Are you listening to the voice of your customers? Of course you are. Based on CustomerThink research, nearly all large enterprises conduct relationship and/or transaction surveys. And increasingly, small and mid-sized firms are doing so, too.
But wait, did I say “voice” – singular? You should be listening to several “voices,” deciding what actions are needed, and — this is the most important thing — taking action! My customer-centric research has identified five “Listen” practices that leading brands implement more effectively, in order of relative impact:
http://customerthink.com/voice-of-customer-industry-trends-consolidation-disruption-and-the-rise-of-real-time-action/
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