While many customers are vocal about technology they like and don’t like by posting their thoughts on the Web, it seems vendors aren’t really paying attention. At least that is the evidence from a new study by the Chief Marketing Officer Council, an organization that caters to marketing executives.
The study, based on a survey of senior marketing professionals, found that only 16 percent of participants monitor online message boards and social Web sites to collect feedback from customers.
If you don’t think that’s bad enough, consider this: The study also found that only 23 percent of participants track or measure customer feedback e-mails.
Take a moment to process that. What it means is that a whopping 77 percent of e-mails containing customer feedback are ignored.
Real whole article
http://www.channelinsider.com/c/a/Commentary/Listen-Up-Dont-Ignore-Customers/
