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Title: Overcoming the Ghosting Trend: Strategies to Engage Your Customers Again

In recent times, instead of voicing their discontent or participating in surveys, customers tend to silently exit the scene, opting for different brands instead.

Title: Overcoming the Ghosting Trend: Strategies to Engage Your Customers Again

In today's digital age, traditional survey methods often fail to gather meaningful feedback due to customer "feedback burnout" and "ghosting." Tom Lewis, the SVP of Consulting at TTEC Digital, explains how brands can tackle this issue.

According to Qualtrics' "Global Study: How Consumers Share Feedback, 2025," customer feedback is at an all-time low. After a negative experience, only 32% of customers send direct feedback to companies, down 7.7% from 2021. Customers are effectively "ghosting" brands by not speaking up about their issues.

So, how do brands overcome this issue? By listening more closely and leveraging advanced data analytics and AI technologies.

When Traditional Feedback Methods Fail

Brands have traditionally relied on Voice-of-the-Customer (VoC) programs to understand their customers. These programs involve gathering and analyzing feedback to improve customer experiences. In the past, surveys were the primary method for gathering feedback. However, customers are becoming increasingly weary of surveys, leading to less engagement.

This doesn't mean VoC programs should be abandoned. Instead, brands need to find new ways to listen to their customers.

Unlocking Hidden Customer Insights

Contact centers are a treasure trove of customer feedback, with daily interactions occurring via phone, email, text, or chat. However, without the right tools, this information remains "insight-poor" due to the challenges of working with unstructured data.

Advancements in AI have made it easier to extract meaning from these interactions. Conversation Intelligence, for instance, can harmonize unstructured conversation data from various sources and apply algorithms for topic modeling, sentiment analysis, and more.

The next step is data visualization, which allows users to explore topics, trends, and sources of customer friction in detail. This, in turn, leads to insights that can help brands understand why customers are "ghosting" them.

Turning Insights into Action

Consider a large restaurant chain experiencing a drop in holiday gift card sales. Conversation Intelligence might surface the issue before it escalates further, enabling the brand to take action and prevent further customer churn.

Brands must be proactive in listening to their customers, even in the absence of direct feedback. By leveraging AI and data visualization tools, brands can not only understand why customers are "ghosting" them but also prevent it from happening in the first place.

In an era where customers expect brands to understand their unique needs, brands must be "customer-obsessed." They must listen even when they think customers are silent. With the right tools, they can turn customer insights into action, ultimately improving customer experiences and reducing "ghosting."

If you're a technology executive looking to join a community of like-minded professionals, consider applying for our "Website Technology Council."

Tom Lewis, who was mentioned as the SVP of Consulting at TTEC Digital in the earlier context, could provide valuable insights on how technology executives can tackle the issue of customer "ghosting" by leveraging advanced data analytics and AI technologies.

In the "Website Technology Council," Tom Lewis, along with other technology executives, could discuss strategies to unlock hidden customer insights and turn them into actionable solutions, thereby reducing "ghosting" and improving customer experiences.

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