In the early days at RedBalloon we got so many things wrong…it’s quite embarrassing now when I think back. If only I knew then what I know now.
As a girl my father would say to me “Do unto others as you would have them do to you.” Whilst I didn’t really understand what he meant then, it is the basis of RedBalloon?s success.
I truly believe what ‘goes around comes around’ and that ‘every dog has its day.’
About six months after launch of RedBalloon we put in place the ‘How was it for you’ email surveys to each experience participant. And it was the product manager?s responsibility to read every single response. We have a 14% response rate – which is a big enough sample size to really get a feel for what people are saying.
Sometimes the answers are not what we want to read – but at least by knowing ‘I got hot and dusty on my experience’ we can do something about it. We either work with our suppliers or add more information to the description on the web site.
People love to know that we read every single one of these responses. And now we have taken it one step further by sharing what participants say about experiences on our web site. Enabling customers to share with other customer potential customers really gets people talking. And ultimately furthering the conversation about RedBalloon Days.
Here?s an example
of comments on the 4WD Dolphin Spotting
We decided not to keep all this information to ourselves but to share it with others.