Your Customers Are Ghosting You—Here’s What To Do About It

The article discusses the decline in customer feedback, highlighting that only 32% of customers provide feedback after a negative experience, a drop from previous years. This trend, likened to "ghosting," poses a challenge for brands that traditionally rely on voice-of-the-customer (VoC) programs to gather insights through surveys. As customers increasingly ignore these surveys, brands must leverage data, analytics, and AI to extract insights from unstructured data sources like call transcripts and emails. Conversation intelligence, an AI-driven solution, can harmonize this data to provide valuable insights through data visualization, helping brands understand customer needs and address issues proactively.

The article emphasizes the importance of listening to customers even when they aren't providing direct feedback. With 73% of customers expecting companies to understand their unique needs, brands must become customer-obsessed and utilize AI to connect data from customer interactions to actionable insights. By doing so, they can not only understand why customers are ghosting them but also prevent it by addressing issues before they escalate.

Key takeaways:

Customer feedback has decreased significantly, with many customers choosing to "ghost" brands rather than provide feedback after a bad experience.
Traditional voice-of-the-customer (VoC) programs relying on surveys are becoming less effective, necessitating the use of data, analytics, and AI to better understand customer needs.
AI-driven conversation intelligence can process unstructured data from customer interactions to provide valuable insights and identify issues before they escalate.
Brands must leverage AI and data analytics to understand and meet customer expectations, preventing customer "ghosting" by addressing their needs proactively.

Your Customers Are Ghosting You—Here’s What To Do About It

Key takeaways:

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