Everyone in business claims to want to listen to the voice of the customer. It’s a noncontroversial issue, but the approaches are all over the map. There is little consistency — and truthfully, many vendors do a poor job of it. Capturing customer feedback always has been a challenge for conventional vendors because they have to generate new processes to reach out to customers. Surveys, focus groups and even social media are useful, but many of these approaches are time- and resource-intensive.
Loading ...
Using Feedback Loops to Manage Your Subscription Business
Posted by: Denis Pombriant March 26, 2014 03:08 PMEveryone in business claims to want to listen to the voice of the customer. It’s a noncontroversial issue, but the approaches are all over the map. There is little consistency — and truthfully, many vendors do a poor job of it. Capturing customer feedback always has been a challenge for conventional vendors because they have to generate new processes to reach out to customers. Surveys, focus groups and even social media are useful, but many of these approaches are time- and resource-intensive.