The Daily Idea from Harvard Business Review

 

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December 11, 2013 Customer Feedback Should Be a Two-Way Street Companies make a lot of mistakes with customer feedback. One the biggest? They never follow up with customers. Failing to close the loop is a missed opportunity because many customers would relish the attention. They want to share, they want to be heard, they want their feedback to be acknowledged, and they want assurances that their feedback is useful. So, if you work in a customer-centric business, your job isn't just to listen to customers; it's to engage, whenever possible, in a two-way conversation. SOURCE: Five Ways to Learn Nothing from Your Customers' Feedback by Rob Markey

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