerman Scott is at it again. 

 

He just released the EIGHTH edition of his seminal book: The New Rules of Marketing and PR.

 

This heavily-revised version includes coverage of all the newfangled stuff like TikTok, social audio, and AI-powered marketing.

 

David is a fantastic thinker, and his books are exceedingly practical and easy to use. It's why The New Rules has been translated into 29 languages, and is the de-facto text book for like one billion college courses. 

 

Highly recommended! 

Jay's Faves

You may remember in the last issue I talked about my growing squirrel problem at my new house.

 

Problem SOLVED!

 

Like most people from Iowa, squirrels can both taste and uniformly dislike spicy flavors. 

 

Birds have uneducated palates, and cannot taste spice at all. 

 

We got some of this bird seed that has chili powder or something mixed in, and the squirrels stay away like they accidentally ordered five stars hot at a Thai restaurant. 

 

Birds just shrug their wings. 

 

Now Hear This

I recently talked about the impact of customer care on retention and advocacy on the Digitally Irresistible podcast.

I was also recently a guest on the Business of Marketing podcast. 

There, we discussed what makes a great B2B podcast (I’ve created more than 1,000 episodes across more than a half-dozen shows). 

We also talked about personal branding in B2B, and that B2B doesn’t have to mean “Born 2 be Boring”!

 

Additionally, I was a guest on Banking on Digital Growth with James Robert Lay, where we discuss how to maximize your growth potential.

 

The Place to Be

One of my very favorite events - Social Fresh - is back in-person, next month in Charlotte.

 

Virtual options also available.

 

Tons of great speakers talking about how to succeed with brand-side social media, and the latest trends. 

 

It's a more intimate event with outstanding content. Highly recommended. 

 

Use code JAY15 to save 15% on registration. 

 

Tell a Friend

If you like The Baer Facts, please share it with your friends. Send them to TheBaerFacts.com.
 

And don't forget, all new subscribers receive 5 $JAY coin - my very own crypto-currency. 
 

To get your own $JAY, just reply to this email and ask me.
 

Thanks! I'll be back in your inbox in two weeks.