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:
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