As I read the two headline stories, “Rosanne Barr’s Racist Tweet” and “Tesla Model 3 Breakdowns,” I was shaken by the incredible power of feedback. Particularly impressive to me was how the car manufacturer giant, in a matter of days, took what it learned from Consumer Reports and quickly recovered — solidifying a spot on the list of good cars to buy. Of course, in today’s fast-moving world, by the time you read this, both news topics will most likely be forgotten.
The underlying message that I want to share with you is how, in distribution, it is possible to fail to act on feedback. For instance, are you listening to and learning from your customers? Are you acting on what they’re saying? Do you keep them posted on the actions being made to improve their well-being?