It’s a fairly well known fact that asking for feedback and then doing nothing with it is worse than not asking for feedback in the first place... So why do so many Service companies do this? To try and seem like they care about the Voice of the Customer?
From my own experience, I am sometimes left astounded by the lack of clarity consumers receive.
I recently ordered some crockery online – a fairly straightforward order, 4 bowls, 4 plates – intended for a birthday present. This order arrived in a cardboard box, each plate and bowl wrapped in 1 sheet of brown paper... you may not be surprised to learn that 80% of the contents were smashed.
Read the full article on mycustomer here.
Find out how to make the most out of the Voice of the Customer in the Contact Centre:
