What It's Like To Be... cover image

RESET: How To Change What's Not Working

What It's Like To Be...

CHAPTER

The Pitfalls of Misguided Customer Feedback Systems

This chapter recounts a troubling customer experience at a dealership marked by excessive follow-up and pressure for favorable survey responses. It illustrates how the dealership's focus on metrics overshadowed genuine customer service, leading to disconnection and dissatisfaction.

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