“We’ve been telling them about this packaging issue for months, but nothing ever changes.”
How many times have your customer service agents muttered this phrase after handling the same complaint for the 100th time?
I hear this bottleneck often when speaking with potential clients – especially CPG brands.
To fix the feedback silo problem, build these 4 bridges:
- Develop standardized categorization systems with product-specific tagging.
- Establish cross-department feedback teams with weekly rapid reviews.
- Integrate feedback technology with AI-powered pattern recognition.
- Create closed-loop verification that confirms when product changes address customer concerns.
It’s ok for feedback breakdowns to happen occasionally. You can learn a lot in these moments about your product, teams and operations.
But if they happen all the time, that’s a system failure.
So if you hear “we’ve been telling them about this packaging issue for months, but nothing ever changes”, it’s time to start building these bridges – and fast.
Source: LinkedIn – Neal Topf
About the Author: Neal Topf
Neal Topf, a seasoned contact center expert, is dedicated to transforming customer experiences. With years of industry wisdom, he guides businesses to excellence. His articles provide actionable insights for live answering, tech support, appointment scheduling, and implementing automated services, ensuring unparalleled customer experiences and operational efficiency.
