Even in challenging economic storms, marketing budgets often resemble enormous whales, while underfunded customer service departments are treated like crusty barnacles clinging to the corporate ship’s hull. Millions are thrown at advertising campaigns, celebrity (and influencer) endorsements, and flashy product launches, all in pursuit of attention and “engagement”. But where does customer feedback fit in all of this?

Even in challenging economic storms, marketing budgets often resemble enormous whales, while underfunded customer service departments are treated like crusty barnacles clinging to the corporate ship’s hull. Millions are thrown at advertising campaigns, celebrity (and influencer) endorsements, and flashy product launches, all in pursuit of attention and “engagement”. But where does customer feedback fit in all of this?