Impeccable Follow-Up

Impeccable Customer Service Tip #113

“If customers provide feedback and then nothing happens, we’re actually damaging our brands and we’re persuading people not to take part in the exercise.” -Richard Owen, CEO of Satmetrix and Author of Answering The Ultimate Question

Richard Owen, Answering The Ultimate Question

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  1. […] you respond when a client provides feedback? Whether they’re sharing a complaint or a compliment, thank your clients for taking the time to participate in the exercise; to help you […]

  2. […] If you’re formally collecting customer feedback (and you should be), it is critical that you close the loop. […]

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