Talk more, and more openly, with your customers.
There’s been quite a bit of blog buzz about the new GM Blog. In this post, they acknowledge apparent customer concerns. Seems like GM is making a good effort, particularly for such a large company. Time will tell if the GM Blog ends up being perceived by customers as being open, helpful, and genuine.
It may not always be easy, but the more real conversation we engage in with our customers, the better.
Think about your business. Are there effective and user friendly vehicles that internal and external customers can use to reach you and speak their mind? Do you have a way of respondng to questions and concerns quickly and effectively (and I don’t mean taking weeks to answer a mailed letter)?