Silence of the Customer is louder than Voice of the Customer

The silence of your customer is a deadly threat to your business’s future stability. It is an early indicator of their dissatisfaction either with your product or service.

Around 90% of mute consumers will shop around because of their unresolved dissatisfaction. Former CEO and President of Amazon, Jeff Bezos says “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.”

This is critical to know what your customers are you telling you vs. what they’re doing when they’re interacting with your business touchpoints. Many times, companies go very tactic when it comes to understanding customer insights. They tend to miss the empathic and emotional aspect of customers.

The silence of a customer is the red signal which requires action. 

READ THE FULL ARTICLE > 

Published on CXM.co.uk.