How many companies are actually listening to what their customers are saying? And why do i see so many respond in such an impersonal manner? Why are you asking for first-person feedback if the manner of your response is a cold, cookie-cutter response? Don't forget it's these people who took the time out to let you know what's on their mind (their personal space). You should at least be grateful and real in responding.
First-person feedback is not just personal. It is rich, honest, unprompted, unscripted, and often revealing. To do this, companies are staffing senior roles in the organization that focus on customers and report to the CEO, the VP of marketing or other top executive. |
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