Using Customer Feedback: Listen Up
As well as using behind-the-scenes methods of assessing customer behaviour covertly and watching their every move to improve your offering; it’s important to watch and listen directly through customer interaction. This can be done by requesting customer feedback, establishing user focus groups and, simply, through engaging in conversation with your visitors. As your enterprise expands your customers’ needs become increasingly complex to understand and serve, making customer feedback all the more vital. As illustrated by eBay. Many of the auction site’s new services are shaped by feedback of top customers within their Voice of The Customer system.