Customers Often Say It Best


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Originally posted at E.G. Insight’s web site:

As a company that helps other organizations listen to their customers, we also make a point to actively gather feedback from our own clients. And when gathering feedback from our clients, we’re often reminded of just how important the act of listening can be to a company’s strategy.

“The Customer Review process transformed this organization into a listening company, helped us shift the focus to the customer, fostered open and honest discussion, and took down lots of silos within our company.”
– President, Global Construction Materials Manufacturer

That is certainly a nice testimonial – and we’re grateful for it – but I think there’s a lesson in it too.

What makes this statement compelling is the language. It’s powerful, genuine, and distinct. Honestly, it’s the exact type of thing we’d love to hear from all our clients. (And the kind of quote we’d like our prospects to hear.)

But we probably wouldn’t have described the Customer Review process quite that way. It took a client to give us a fresh way to look at both our services and ourselves.

The takeaway: When you ask for customer feedback, you can get more than just operational improvement suggestions; sometimes you get a new way to see yourself.

Nick Wassenberg
E.G. Insight helps companies listen to their customers. We work with mostly Fortune 1 B2B companies, like industrial manufacturers, engineering/construction firms, health care and insurance providers, among others. We help our client implement customized methods to capture in-depth feedback from critical business relationships. My role at E.G. Insight is to tell the story that's found in customers' feedback and help our clients take action. So, I'm a customer feedback analyst, ombudsman, and marketing metrics geek.


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