You don’t have to always listen to your customers….

Morgan StewartCustomer Experience|VoCLeave a Comment

You don’t have to always listen to your customers….

Well that’s not true, but according to a guest blogger for 1to1 Media, you just have to be more strategic about how you do it. Temkin Group‘s Bruce Temkin, wrote an article based on a statement which former Apple CEO, Steve Job’s said, “You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”

Temkin goes on to explain the realities of customer feedback, including the fact that 34 percent of U.S. consumers give feedback after a very bad experience, while 21 percent discuss a very good experience.

Temkin also shares research that illustrates the Hierarchy of Customer Needs.  Read the complete blog post, and learn more about the importance of Voice of the Customer programs.

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