The Infinite Loop

May 24, 2011 at 11:18 AM Leave a comment

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 …


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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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