Mastering Customer Feedback Programs through Customer Obsession
Explore how understanding customer cognitive processes can enhance feedback programs and create customer obsession for better business results.
Photo by Austin Distel on Unsplash
Cognitive Processes in Customer Feedback
When customers provide feedback, their responses are often based on synthesized beliefs and feelings rather than specific details of experiences. This reliance on cognitive processes like abstraction and heuristics enables quick decision-making but may not reflect the depth of customer experiences. Such insights highlight the complexity of interpreting customer responses in feedback programs.
