You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain. In any […]
Most business leaders I talk to agree that gathering feedback from customers is critical. If you haven’t been listening, you’ve missed out on lots of valuable insight, suggestions and signs of trouble. It’s never too late to start listening. But how should you do it? Most executives and business owners say the same thing, however: “I don’t have the time.” […]
Your customers are screaming. And you aren’t hearing them. It’s time to change that.