Customer Insight

In the December issue of Sales & Service Excellence

Customer Insight: by Chip R. Bell and John R. Patterson

"At least 95 percent of all companies seek customer feedback by engaging in customer inquiry. Armed with surveys, focus group reports and suggestions, the marketing department slices, dices, and presents to leaders what we know for sure about our customers. But is understanding customers the end goal? The huge investment in gathering customer feedback is primarily to gain either confirming or corrective information—to learn how are we doing and what do we need to fix. But, today’s customers show their allegiance to innovative companies—those with a passion for the inventive. Traditional customer feedback and evaluation can’t effectively inform innovation."

To read the entire article, CLICK HERE and go to page 4.
Posted: 1/4/2011 9:20:00 AM by Administrator | with 0 comments


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Madeleine Norman
Administrative Coordinator, Corporate Services
Loyalist Training and Knowledge Centre

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Welcome to the LTKC blog!
This page is where I will be making weekly posts for your reading pleasure! Every week, I will be posting a quote, a word, a video and, of course, a short blog. Enjoy and be sure to leave comments!