Summary
SMMs need customer feedback to alert them to problems that could cause loss of customers and jeopardize their businesses, but according to questionnaire responses few formally solicit customers to learn about their performance in keeping customers satisfied and how to make changes to products and services and sales, marketing, and promotional strategies that can improve their competitive situation and inform growth strategies.
In particular, they should get information about three things:
1. Customer’s decision criteria for selecting suppliers of the types of products and services the SMM offers,
2. How the SMM is performing on those criteria, and
3. How competitors are also performing on those criteria.
The 3-fer customer satisfaction ...
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