by Kim Elliott | January 10, 2018

The rewards of collecting customer feedback far outweigh the risks. The more an organization knows about its customers, the more power it obtains to implement solutions and effectively deliver value.

2017 is now a memory. As you think about changes you want to make in 2018 to improve your organization, it’s likely incorporating customer sentiment collection is included in your planning. Collecting feedback is fraught with risks, but the results can give you the power to start a revolution in your organization.

One of the easiest ways to determine what matters most to those we serve is to simply ask them via methods such as focus groups or surveys. But organizations are often hesitant due to the risks associated with these methods.

RISKS

However, with great risk comes great reward. While being mindful of the risks of soliciting feedback, the reward can be immeasurable.

REWARDS

A revolution is “a fundamental change in the way of thinking about or visualizing something: a change of paradigm.” Government, retailers, manufactures—and organizations across every vertical are keenly aware that knowledge is the power that enables you to launch your revolution. The more an organization knows about its customers, the more power it obtains to implement solutions and effectively deliver value.

The rewards of collecting customer feedback outweigh the risks. If you are thoughtful about the questions you ask, judicious with how often you ask, and resolute that you will act after you ask, then the rewards are many. You can even start a revolution.

CFI Group offers expertise in designing experience measurement solutions that provide action-oriented data reflecting the complete customer experience. Contact us for more information on how we can help you start a revolution in your organization.

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