News: Shoppers to Retailers: Hello!? Is Anyone Listening?

June 20, 2012 | Forbes.com

Article Excerpt:

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 »


Change Region

Selecting a different region will change the language and content of inmoment.com

North America
United States/Canada (English)
Europe
DACH (Deutsch) United Kingdom (English) France (français)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)