We fear they’ll tell us our product or service stinks, that we’re horrible people and we should never have set foot on earth.
Yet most companies never hear that type of painful feedback. Our research finds that companies with strong word of mouth and customer devotion behave like high-performance athletes when it comes to focusing on customer feedback. In effect, they are feedback machines. Customer feedback drives their marketing strategies, product development and service expectations.
Read Full Article Ben McConnell and Jackie Huba are the authors of Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force
http://www.marketingprofs.com/print.asp?source=%2F4%2Fhuba8.asp
