Customers Need Love, Too

February 15, 2011 at 8:17 AM Leave a comment

Yesterday was Valentine’s Day. Did you give your loved one some flowers? Chocolates? A fancy dinner? If you did, nice going.

But how’s your relationship? Chances are, if that Valentine’s Day gesture is your only display of affection this year, you’re in trouble. Relationships need constant care, feeding and communication. Otherwise, misunderstanding and resentment will build up over time.

Ditto with customer relationships. If you do an annual customer satisfaction survey and consider that enough listening to keep them happy, you’re going to part ways.

Quality matters, not quantity – it’s not how often you throw surveys at them, but how you show you’re really listening, by presenting surveys that relate to each other, rather than repeating the same questions. Do that, and your customers will show you the love.


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Your NPS is Not a Vanity Plate Insight and transformation

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Thompson Morrison

Thompson Morrison

About Thompson

As CEO of FUSE Insight, Thompson Morrison uses powerful new web interviewing technologies to help businesses better align their brand with the needs and aspirations of their customers. Learn more at


"The single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization." -- Tom Peters



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