You may be like many executives whove had more than a few sleepless nights worrying about your customers. Particularly the customers with problems (and on average thats 3 out of 4 of your customers) the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you dont act and fix their issues, theyll take their business elsewhere, right?
Its a common hypothesis that you should prioritize your initiatives around those known problems or the squeaky wheel issues. The known issues are causing friction in your customers experience and should be addressed, however, they may not deserve the resources or priority that you think.
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