Do Your Subscribers Know What Direction You are Headed?
In the WAV Group Customer Experience Index survey launched this year, we measure subscriber perceptions of where the organization is headed. While most participating MLSs are perceived to be moving more in the right direction than the wrong, there is room to drive home a more clear-cut understanding of the key priorities of the MLS. We find two overall culprits for subscribers who don’t believe their MLS is moving in the right direction. So let’s take a look at the two main hurdles I have seen MLSs struggle with over the years.