customer loyalty

The following article reprinted with permission from Financial Post confirms our thoughts on how Canadians are doing a disservice to businesses by not complaining when they receive service or products that are below their expectations. Businesses desperately need this information so that they can address the issues at hand and improve their customer retention rate. For businesses, this is clearly a case of what you don’t know will hurt you. That’s why we strongly feel that implementing an on-premise feedback survey app like Insights is imperative for businesses to gather valuable data that will help them improve their customer experience, their retention rate and, ultimately, their revenue.

 

How silently enraged consumers are hurting Canada’s businesses: ‘We will just quietly slip away’

TORONTO – Canadians’ legendary politeness could be keeping businesses from retailers to cell phone providers in the dark about how much they are screwing up. Despite having the highest degree of digital literacy in the world, Canadians are far less likely than others around the globe to badmouth companies online when they have had a negative…

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