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Colby Bock, director of customer success program delivery at ESG, takes customer feedback seriously. He tells a story about how he’d brag to customers that he reads every survey response. All of them. One customer decided to test Colby and wrote in the survey comments, “Hey Colby. If you’re reading this, tell me what the weather is like in Colorado.”
When Colby read this, he got a colleague to go outside with him and take a picture with the mountains in the background and emailed it to the customer.
Colby goes on to say that this customer was so impressed with this action, that he [the customer] told that story at every user conference for the next 3 years.
When I say, Colby takes customer surveys seriously, I mean it.
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