Around 90% of mute consumers will shop around because of their unresolved dissatisfaction. Former CEO and President of Amazon, Jeff Bezos says “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.”
This is critical to know what your customers are you telling you vs. what they’re doing when they’re interacting with your business touchpoints. Many times, companies go very tactic when it comes to understanding customer insights. They tend to miss the empathic and emotional aspect of customers.
The silence of a customer is the red signal which requires action.