5 W’s of customer listening

So you are considering listening to your customers

Here are five tips to help set you up for success when collecting feedback from your customers

1. Why are you listening to customers? - Your goals for the programme

2. What are you going to do with the feedback? - How will you drive action

3. Where in the customer journey are you going to listen? – what channels to listen to

4. When are you going to feedback to customers? – closing the loop

5. Who in the business needs to make this happen? – engaging your team

Follow these 5 and the answers will shape your customer listening programme for success