Credit www.sxc.hu

New research from MarketTools indicates that VOC (voice of the customer) is deaf to the majority of businesses even when the customers complain through social media or other vehicles.  This study reported that less than “one-fourth” of those surveyed “always respond” to complaining customers.

Can anyone hear me?

This research continues to support not only a lack of deafness, but a lack of truly caring about customers.  What is further interesting to note is that the majority of those surveyed are actively engaged in social media. Sales Training Coaching Tip:  Do not ask for feedback if you are not prepared to answer and address it.

It’s all about me (the business), the heck with you (the customer).

From the 30,000 foot viewpoint, the results of this research indicate a definite lack of emotional intelligence between how businesses interact with customers.

Does anyone truly care?

Emotional intelligence (think the ability to care and demonstrate that you care) is still not viewed with the emphasis needed to reverse this ego centered  (always be closing) business environment.

Emotional intelligence and voice of caring are partners in

building customer loyalty and increasing sales.

Capturing the VOC (voice of customer) is a proactive customer loyalty business strategy, but doing nothing about that information will not strengthen customer loyalty and probably in both the short and long terms will not increase sales.

This leads to this question:

Do your behaviors and your business practices demonstrate

you truly care about your customers?

P.S. Do you have a customer loyalty plan within your overall strategic plan?  If not, you may find the Triage Business Planning of interest.