Don’t Just Listen, Do Something with Customer Feedback

Last updated October 25, 2010

Bruce Temkin offers up some thoughts and resources about “customer connectedness”:

Customer Connectedness: Is customer feedback and insight integrated throughout your organization?

He includes the results of a survey that suggests that oftentimes customer feedback does not make it very far through a company’s infrastructure.

Customer Connectedness Evaluation Criteria

The post is a little jargony, but has some good ideas about how to better integrate the customer experience with the rest of your business.