Can you believe the new customer website has been up and running for a month already?
I was talking to the leadership team about it this morning,
and even though we did make some compromises due to time and budget, we delivered a great outcome for our customers.
Really? None of the customers I’ve spoken to recently have given it rave reviews.
They say our competitor’s website is much easier to use.
Is there any point saying something? My feedback usually doesn’t go anywhere...
I don’t want Phil to think that I’m questioning the decisions he and the leadership team made.
I mean, we’ve got performance reviews coming up.
But our customers are saying that our website doesn’t deliver the experience and functionality they expect.
It’s a competitive market; they could end up switching providers...
I need to say something.
Umm... Phil? I’ve heard that our competitors have a new website too.
Customers are telling me that they have better and simpler features than ours.
Are you sure? We got really great feedback during testing.
I’m hearing similar things...
Apparently our competitors released their site just after we did.
I think we need to listen to what our customers are saying.
Hmm not great news, but thanks for bringing it up...
I guess testing was done quite a while ago, and we did make compromises on functionality.
I think we need to start capturing some specific feedback,
and we’ll need to look at how we can factor that into the next round of changes,
which may mean bringing the release date forward, so I’m going to speak to the Leadership Team about that.
Let’s check back in when we have our next huddle.