Interacting with Customers

As we all know, there are proactive and reactive ways of listening to our customers.

The Problems with using only reactive methods of listening to customers are important to note:

1. Customers who voice unsolicited complaints represent a small and biased sample of the customer population


2. Complaints are frequently lodged with a specific solution in mind


3. Handlers of immediate problems often cannot implement permanent and widespread changes


4. Process is generally intended to solve immediate problems due to stressful circumstances

Proactive ways of dealing or "listening" to our customers offer several benefits. This is a topic that will be discussed in a future blog.