New PlanetFeedback Focus Group Program Puts Consumers in the Company Seat

 

PlanetFeedback, one of the web's oldest and most active consumer feedback portals, today announced the creation of a new initiative entitled "I'm The Head of Customer Service - Here's What I Would Do".

It's clear from letters posted on the site that consumers have a lot of problems with how brands manage relations with consumers; ranging from customer service to product quality.

The program dips into PlanetFeedback's vast reservoir of outspoken and often critical consumer opinion. It will help companies and consumer affairs professionals better tap into the expertise and suggestions of engaged consumers.

Each week, three focus group questions will be posted on the site and users will volunteer solutions and feedback as if they were the head of customer service, in charge of the situation.

"When it comes to problem-solving, our active user base has no shortage of suggestions and recommendations; most of which are absolutely spot-on," said Greg Brummer, PlanetFeedback's general manager. "We also want to send loud and clear message to the top customer care folks out there: your most vocal consumers are your very best friend when it comes to helping your brand. Even the complainers have a world of input to offer companies."

The first focus group,held last week, dealt with a very demanding Best Buy customer. Users were asked if they were Best Buy's customer service head, how would they respond to this customer's demands?

Last week's topic concerns the fast moving Taco Bell e coli crisis. Users offered suggestions on how best to manage the public relations aspect of the matter as well as actually dealing with the outbreak itself.

Next week's topic will cover Best Buy's new "flextime" program for workers.

"We see this as great opportunity for companies to stay on top of emerging consumer opinion," Brummer said. "Who knows? Maybe they'll even get an actionable idea or two."