Are your Silent Customers Voting with You or Against You? [Article]


AS SEEN IN

customer-think-logo

 


 

Gathering feedback from your customers is important, but not every customer is apt to voice their opinion or review — whether negative or positive. Silent customers are just as important as boisterous ones, and Jane Hiscock, President of Farland Group, highlights specific tips to turn data into a customer-first strategy, and why the follow-up is imperative.

Don’t be afraid to ask basic questions, listen, and follow-up on what your customers are saying, and fold them into the workflow of how you improve and refine your product.

Read the full article >>

Related Stories

Customer Advisory Boards: Jumpstart Your Customer Experience Model

Posted on 01.24.2022 by in Customer Advisory Boards, Featured

Designing a customer experience model that works, and finding a lever to get traction at a strategic level provides both challenge and opportunity for marketing leaders.

In a recent interviews conducted by Farland Group with leading Chief Marketing Officers (CMOs) and  

Continue Reading »

Honesty is the Best Policy When it Comes to Customer Engagement

Posted on 05.21.2021 by in Engagement Strategy

Growing up, I would often hear the saying that “honesty is the best policy.” It’s always best to be upfront, otherwise you’re only masking underlying issues and more often than not, that lid won’t remain closed. As an adult, I  

Continue Reading »

The Next Frontier…Understanding Your Customers’ Customers

Posted on 11.1.2019 by in Engagement Strategy, Understanding the C-Suite

So you think you’ve nailed it.  You are a B2B marketer who spends 25%-30% of your time with customers; you collect insights across a range of customer communication channels; and you analyze and integrate what you learn into the other  

Continue Reading »

The Customer Engagement Challenge

Posted on 02.20.2019 by in Engagement Strategy, Featured

An ongoing customer engagement strategy requires planning and an investment in the development of compelling content and interactions that keep your customers coming back. Here are tips in building a more systematic engagement approach with your customers.

Continue Reading »


Customer Advisory Boards

Customer Advisory Boards are powerful engines of engagement, insight, and business transformation. Make the most of yours.

Meeting Facilitation: Virtual and In-Person Boards » Taking Your Customer Advisory Board Meetings Virtual »

Learn More »

Engagement Strategy

Like any good relationship, customer engagement is a long-term, reciprocal effort. When done well, meaningful engagement leads to better business results, faster.

Engage Your Customers to Help You Stop Pitching » Getting to a Customer Engagement Mindset »

Learn More »

Understanding the C-Suite

Building C-level programs that are meaningful and bring value to you as well as to your c-suite customers is challenging. Veiled sales pitches won’t win the day with this audience. Deliver what executives want: ideas, inspiration, innovation, influence.

Building a C-Suite Client Experience Strategy » Do you Know What Your Customers Value? »

Learn More »