In the realm of Customer Experience Management, all companies must recognize the importance of listening to their customers to stay competitive. I note that “listening” implies a passive nature, the true value is what companies do with the feedback and insights received. But this all starts with receiving and organizing feedback, both solicited and unsolicited, and deciding if all customer comments should be weighted equally.In 1909, a London Department Store founder named Harry Gordon Selfridge coined the phrase “The Customer is Always Right!”. I applaud Selfridge and any company leader for having a customer focused service philosophy and boldly proclaiming this to a broad audience. And certainly customers do tend to believe they are right, just ask a call center agent or service professional!
With the advent and widespread adoption of social networks, customers have a much louder voice and can (and will) provide feedback on product and service experiences. Each customer will believe they are “right” and will expect the company to listen to and act upon their feedback. So should you listen to all your customers or hand the “megaphone” to those that deserve your greatest attention, your target market customers? Fizzback helps clients through engaging with potential and current customers and developing insights from their quantitative and qualitative feedback. We encourage seeking feedback from EVERYONE, vociferous and silent customers and prospects, in order to better understand their needs, identify opportunities, and better engage with your most valuable customers.
Brian Powers
For more info on Fizzback visit www.fizzback.com