My business is doing well. There is a constant demand for our products. We are expanding our stores.
Should we still ask the customer for feedback? Aren’t these signs that customer likes us.
The answer is NO.
The business landscape and the customer preferences are constantly changing. There had been cases when large businesses have become obsolete and bankrupt in a short span, because there were not listening to the market.
Even if your business is doing extremely well, you need constantly listen in to the customers to avoid becoming irrelevant.
The channel for customers to speak to you should always be open and clear. And there should be demonstrable proof that every feedback is being actioned upon. This gives the trust to the customer and encourages them to speak more.