The Blog Watcher writes...

The blogosphere is where it's at you know. In every issue we recommend a recent PR-themed blog to check out and comment on. This week's recommended blogger provides some feedback on Tesco's online feedback facility, a page on the supermarket's corporate website which also includes information on the company's current battle with the Competition Commission.

From GoodcopyBadcopy: Too much talking and not enough listening

“Dear Tesco

Phew! I couldn’t find you on Twitter so I’m using this website to talk to you. It took me a while to find, actually, because I started off going to the website where I do all of my shopping. Luckily, my daughter, who works in something called “communications”, told me to try something called your “corporate” website. I’ve no idea what that means but I followed her advice. When I got to this site, I just happened to click on the “Talking Tesco” button and, well, here I am!

I’m glad that you believe passionately that customers have benefited in so many ways from the intense competitive rivalry in this industry.

I’m also glad that you know from the feedback you get on a daily basis that many customers like the products, prices and service in your stores. It’s great, too, to know that customers also tell you when you don’t get it right – but you do listen and respond to concerns.

So thank you for asking me for my views!

It’s great that this is my chance to have my voice heard because I wanted to have a word with someone about your new range of ready meals. Sorry, I was talking about ready meals – why are you banging on at me about some Commission?

Oh, I see, it’s something called the Competition Commission. Who are they, then? Apparently my email will go direct to them too – do they make ready meals? And do they capitalize their name or not?

Oh, don’t worry, I’ve just spotted the “Contact Customer Services” button at the bottom of the page. I’ll email them and hopefully they’ll get back to me in a week or two.

In the meantime, I’ve also just spotted the link marked “Listening” at the top of the page, so I’m going to take a closer look at that page, which is all about how your success is based on listening to your customers. I’m looking forward to reading all 1,017 words about how your strategy of listening and responding has been successful.

Toodle pip!

A loyal Tesco customer”

For this blogger’s more explicit tips on taking customer feedback, check out the full blog here

Posted Tuesday September 8 2009