What do you know about your customers and how happy they are with your product or service?
Perhaps they love what they purchased from you, but they found the process pretty cumbersome. Or maybe everything went well but the item just wasn’t to their satisfaction.
The question is: Will they take the time to tell you this — or will they just tell the world at large to create a bigger, and perhaps more negative, viral impact?
That scenario poses the question of how you measure how good of a job you’re doing with your customers. It also means that you have to come up with a strategy in order to measure all of the available metrics. One of the biggest ones, of course, is social media. What people are saying about you and how they’re saying it on all the social media channels can be a great read on the current conversation.
What else should you do?