How to Conduct a “Customer Listening Session” | Top Executive.
Tony Mayo
MARCH 10, 2010
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. They will also speak freely when talking to each other, although you are listening. Prepare and test questions in advance.
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