Don't Rant the Review

What this episode covers

Feedback is a gift. But it is also important to understand the impact of what we say and how we say it. Join CH this week as she explores how to be helpful and constructive when leaving reviews or providing critical feedback rather than being vitriolic and vengeful. Drawing from her own experience working as a Voice of Customer analyst, CH shares why it’s crucial to give feedback that promotes growth and improvement, and how to balance criticism with kindness so as to communicate effectively and make a positive difference. Show Notes - The 80/20 customer feedback rule CH talks about is a variation of the Pareto Principle (https://en.wikipedia.org/wiki/Pareto_principle), where the majority of customer feedback is often only coming from about 20% customers; and, those 20% of vocal customers are identifying 80% of the issues or concerns (sometimes constructively, sometimes not).