Digital Efficiency Consulting Group – Resources
Small improvements create real change.
Over the past few posts, we’ve explored what it takes to truly elevate your customer experience:
Customer Experience Matters – Are you delivering a service, or an experience? Happy, engaged customers are willing to pay more, return more, and advocate for your brand. Companies that lead in CX outperform competitors by up to 80%.
You’ve collected your customer feedback — great! But now what?
Too many companies treat surveys as a one-way street. They gather responses, check a box, and move on. The real transformation happens when feedback becomes part of your daily culture — visible, celebrated, and actionable.
We’ve talked about why you should go after customer feedback — now let’s focus on how to do it well. Because simply sending out a survey isn’t enough. The design, timing, and integration matter.
So if you’re waiting for feedback to come in naturally, you’re hearing from only a tiny fraction of your customers — and likely missing the larger signal.
When was the last time you asked a customer how they felt — right after they interacted with your product, signed up, or completed a service? Or are you mostly relying on the phone to ring, the email to land, the complaint to show up?
Here’s the problem: most unhappy customers will never complain — they’ll just quietly leave. According to one source, 91% of unhappy customers never complain, they simply go away. superoffice.com+2Market Connections+2 Another statistic: for every one customer who voices a complaint, there are about 26 others who say nothing.
Are you simply providing a service to your customers — or are you creating an experience that makes them feel heard, appreciated, and valued?
Today’s customers expect more than just a transaction. In fact, 86% of buyers are willing to pay more for a better customer experience (according to PwC). And yet, many companies still focus on operations, metrics, and quarterly goals… rather than the feeling they leave their customers with.