As a tool for understanding the customer experience, feedback should be integral to your marketing strategy. But making sure that feedback leads to organizational change isn’t easy.
According to “Understanding Customers” by Ruby Newell-Legner, your business only hears from 4% of its dissatisfied customers. Of the other 96% who say nothing, 91% will never come back. Collecting feedback is an essential step towards understanding your customers. For small businesses, this is as easy as calling customers and having one-to-one conversations. But for larger enterprises, this approach simply isn’t feasible. So, what types of technological solutions can help you to effectively collect, interpret and action customer feedback on a large scale?
https://www.clickz.com/how-technology-can-turn-your-customer-feedback-into-action/111107/
