Want to Know What Your Customer Is Thinking? Ask
PHOTO: shutterstock Historically, companies have relied on surveys using open-ended and multiple choice questions to get customer feedback, with some larger companies using focus groups or one-on-one interviews, said Vivek Astvansh, assistant professor of marketing at the Kelley School of Business at Indiana University. While these methods are still in use, a broader trend is underfoot to derive customer feedback from other sources, including social media posts, reviews and more. Large enterprises can use sophisticated tools to analyze this content, while medium-size and larger small busines...
Source: cmswire.com