The most dangerous customer feedback may be silence.

We tend to notice unhappy customers when they complain.

They call. They email. They escalate. They leave a bad review.

And while nobody enjoys receiving a complaint, there is something valuable hidden inside it.

The customer is still talking to us.

The customer who worries me more is the one who says nothing.

They simply stop buying. Or buy less. Or choose someone else next time.

Complaints are visible.

Silence isn’t.

And that may make silence one of the most important forms of customer feedback to understand.

#CustomerCentricity #VoiceOfCustomer #CustomerExperience #CX