Listening to criticism is not necessarily one of the most pleasant things - especially when it comes to your own company, in which you invest all your energy and heart and soul every day. But even if critical words hurt at first, they are nothing more than a good opportunity to become even better. So instead of feeling attacked and immediately going on the defensive, you should listen very carefully and take criticism, however unkindly it may be worded, as a valuable stimulus.

Basically, nothing can happen if you ask customers for their honest opinion: it is precisely those who have already turned away or are about to do so who can provide the best input. They pave the way to eliminating the reason for this and thus prevent further losses. Those who have already lost customers may even come back - if only to see whether their criticism has been heard.

Always keep in mind that if one customer expresses criticism, many others have probably already thought the same thing without speaking up. It is therefore a good idea to take every single one seriously and seriously.

Of course, not everything that is criticized can and must be changed immediately. It would be the wrong reaction to get carried away. Simply ask yourself soberly to what extent the criticism is justified - was it perhaps a human error, was it due to the mood of the day or circumstances beyond your control - or is the fault actually in the system? Some shortcomings can be rectified very quickly and easily - it's just that no attention has been paid to them so far.

INNOVATION ≠ REINVENTION

The topic of innovation is often associated with mechanization and major, groundbreaking changes. However, the application of new ideas and technologies is not innovative per se, but should rather be seen as a means to an end: Innovation does not mean turning the entire company inside out and constantly reinventing itself. Innovation is a matter of attitude and, at best, takes place continuously: Don't let anything "grind in", don't NOT question anything, always be ready to optimize.

Innovation requires a willingness to reflect: to face criticism openly and willingly and to constantly question the status quo.

Take targeted, data-based steps with myBRAND

myBRAND is not a satisfaction survey, but asks very specific questions in order to gather impulses and strengthen the brand at all levels. Negative criticism is part of it, but in hundreds of myBRAND surveys, it has never happened that a company has been predominantly criticized - quite the opposite: when reading the comments, the clients are often really touched by what customers and guests perceive and which details they find special. While in everyday working life it is mainly complaints that are brought to you, a survey of this kind is a very good way of establishing their proportionality.

Side effect: customer recovery

myBRAND is not based on representative samples, but tries to involve as many people as possible: Regular customers, new customers, not-yet and not-yet customers and those who have not been seen for a long time. As a result, myBRAND also has a reminder function without a superficial advertising intention: it signals appreciation and interest, and incidentally reminds respondents of the "magic moments" they have experienced, thus rekindling their longing.

Side effect: employee involvement

The ability to innovate comes from within: Innovation can take place within a company if employees think ahead and think ahead. However, they must also be allowed to do so. myBRAND encourages employees to contribute their experience, expertise and ideas and thus play an active role in shaping the company.

"Creativity is when something occurs to you when you notice something." (Gerhard Uhlenbruck)