The Conversation Gap: Why 25x More Customer Feedback Happens on Calls Than in Online Reviews
Key learnings: Online reviews are visible and easy to compare, but visibility doesn’t equal completeness. Google star ratings are visible, measurable, and easy to compare across competitors. Yet these reviews represent only a fraction of what customers are saying, and that fraction can often mislead. New data reveals a conversation gap that should encourage companies to reconsider how they measure and manage customer sentiment. A Marchex study of more than 120,000 customer calls acrossContinue reading “The Conversation Gap: Why 25x More Customer Feedback Happens on Calls Than in Online Reviews “