How to Conduct a “Customer Listening Session” | Top Executive.
Tony Mayo
MARCH 10, 2010
Online, telephone, and in-person customer surveys work for many businesses. A focus group is not a survey. 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. You may also have a blog open to comments.
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