Brands seek benefits that help inform their long-term decisions when surveying their customers. Receiving feedback, after carefully listening to customers, goes a long way toward customer engagement and attaining brand loyalty.
Just ask The North Face.
“We survey our customers to get two things,” Ian Dewar, senior manager customer lifecycle, The North Face; and Monica Paul, loyalty program manager, The North Face, explained to Loyalty360. “The first is product feedback. We can reach out to key product purchasers when....