GOOD LISTENING PAYS OFF IN MORE WAYS THAN ONE
Simply satisfying customers with what you perceive to be their needs isn’t enough anymore. 60%-80% of customers who claim to be “satisfied” still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability. The difference is listening to the voice of your customers and employees.
*Thanks to web.archive.org for maintaining a copy of this post that we could access when it was lost in the change from the Allegiance Blog to the CX Café.