Data shows that customers expect to be interacted with, and those interactions heavily influence retention. 51% of consumers expect companies to ask them for feedback directly, which may explain why the volume of feedback is low for companies who dont bother asking. Unprompted, companies typically only hear from ~1% of their customers. Not only do customers expect it, its also a strategic investmentweve found that simply interacting with customers and gathering mobile customer feedback can increase three-month retention by as much as 400%.
Companies cant call themselves customer-centric if they arent talking with and listening to their customers, no matter the channel or vehicle. That said, blasting customers or soliciting feedback from mass groups of customers is not the type of strategy that will yield quality results.
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