In a recent survey conducted by Empathica Inc., a customer experience management solutions company, 85% of consumers have provided some form of feedback to big box retailers. What’s interesting is that only 46% of those same consumers believe that brands actually use their feedback to enhance the customer experience.
The report went on to say that only 52% believe that feedback is shared with individual locations — even though more than 80% of consumers believe that feedback should not only be shared with local managers, but with all of the brand’s employees.
Translation: Customers want their voice to be heard. Customers believe their opinions matter, but have little faith that brand will act on their feedback.
Show your customers that you are listening. Don’t just tell them you are listening, show them.
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