Restaurant Chain Boosts Customer Loyalty by Consistently Listening to Feedback
Every business values customer feedback, but not many companies have learned how to collect and analyze it in a systematic way. As the number of touch points grows to include customer service hotlines, interactive voice response systems, email surveys, and Web forums, figuring out what motivates customers—and how to respond to their issues in a knowledgeable way—has become a major challenge. Smart companies maintain an ongoing dialogue with their customers, and learn how to act on their feedback to promote positive experiences.
