I can keep this going but you catch my point. What it basically means, is that you think you are making efforts to being customer-centric, but you in fact are NOT.
The irony of it all is that even in the endeavour of listening to customers, you take a very organisational approach, very much focused on what is in it for you.
If you take a customer-focused approach to customer feedback, if you make your customers an integral part of the programme, they are and always will be happy to participate. At Hello Customer we've been asked many times for more real survey features like dropdowns and checkboxes, and we probably would have landed a lot more deals when doing so. But we would not have helped your organisation, and we certainly would not have helped your customers.
We walk the line between putting YOUR customers first, and getting you the tools and insights you need in order to create a positive impact from what they say. In all that we do: it's customer first. So we do everything we possibly can to get customers to give as rich feedback as possible in a conversational way (yes, we do use metrics like NPS, CES and CSAT as triggers), and on the other hand we research the crap out of AI to get you the actionable insights, and the meaningful connections you so need to make a difference.
