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sinha.rk.dr@gmail.com
We should respect the consumer feedback.
We have seen businesses emphasizing the need for listening to consumer feedback, whether it is a part of the TQM implementation or even otherwise. Any business which calls itself consumer centric should have it at the core.
While companies do listen to the explicit feedback from consumers in terms of product and service accolades or complaints, there are very few companies who respect the implicit feedback that consumers give us all the time by buying our products or refusing to do so. This is a vital piece of feedback which directly affects the sales revenue. Compiling this feedback on a monthly and aggregate basis loses the power of granularity and timeliness.
Listening to consumer purchases on a continuous basis and taking timely actions is the way to go.