The biggest obstacle to knowing what customers really think about us? Fear.
We fear theyll tell us our product or service stinks, that were horrible people and we should never have set foot on earth.
Yet most companies never hear that type of painful feedback. Our research finds that companies with strong word of mouth and customer devotion behave like high-performance athletes when it comes to focusing on customer feedback. In effect, they are feedback machines. Customer feedback drives their marketing strategies, product development and service expectations.
Voting 0
