It's Time to Listen to Your Customers - Not Send Them Another Survey

Your customers are already telling you. Don’t ask them again.

Customer conversations are so much more valuable than boxed-in survey questions.  In this HBR article, Graham Kenny highlights why we need to actually talk to the people who buy - or want to buy - our products.  He covers several key factors that customers often uncover that influence whether they patronize a business.

For retail, it’s easy to see how these items would be important:

• Location

• Hours

• Range of goods

• Store presentation

• Customer service

• Price

And for those in a service business, these hot buttons probably look familiar too:

• Capability

• Client service

• Quality

• Image

• Cost 

• Location

• Safety

Mr. Kenny points out that it took groups of people to come up with all of these important factors.  While traditional surveys swing for the fences and levy ALL the questions on each poor respondent, SupporTrends Natural Language Processing helps you listen to what your customers are already saying, extracting your call recordings’ most important insight, piece-by-piece, from each discussion and compiling it all into one place.

We should listen when our customers want to talk.  They often tell us exactly what we need to do.

Find out more about how you can start listening to your customers today.