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Mehul Fanawala

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The Clueless Company • 1m

I just heard a story about a company that made a simple change to their customer service process, and it turned their 1-star reviews into 5-star raves overnight. What was the magic sauce? They actually listened. Instead of reacting defensively to complaints, they found out why their customers felt the way they did. They uncovered pain points and turned them into opportunities. Here’s what they did: 1) They created a feedback loop—inviting customers to share their experiences. 2) They assigned a dedicated team to analyze these insights. 3) They adjusted their processes based on real customer needs. 4) They communicated the changes to their customers, making them feel valued. 5) They celebrated every positive review as a testament to their growth. Most companies are so focused on fixing issues that they forget to ask what the actual issues are. How often are you really listening to your customers, not just when things go wrong, but all the time? The value is in understanding, not just responding. P.S. What’s the most impactful feedback you’ve received from a customer that changed your approach?

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