Is Your Organization Listening to Customers? – Asrar Qureshi’s Blog Post #1268
Is Your Organization Listening to Customers? – Asrar Qureshi’s Blog Post #1268 Dear Colleagues! This is Asrar Qureshi’s Blog Post #1268 for Pharma Veterans. Pharma Veterans Blogs are published by Asrar Qureshi on its dedicated site https://pharmaveterans.com. Please email to pharmaveterans2017@gmail.com for publishing your contributions here. Credit: Gustavo Fring Preamble This blog post is based on an INSEAD article. Link at the end. What Happens When You Actually Listen to Customers? In boardrooms around the world, companies routinely proclaim that they are “customer-centric.” They conduct surveys, they measure satisfaction scores, they track complaints, and they monitor social media conversations. Yet a critical question remains: Do they actually listen? Not listen in the sense of collecting data. Not listen in the sense of producing reports. But listen in a way that leads to action. According to recent research highlighted by INSEAD, the answer to this question may determine w...