What do you do with customer feedback?


The Columbia Tower Club is undergoing a major remodel this summer (they’re calling it a “reinvention”), and on the walls of the construction zone, they’ve been asking members a series of questions.

For example, what activities would you like your new club to offer? What food should we serve in the lounge? And on and on.

Most members assumed this was for feedback, but probably assumed they might not heard anything back.

But check out what the Tower Club management team did. Around the corner of a new set of questions, they’ve highlighted and mapped previous answers to written commitments of things they’ll be doing with the “reinvented” club. (click on the photo to expand and read the “answer” cards a little easier)

How often do you see feedback like this not only acknowledged, but followed? How often do you do the same for your own customers?