Shoppers to Retailers: Hello!? Is Anyone Listening?
June 20, 2012 | Forbes.com
Do chain retailers listen to their shoppers? Do they even want to? In a recent piece on RetailWire.com, editor-in-chief George Anderson relayed his own frustration in filling out a detailed customer feedback form online, only to have … nothing happen. His experience paralleled a recent survey from Empathica, a customer experience management company, that said 85 percent of consumers have provided feedback, but only 46 percent of those believe any action was taken as a result. Gary Edwards, Empathica’s chief customer officer, said, “Feedback remains a one-way street and what consumers are yearning for is a two-way dialogue.” read more »