No one likes to be overcharged and your customers are certainly no different. If you are seeing a trend in the customer feedback you are receiving, perhaps it’s time to rethink some of those extra or hidden fees. Regardless of the high level service or great products you offer, outrageous fees or overpriced items can lead your customers to loathing instead of loyalty. “Knuggets” such as these were captured in post call real-time surveys. They uncovered true business intelligence about the dissatisfaction from customers and were used in strategic decision-making to change the business processes for the future. Gotta love survey calibration!
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Filed under: Knuggets and Knuckleheads Tagged: business intelligence, Customer Feedback, real-time post call surveys, survey calibration
