The importance of Customer Feedback - Beyond Ratings and Reviews

The voice of the customer plays a critical role in today's competitive markets. It does not matter if it is customer feedback on a product, service or individual; when companies do not get feedback, they cannot improve customer satisfaction and may lose their competitive edge. The other key factor is that people who leave feedback expect something to happen. Again, it does not matter if it is a call, e-mail or note, but people like to know they are taken seriously. As a result, businesses are in a never-ending quest to find out what customers need and deliver it accurately hoping to meet customer expectations. Our guest in this episode has found technology to help customers give feedback more consistently and easily while giving businesses data that they can use to ensure companies meet their customer's expectations and have a positive customer experience.