How can we meet our customers' needs? By listening to them!

Well, Yes and No!

Customer Experience is not just about listening to the customer. You must listen and act!

Many organizations miss the most important step to "listening to the customer" or "voice of the customer" process. They fail to act, and when that happens you will likely lose those customers forever.

Takeaway: Remember when you ask the customers what they want, be prepared to execute and deliver what they want.