January Letter from AMADC Board President, Doug Reed
We can only fix the problems we know about
Since joining AMADC in 2009, I’ve met and been inspired by so many outstanding marketers – Peter Corbett of iStrategyLabs, Jason Seiken of PBS, Paul Palmieri of MillennialMedia, Rob Whittle of WilliamsWhittle, the list goes on and on – and have learned something from each of them.
Another person I met through AMADC and subsequently learned a great deal from is John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC). John literally wrote the book on strategic customer service – you can look it up here – and one of the most important things he taught me is the importance of knowing what’s driving your customers crazy. In John’s work with some 1,000 clients, he has encouraged them to communicate clearly and directly to their customers - on invoices, in emails and via other channels - that “We can only fix the problems we know about.”
As you know, AMADC recently sent out its member satisfaction survey and the intent of the exercise was to learn which problems we need to fix so we can provide the best experience to our members. Having recently closed the survey, we are currently analyzing the results, preparing to take action in a deliberate and thoughtful way that takes full advantage of this once-a-year opportunity to hear from all of our members. I look forward to reporting back to you in the upcoming months as we work through the problems you’ve let us know need fixing.
If you didn’t fill out the survey or have an issue or suggestion for AMADC that you didn’t mention in your survey response, feel free to send me an email now with your input. While I can’t promise we can do everything you ask, we’ll at least read and consider every bit of your input.