How to Conduct a “Customer Listening Session” | Top Executive.
Tony Mayo
MARCH 10, 2010
I hope your salespeople and customer service reps are gleaning more from customer interactions than orders–and are sharing that intelligence with management. Similarly, Hart, Heskett, and Sasser (1990) suggest that those with memories of poor service tell approximately 11 people while those with pleasant recollections tell only six.
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