Should you broadcast live customer feedback?


According to Charles Nardello, Hawaiian Airlines’ Senior Vice President of Operations, the airline gets very close to its customers by broadcasting real-time, unedited, unfiltered customer feedback to their employees:

“Rather than just monitoring social media separately, say through our marketing department, give our employees real-time customer reaction via a news ticker on the lower-thirds of screens and televisions in employee break rooms and crew lounges. We take this unedited, unfiltered commentary seriously and use it to adjust our service and nip problems in the bud as soon as they arise.”

First Direct took this concept to the logical next step [picture above].  They broadcast “live” summaries of positive, neutral, and negative customer feedback, acquired from online conversations, on their First Direct Live site.

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Insight, Customer Service. Bookmark the permalink.

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