While at Whole Foods some time ago, I noticed this Customer Comments Wall as I was waiting at the cash register. I was quite impressed by it for a few reasons:
- The Customer Comments wall included both good and bad comments. This represents a very transparent approach – an approach that is open and honest, has a way of creating a culture that is driven to improve on behalf of the customer.
- This type of openness creates an environment that is also good for employees – when employees feel like they are heard, then they in turn will also listen to customers. In general, happy employees means happy customers.