From USA Today – “As inboxes fill with requests to appraise holiday purchases and trips, it’s prime time for feedback fatigue.” The article is a nice reminder that whilst customer feedback can provide great value, there is a big exposure to the brand if used improperly. Survey fatigue results from over-surveying. When someone who recently [...]
The headline above above is from an Emarketer article from November 10th and lays out the facts in the assessment of business response to customer complaints picked up by social media. The genie is out of the bottle. On the one hand, social media is the proclaimed (self proclaimed?) answer to the marketers prayers – but [...]
When I was a young beardless boy at undergrad school in England, I liked Operations Research. It seemed so logical and less fluff. During those days we learnt about variety – specifically Ross Ashby and his law of Requisite Variety. It states that variety is needed to limit variety – like having grid squares on [...]
Customer Feedback Falls on Deaf Ears!
May 6This is one to take you breath away! We know from an study by Gartner in 2007 that while 95% of corporate US engages in some form of customer feedback, only 10% actually take action it. We also now know that too many businesses are developing a listening capability to review and act on social [...]
Keep Reading