My business is doing well. There is constant demand for our products. We are expanding our stores.  Should we still ask customer for feedback? Aren’t these signs that customer like us.  The answer is NO. The business landscape and the customer preferences...

We are normally tuned to quotes like ‘ Listen to your customers’ and ‘Customer is always right’. Thats why most businesses try to implement methods to capture customer feedback at various touch points. The customer facing staff is tasked with delighting the customers...

Most brands have started adopting mechanisms to capture customer feedback, either in the form of customer feedback forms or smiley kiosks. Especially franchised brands have adopted it vigorously because their brand value depends on the quality of customer experience...

Studies have shown that less than 10% of your customers are willing to spend time to fill feedback forms, be it online or physical. This means that 90% of your customers don’t share their opinion about your product or service.  Forms which are crisp and to the point...

Never assume that you know everything about your customer or vice versa. Assumptions spoil the relationship. Listening is the best tool to combat assumptions. Keep listening to your customers, at all times, at all touch points, because only very few customers actually...

Everyone agrees that it is important for a brand to listen to its customers. But How? There are several touch points and methods available for a brand to listen to its customers. Put up customer service kiosks, where customers can just click a smiley to indicate their...