Just 31% of companies in a recent Australian survey say they actually use the feedback they get from customers, but ignoring what clients say can be bad for business, experts say. Business leaders should pay attention to both negative and positive feedback, and they should be ready to respond via phone, email or social media. "Not surprisingly, the research confirms that there is a business benefit to listening to customers and acting on that information," said aid Chris Kirby, head of research at Fifth Quadrant, which conducted the survey on customer feedback.

Related Summaries