The real importance of measuring customer feedback and opinion
As I read and re-read this article, I found myself having the same reaction over and over again….DUH!
It is really hard for me to fathom that it took an economic train wreck for these companies to understand the importance of measuring customer satisfaction, and then actually responding to it.
“Analysts caution that customer satisfaction is declining at some companies. They say improved satisfaction scores also may reflect lower customer expectations and a shrinking pool of customers demanding attention.”
A HUGE portion of Powerfeedback’s assignments today focuses on understanding the customer, what motivates (or not) them, and what the drivers are to keep them as a customer, as well as being evangelists for their business and brand.
Having done this work for nearly two decades and living though other recessions, I can say with great credibility that clients who never forget to scientifically listen to, and respond to their customers will not only survive, but in fact thrive. Just ask our clients!
