3.1.3 Feedback loops

  1. How can you use knowledge of customer (i.e., your client) feedback with an internal organisational client (e.g., manager)?

  2. Why is it important to act upon the feedback received?

  3. Now that you have a good understanding of the communication strategy process, which feedback are you going to act upon?

1 - the needs analysis made me think differently about one of my client groups. I now need to communicate the insights gained to my business partner and management team. This will inform our re-purposing of the website.

2 - If you don't act on feedback, you do not address problems identified and nothing changes or improves. It’s not rocket science.

3 - I’m not sure about this. We need to speak to our clients more, and verify that the pressure points in their decision to engage us are what I think they are. I am interested in the buying experience, and how communication can support that.

Marcus Baumgart