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Are You Listening to Your Most Important Customers?

Are You Listening to Your Most Important Customers? | Marketing Pointers | Scoop.it

You don't see many tweets touting companies as #betterthanaverage. But there's plenty of social media chatter about really good or bad customer experiences. The same holds true for the feedback companies receive directly via e-mails or phone calls. Customers are most likely to offer feedback when they have either a really bad experience or a great one — and they almost never say a word when their experience falls somewhere in the middle.

 

The problem is, that silent majority in the middle typically drives the success or failure of a business.

 


Via Russ Merz, Ph.D.
Bob Hogg's insight:

Interesting data on customer feedback measurement from Harvard Business Review

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Keeping your best customers

Keeping your best customers | Marketing Pointers | Scoop.it
Bob Hogg's insight:

Good example of recognising the importance of the intermediary customer - American example, but the message applies anywhere!

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Rescooped by Bob Hogg from Integrated Brand Communications
Scoop.it!

Are You Listening to Your Most Important Customers?

Are You Listening to Your Most Important Customers? | Marketing Pointers | Scoop.it

You don't see many tweets touting companies as #betterthanaverage. But there's plenty of social media chatter about really good or bad customer experiences. The same holds true for the feedback companies receive directly via e-mails or phone calls. Customers are most likely to offer feedback when they have either a really bad experience or a great one — and they almost never say a word when their experience falls somewhere in the middle.

 

The problem is, that silent majority in the middle typically drives the success or failure of a business.

 


Via Russ Merz, Ph.D.
Bob Hogg's insight:

Interesting data on customer feedback measurement from Harvard Business Review

more...
No comment yet.