The Infinite Loop
Here’s a worthwhile post at Drew’s Marketing Minute about why, after a survey, it’s important to tell your customers what you’ve learned from them.
… it reinforces the message that you care about their opinion, you listen when they offer feedback and you are always trying to get even better.
My thoughts exactly. Drew calls it closing the loop. My only quibble here is that the loop never closes – once you’ve gained insights from your customers, it’s important to keep that channel open. If you let them know that you’re really listening, they’ll be happy to talk more. Which leads to more listening …