The Impact of Real-Time Feedback
Welcome to the 101st edition of “In Touch”. As always, I would love to continue the conversation so please hit reply and let me know what you think.
Story of the Week: “The Impact of Real-Time Feedback”
I recently delivered a keynote address in Budapest and, one day into my stay at the Kempinski Hotel Corvinus — with three days still remaining — I received an email from the hotel management. It wasn’t a survey or the usual feedback form — it simply asked: “Is there anything we can do for you?”
The email that I received from Kempinski Hotel Corvinus
Unlike most hotels that only seek feedback after check-out, this one took the opportunity to ask for mine while I was still there and they had time to address any concerns. This proactive approach left an impression on me and made me wonder: How often do we in business wait until it’s too late to ask this crucial question? How often do we only act after the customer’s loyalty has been tested — or lost?
The management of the Kempinski Hotel Corvinus weren’t looking for feedback to fix past experiences; they were prepared to enhance a current one. This real-time care spoke volumes about their commitment to gaining customer loyalty rather than mere satisfaction.
For business leaders, the lesson is simple: Do you ask your clients, “Is there anything more we can do for you?” while there’s still a chance to act? Real-time feedback leads to continuous service improvement and strengthens loyalty. When clients see immediate results, they’re more inclined to share feedback in the future, creating a cycle of trust and growth.
The same principle applies to your own team. Businesses that prioritise a positive culture and engagement should seek real-time feedback from employees, not just in annual or quarterly reviews. Addressing concerns promptly shows them that their voices matter.
The Kempinski Hotel Corvinus reminded me of a fundamental truth: showing genuine care when it still matters can transform a one-time interaction into a lifelong relationship.
Words of Wisdom
“Customer service means making it easy and fast for your customers to get the help they need — when and how they need it.” Steve Benson
A Question to Ponder, dear friend.
Have you offered feedback and seen immediate action being taken as a result? How did it make you feel?
I would love to hear from you.
