Customer Experience News & Trends

The one tool you need to use more in tough times

When your company or industry faces tough times, this is the one thing you should do more.


Avoid cutting the quality of service, and keep customer feedback coming in, says experts at DMG Consulting, LLC.

The best reason for more (or at least the same amount of) surveying is it increases the chance your current customers will stay with you. When they receive a survey, they see that you still want to improve and learn from them, DMG’s research found.

Even if you don’t have the resources to do much surveying, try these low-tech,
high-touch solutions

  • When talking to customers, ask if you can send a five-question e-mail survey.
  • At the end of conversations, say, “What’s one thing we could’ve done better?”

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