customer feedback Archives - Shep Hyken | Customer Service Expert

Lack of Customer Feedback Is a Gift

This article answers the question: Are organizations paying attention to the feedback customers give and also to the feedback they unintentionally withhold? There’s an old expression: Feedback is a gift. Whenever a customer is willing to take time to share feedback by talking to you, emailing you, or leaving an online comment, it’s a gift. It either validates that what you’re doing is working or points out opportunities to improve. Companies obsess over survey scores and online reviews, and that’s smart. But if you only focus on what customers are telling you, you might miss important feedback that’s unintentionally hidden in what they don’t mention. (more…)

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