This is a wasted opportunity.

Your business might say, “We listen to our customers, and your feedback is always welcome.” Well, that’s great, and listening is the first step, but without follow-up action, you’ll leave your customers feeling short-changed. The gap between satisfied and disappointed is easily closed, yet it’s often left wide open. This is a wasted opportunity.

For example: Ask fans and followers when or why they first had a need for your product or service?

Asking open-ended questions on your social media sites is a way to not only close the gap, but also create a program that turns the act of collecting and reacting to feedback into a marketing campaign of activation and engagement.

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