Dialogue with stakeholders has many gains including in-tune and purposeful marketing and communications.
| Pros | Cons |
|---|---|
| Informed product and service design Integrate customer insights into product redesign for enhanced features (intuitive & user-friendly). | CX/ UX/ UI issues Wasted time, money, and resources on the wrong product features in the customer journey. |
| Clear user-centric information Customer feedback ascertains whether messaging conveys the intended information. | Messages that miss the point Communications that don’t resonate with audiences cause frustration and unclear intent. |
| Put the customer first Repeatable long-term customer relationship framework for an evolving customer journey. | Lack of empathy Inadequate understanding of stakeholders’ needs and motivations to guide work. |
| Promote brand credibility Track and resolve customer issues quickly to positively affect brand perception and loyalty. | Negative brand perceptions Aggrieved customers result in negative reviews, testimonials, ratings, and word of mouth. |
| Continuous improvement Making changes based on feedback can help make critical changes for subsequent customers. | Negative experiences Not seeking feedback is a lost opportunity to find reasons for negative emotions and pain points. |
| Report feedback transparently Prioritisation of corrective actions based on fair criteria to promptly keep customers informed. | Business risk and reputation damage If customers don’t feel valued or heard, it can affect their satisfaction and business retention. |
| Deliver competitive products and services Organisations that utilise customer feedback do better and have improved return on investment. | Declining business outcomes Missed opportunity to solve customer problems results in loss of market share and profits. |
| Promptly resolve issues Feedback loops enable us to identify concerns and proactively resolve issues. | Frustrated and disengaged customers Customers who do not receive services in line with their expectations go to competitors. |
| Report feedback transparently Prioritisation of corrective actions based on fair criterion to promptly keep customers informed. | Frustrated and disengaged customers Customers who do not receive services in-line with their expectations go to competitors. |