Why Are We So Afraid To Speak To Our Customers?

Often in business we get too bogged down by the numbers and forget the actual value of speaking with our customers and prospects. I’m not just talking about sending the quarterly customer satisfaction survey, I’m talking about undertaking full qualitative user testing and research to fully understand your customers. Since 2003, businesses and organizations have been able to gauge customer feedback by utilizing services such as Net Promoter Score (NPS) or online review sites such as Feefo and Trustpilot. In the case of NPS, after a transaction, the customer is presented with a form whereby they indicate their level of…

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