Beware the automated "How did we do?" trap!
One of the downsides of technology is that automation can be so easy that we wind up annoying our members and customers rather than helping them.
Case in point: I recently purchased tickets for a Broadway show via StubHub. The day after attending the show, I got an email from StubHub asking me "Tell us how we did!"
Tell you how you did?!? You sent me the tickets and they worked. Isn't that what's supposed to happen? I mean, what else can we say about this transaction?
With automation, it's easy for StubHub to follow up and ask me the question. But the problem is, EVERYONE is doing this. So every time I buy anything from anyone, I get an automated survey asking me for feedback. So what do I do, every single time? I delete the email.
Which is exactly what your members do.
I'm not suggesting you not ask for feedback from your members and customers. But I am suggesting you consider how and when you ask for that feedback. An automated email is almost certain to be ignored.
Wes's Wednesday Wisdom Archives
Experience is the best teacher
Experience is the best teacher Experience is the best teacher. Every one of us has […]
Don’t ask for what you don’t need!
Don’t ask for what you don’t need! Recently I received a bill from a doctor’s […]
It is never done – so celebrate!
It is never done – so celebrate! A client of mine recently had their official […]
MDR (Minimum Data Required)
MDR (Minimum Data Required) I’ve written about minimum viable product (MVP) in software development in the […]
Simpler and Faster is Better
Simple and Faster is Better Earlier this week I was fortunate enough to attend a […]
Patience and grace
Patience and grace A past client of mine recently told me: “You inspire confidence and […]
Sometimes you just have to try it and see what happens
Sometimes you just have to try it and see what happens The single greatest key […]
Training and testing
Training and testing I’ve written before that the best form of training follows this process: […]
How to save a “failing” project
How to save a “failing” project It is not unusual for me to receive a […]
How to avoid the “IT black hole”
How to avoid the “IT black hole” Going all the way back to my days […]