We have created a kind of hysterical customer feedback muscle in the marketplace by over-surveying our customers and asking (ever so thoughtfully) “How can we improve?”
Customers tell us what to do and we haven’t moved on the information.
Customers read the lack of action as lack of caring and certainly lack of respect. We often over think what the customer effort should be.
At this moment, you can probably recite the biggest issues for your customers. Do something about it. Fix the top ten issues bugging customers. Its that simple. Your actions tell customers that their top ten issues are important.
Take Action:Your Actions Tell the Story Connecting the Five CX Competencies Five Decisions that Grow Customer and Employee Devotion