Oddly enough, a company’s happiest customers are often the ones who end up getting the least attention after they’ve provided feedback.
The reasons for this neglect are rarely malicious. Since happy customers aren’t an obvious risk, many companies just don’t make time for, or see the point of, a thorough follow-up. Instead, they focus on closing the loop with people whose business they are in danger of losing, and who might hurt the brand through negative word-of....