By Monica Chege Customer feedback has and will always be far more than a post-transaction formality-it is a strategic asset that, when harnessed effectively, drives innovation, deepens customer loyalty, and secures a competitive advantage.
A report released last month by a US-based consulting firm revealed that 90 percent of customers read online reviews before visiting a business website, and 88 percent trust these opinions almost as if they were personal recommendations.
This statistic alone highlights the power of customer feedback in shaping business success.
Other surveys reinforce the notion that a company's ability to interpret and act on customer feedback is directly linked to its growth and sustainability.
