Pondering the suggestion box


I wonder if the way that an organization handles customer suggestions is a good predictor of its long-term success. Suggestions come in many forms: written on a comment card, sent via email, or just spoken verbally to an employee on the front lines. It can be a huge task to make sure that all of these get reviewed and passed along to people who have the motivation and authority to act on them. However, I suspect that investing the time to take customer suggestions seriously — and of course, actually implementing the best ones — will lead to increased revenues in the long run.