Is this how you handle customer complaints?
Here’s what Duluth Trading did when customers griped that some of their stuff didn’t cut the mustard. (Duluth brags about its tough products for women who work hard.)
Surprise, surprise! They acknowledged their shortcomings – AND they FIXED them! AND they TOLD customers about it.
Smart. Very smart.
(click to enlarge these images)
And here’s another one:
It’s bad if you don’t ask for feedback.
It’s worse if you get it and don’t act on it.
But it’s just dumb to ask for feedback and act on it – WITHOUT telling anyone.